Managing team of Analysts and responsible to rollout all buisness insights and reports on timely manner

Reporting to director Analytics and support development and share performance of campaign to campaign kpis

Responsible to generate insights covers complete emplyee life cycle

Hiring Budget allocation reports, emplyee scorecards, performance reports, incentives, recognition campaign budgeting etc

Managing data hub and dealing with big data

• Generating Daily, Weekly, Monthly, Quarterly, Yearly Visibility & creating Dashboards of Internal & Client Evaluations

• Making Incentives & Designing Reward & Recognition activities

• Doing Statistical Analysis

• Designing Evaluation Forms & Automation on Google doc*

• Generating occupancy reports of QA & Operations teams

• Make Sampling for Compliance & Fraud Control for different Audits related to Credit Card Fraud, Invalid Sales Fraud, DSAT etc

• Making employees Performance Scorecards & Incentives


• Making Performance reports including TNA’s (Training Need Analysis) & Agent Profiling Reports, also Identifying areas needs improvement

• Making Attrition insights for new hiring, report, Recruitment daily dialing reports & maintaining Recruitment Management System (Internal Software for all type of recruitment records bank & Skills Set)

• Doing Business Analysis for International campaign & client for Call Centre Operations

• Maintaining the standards of service outlined in the company\'s Customer Service Charter o Responsible for Client Relationship Management and reporting
• Managing a center of 110 employees including 9 supervisor on board

• Doing Business Analysis for campaign & client, Prepare all required reports and analysis relating to Call Centre Operations
• Telenor Client POC for Technical & Customer Services Satisfaction activities
• Implement policies and procedures relating to appropriate Call Centre quality control systems.
• Designing & Recommending rewards and incentives to drive staff performance.

• Identifying areas that need to be improved within the call center & Ensuring calls are answered in an appropriate manner by following all predefined scripts / processes
• Managing Recruitment & training for campaign, also taking care of staff scheduling with Workforce & Monthly/ Quarterly / Yearly performance reports with MIS teams
• Managing issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
• Arranging Recreational Activities for the campaign including (but not limited to) Outdoor Picnic of over 600 employees, Outdoor & In house Award ceremony, Cricket Tournaments, Campaign Calendars / Panaflex / In House Branding,

o Responsible to achieve targets (Sales target, Quality & Average handling time).

o Responsible to give feedbacks, Coaching & Counseling of team members

o Worked as SME KPI’s [Responsible to send all KPI’s (Stats) on the floor to each and every employee and follow up with outliers (responsible for reprimands to abusers)].
o Leading a team of Customer Support Executives

o As a Supervisor, analyzing the performance of agents and motivate them to enhance their performance.

o Coach & counsel the team agents.

o Ability to work under pressure in fast paced environment and effectively meet deadline o Responsible to maintain KPI as per the client’s expectation

o Taking in-bound calls.

o Providing FCR (First Call Resolution) to the customer’s by taking their queries in standard time.

o Follow-ups with customer concerns. o Positive attitude.
o Ability to work under extreme pressure o Met targets in define timeline