Feb 2010 – Mar 2010 · 1 mo

Jul 2006 – Jun 2009 · 2 yrs 11 mos

• (Inbound customer service, Cross Selling, Credit Card billing, accounting and online trouble shooting)
• Job description & Responsibilities:
• Managing a team's of 30 associates, which includes , SME's, Trainers and Associates, Directly responsible for their performance in terms of productivity, quality, compliance, sales
• Coordinating with WFM team and plan the requirements in terms of staffing, scheduling, plan the Inflow of Call handling and pre work on historical.
• Work on Business Improvement strategies with Quality Team
• Deal with SLA's, Metrics and functional agreements with Clients
• Conduct Weekly and Monthly Calls with the Client to see if their expectations were being met and to implement any changes recommended by them.
• Part of the recruitment team which handles Campaigns, Job fairs and walk in's.
• Coordinate and evaluate Cross site Sales and suggest business strategy to improvise
• Preparing weekly and monthly review pitches
• Designing and developing Operations excellence modules
• Conducting IJP Interviews and overlooking contests and fairs
• Coordinate with recruitment and training team and have recruits in place and have sessions organized
• Work closely with other partner sites and evaluate and conduct best practice sharing
• Conduct random audits to ensure completeness of all critical business data
• Manage reviews for portfolio and also conduct appraisals for DR's.
• Conduct training sessions for Pilot batches and get them certified as Sellers

May 2005 – May 2006 · 1 yr

• Call Quality, Training and Soft Skills
• Job description & Responsibilities
• Designated as 'Universal Coach ', handling Training, Call Quality and Soft Skill are for Inbound PLCC team.
• Developing a team of 18 people, directly responsible for their performance in terms of
• Process knowledge, schedule adherence & consistent performance.
• Making performance dashboards, plotting the data and measuring &Improvising the
• Performance of process after implementing tools like Action Plans.
• Responsible for the performance of New Agents Average Talk Time (AHT) and Quality
• Effectiveness (Q Cal) standards.
• Scoring Calls and provide feedback to improve the Communication Style and Soft Skills
• KEY FUNCTIONAL AREAS
• Training New Associates on Process, Compliance, Voice modules.
• Providing Call Quality and Voice feedback for associates on a weekly basis.
• Preparing Dashboards, Reports, Team Meetings & Calibration's.

Oct 2002 – Jun 2009 · 6 yrs 8 mos

• Assistant Manager - Sales and Customer Service