Service Description
Working with WNS as an Assistant Team Manager since May’09 Job Profile and Responsibilities • Handling 5 Team Leaders and 75 FTE’s. • Working with Sr. Management in developing, directing key strategies that provide the highest level of improvement to processes and customer service delivery. • Leading day-to-day operations and overall performance of the process involving TL’s, TC’s and associates. • Responsible for Service Delivery, driving SLA metrics, and providing leadership in dealing with overall operational and client issues. Ensuring that the clients of the business group are satisfied with the process’s performance. • Develop goals and objectives for direct repartees in line with business goals. Also, Formulate training programs to suit the developmental needs of team members. Responsible for personal and professional development of TL’s and TC’s • Ensure stability and retention of key talent, through superior design/implement of retention programs. • Liaising with client counterparts on process and metric related issues. • Conduct review on a weekly basis with my team. Achievements • Have made 2 Kaizen projects for improvement in AHT and Productivity which had direct impact on revenue. • Have made SOP’s for the entire operations of Contact Centre. • Have won the Best Team Award for meeting and exceeding performance. • Have developed an IDP for the entire support function. • Had made a presentation on Financial Benefits with effective shift management which helped in delivering better Service Level and lower abandoned percentage. Worked with IBM DAKSH as an Assistant Manager from November 2006 to May 2009. Job Profile and Responsibilities • Handled the role of a Shift Manager wherein have to take care of 3 LOB’s and about 90 to100 FTE’s. • Responsible for Attendance, Service Level and Schedule Adherence for the shift. • Identify causes of non-achievement of SLA’s, develop solutions and execute the same. • Handled the RnR and Fun Activities of the process. • Work with the HR to ensure high employee moral and retention initiatives. • Involved in Schedule Adherence maintenance of the floor and service level management involving identifying call drivers and immediate solutions. • Handled the Technical Queue as well as Customer Service Queue. • Key participant in KRA management and metric audits. • Operation SPOC to ER. Achievements • Was awarded as the best AM in the 2nd Quarter in 2007 and in 3rd Quarter in 2008. • Awarded as the Gallup Champion (A survey conducted for high people engagement) with a score of 4.66 out of 5. • Have the highest number of promotion from agent level to Floor Walker, QA and Team Leads. Worked with Sitel India Limited from September 2003 to October 2006. Worked as an advisor from September 2003 to March 2006 and then promoted as an SME in the month of March 2006. Job Profile and Responsibilities as an SME • Helping my team members as well as others in interpreting their performance and recognizing key Development area and providing solutions in improving Statistics. • Optimizing team potentials through motivation and empowerment whilst proactively developing new business strategies and ideas. • Caring and firm approach to staff, maximizing efficiencies and controlling attrition. Achievements • Did a time and motion study as I was a team member for a Black Belt Project. • Was awarded with Sitel Star award for best performance in all Client Parameters.