Evaluate every assigned individual dedicated to serve customers, by matching weekly frequency to achieve daily as well as monthly targets.
Focus on Customer Care Process Standardization to achieve Customer Care objectives.
Regular roll out of Nationwide Inbound & Outbound Revenue & Target Dashboards (Daily, monthly, quarterly, yearly Achievements)
To prepare Daily Progressive MTD revenue reports (agents, Team leads & Floor Manager wise) for Inbound & outbound Teams
Development of new reporting templates for Automation of work

Key Responsibilities:
• Manage team of 24 to 27 peoples.
• Responsible for the team to achieve all targets/expectations/KPI’s set by Management. Take accurate measures to meet assigned targets and tasks.
• Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution. Take accurate measures against feedback from customers. Ensure complaints are handled within the given time frame.
• Explain team their objectives and contribute to manage team objectives through team work. Maintain high motivational level and moral of the team by regular team meetings and motivational exercises. Develop a culture with the team, aligned with the overall culture of the Customer Services and Organization.
• Ensure complete understanding of Customer Services processes & policies, code of conduct and a strict adherence. Maintain complete knowledge of products/ offers being introduced in the market and promptly update the team accordingly. Ensure all queries/ complaints generated by the team are followed up and are resolved in the assigned Turn Around Time.
• Ensure high competency & skills level of the staff. Organize team to deliver the right solution at the right time, in the right way with the right quality nurture customer relations and uncover opportunities for additional customer support.
• Monitor and review that Call Centre SOP’s are strictly followed for smooth and efficient work flow.
• Meeting all objective defined by the Department and Company. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.

• Lead unit size of 5-8 Team Leaders and 150 Customer Care Officers and develop into a highly efficient resource pool. Responsible for handling of team members and developing skills and potential.
• Enforce proper service protocols and standard operating procedures for all CSOs on shift. Review all Contact Center reports and work with relevant teams for improvement. Ensure that all CSOs are performing at or above par. Also set and meet individual and pool performance targets for Speed, Efficiency, Sales and Quality.
• Manage daily/shift operations of Contact Center and ensure delivery of service in terms of AHT, Queue Wait Time, ASA and Service Level along with managing shift/people issues that may be experience during a shift.
• Liaising with other departments, coordinate with Team Leaders, CSOs to gather information and resolve issues related to working environment and staff. Identify challenges, formulate solutions, and implement them in order to reach successful conclusions.
• Conduct spot checks in order to gauge quality of service. Monitor & Listen to random calls for quality check and develop action plans to minimize errors and track performance
• Optimizing revenue through sales on calls by formulating different sales methods.
• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
• Reviewing the performance of staff, identifying training needs and planning training sessions.
• Handling the most complex customer complaints or enquiries.
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis

• Answer phones professionally.
• Respond to customer inquiries.
• Research required information using available resources.
• Handle and resolve customer complaints.
• Identify and escalate priority issues.
• Route calls to appropriate resource.
• Follow up customer calls where necessary.
Achievement: I was in Top 3 best performers on floor in 2012 and promoted to (EHD) Project.