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工作经历
Team Manager / Operations
Interview candidates selected by recruitment team, keeping the campaign requirements in mind and pre pair them for the final interview with the client.
Manage team of 14 team members, evaluate their performances on daily basis and report their performances to department head/client along with the reasons of their detractor calls, high AHT, escalation calls number etc.
Give instant feedback\'s on detractor, escalation or high A.H.T calls.
Attend weekly meetings with onshore/client and answer their queries, note down minutes of meeting and email it to the head of department along with the client and global MOD’s.
Keeping a close eye on the calls in different queues and email Interval report to client of all calls landed in different queues and attendance in every 6 hours.
Handle escalated customers and making sure that the customers query gets resolved as soon as possible.