Assist.Manager
Concentrix - India
Total years of experience :19 years, 1 Months
Leadership Skill: - Effective Delegation, Time & Resource Management, Effective Negotiation Skills, Effective Crisis Management, Effective Retention Skills, Effective People Connectivity, Zero Tolerance on Indiscipline and Integrity Issues.
Job Profile: -
• Operations - Management and Development of Operation teams, Client Support, KPI achievement, Ensuring Process adherence, Implementing Procedures, Fulfilling SLA’s, Periodical Audits, Coordination with various other functional Heads and updating them of developments, Career planning for team members, attrition Control, and Business Quality Analysis.
• Workflow Management - Real Time analysis to ensure appropriate staffing throughout the process, monitoring CMS Cisco IEX / Avaya IQ and ensuring schedule adherence at all times.
• Quality - Monitoring and Auditing quality of calls, shared listening with internal & external quality team to ensure calibration amongst the quality auditors, improvising quality metrics of calls.
• Client Management & Other profiles Include handling Client escalations to ensure quality service is provided to the customer, closing of escalation chains, handling customer complaints ensuring proper and timely closure, coordinating client sessions, conducting quarterly and yearly appraisals for team members and providing dedicated feedback regarding improvement areas, team member profiling for appropriate confirmations and promotions in liaison with the Human Resource department and detailing out performance improvement plans for the associates.
• Initiatives & Value additions - have initiated several projects for the improvement of Quality scores / Reduction of AHT for production & 0-30 batches. Also has been a front runner in the improvement of schedule efficiency requirement for the process. Currently working for the improvement of CQ scores for the process.
• Recruitment - Active recruiter for Supervisors and Executives.
Passed graduation 1st Class