Oct 2021 – Sep 2024 · 2 yrs 11 mos · Bengaluru, Karnataka, India · On-site

• Manage a team of 87, comprising Team Leaders, SMEs, MIS Advisors, and Escalation Agents, to achieve common business objectives while continuously enhancing key performance metrics such as First Response Time (FRT), Average Resolution Time (ART), Average Handling Time (AHT), attrition, shrinkage, login hours, and Customer Satisfaction (CSAT); oversee escalations from various platforms, including CEO, social media channels, internal stakeholders, and legal entities.
• Key Responsibilities: Identification, execution & delivery of programs & projects targeted on designing and improving operational processes related to eCommerce escalations to deliver great customer/supplier experience and operational goals such as quality, seller experience, customer experience, productivity. Implementation and execution of governance of the Escalations Program including process, tools, audit, inspection, mechanisms. Providing support for month and quarter end reviews, forecasts, and annual operating plans. Lead the outsourced Contact Centre Escalations teams to be robust in proactively identifying and solving problems. Identify & execute industry best Complaint/ORM and Escalation management practices at all levels. Working with and across multiple stakeholders and partners to: Prioritize and solve escalations with Continuous ideation to ensure visibility, traction and ultimate closure of complaints. Create peak experiences for CX, SX within and outside the order lifecycle. Design clear escalation systems and processes. Learn from escalations and improve future customer/supplier service interactions. Setup and monitor the right escalation KPIs with each contributor. Regularly evaluate the effectiveness of the existing model of support, each customer/supplier touchpoints and processes. Act as a single point of contact for managing all contact center related exceptions and major incidents

Sep 2020 – Sep 2021 · 1 yr · Bengaluru, Karnataka, India · On-site

• Lead a team of Team Leaders, SMEs and Advisors towards common business goals. Managing a team of 35 on a daily basis to ensure SLs are met on an hourly basis. Ensure that the department meets and exceeds targets and KRAs on a regular basis. Ensuring optimum utilization of resources and maximum productivity from the span. Identifying existing process gaps and ensuring customer success based on Voice of Customer. Coordinating with various departments to resolve on-going escalations both internal and external. Identify escalation channels such as external, on-ground and social media and resolve within specified TAT. Ensure all the advisors in the department are handling and resolving escalations within TAT and ensuring customer satisfaction. Maintaining data pertaining to all escalations from various channels and performing RCA on the same. Identify Root Cause for each escalation to design and implement action plans to mitigate future recurrence. Work with counterparts in other locations to share best practices. Constantly monitor department’s performance trends to arrest any anomalies and progressively improve performance trends. Understand As-Is process and collaborate with the process excellence team to work towards removing NVAs to streamline the To-Be process. Work closely with the quality department, Tech Support, Lender Partnership Team and Back Office team to close loop any open challenges. Drive and track customer retention on a regular basis and highlight trends to all the relevant stakeholders. Actively participate in the calibration sessions to enrich cohesive collaboration towards improved quality scores. Report hourly, daily, weekly, monthly and quarterly performance reports to all the stakeholders and work towards any changes or improvements suggested in the goal posts.

Jan 2020 – Jun 2020 · 5 mos · Bengaluru, Karnataka, India · On-site

• Lead a team of DRM (Digital Relationship Managers) and Team Leaders towards common business banking goals.
• Ensure that all the teams are achieving their productivity targets and meeting their KRAs while being compliant with the quality standards.
• Conduct daily huddle to understand our previous day's performance and set targets for the day and plan accordingly.
• Ensure that all the DRMs are having maximum contact-ability in their respective portfolios.
• Handle any escalations from customers or product team and work towards resolution on the same.
• Collaborate with other units within the organization for seamless processing of HL, AL, PL, CC, EL and LI requests from customers.

Nov 2016 – Jul 2019 · 2 yrs 8 mos · Bengaluru, Karnataka, India · On-site

• Handling a team of 16 employees in inbound and outbound calls, emails, chat for Overstock.com
• Conduct process trainings for new hires and continue to mentor them to enhance the performance.
• Conduct on-going feedback's to enhance the team to perform better.
• Calibrate with the quality team to ensure smooth flow of business.
• Publish reports of CSAT, FCR, AHT and Login Hours on a monthly basis.
• Motivate team to perform better.
• Engage in employee development and employee engagement programs.