Team Lead Manager

• Sep 2018 - Present

Lead WFM Rroc India

• Nov 2013 - Sep 2018

❖ Exercise overall control on Real Time Activity & monitoring Real Time. ❖ Responsible for various activities initiated by Workforce Management as a team. ❖ Analyze Month-to-date performance, service level, efficiency, shrinkage and adherence. ❖ Managing the Breaks & also maintain the adherence policy. ❖ Check with Real Time Analyst on status of Real Time Control issues (performance by analyst, etc). ❖ Review reports and mails for previous day including Work Force logs. ❖ Forecasting and Scheduling for Accounts (Departments), Go Green planning, updating Holiday factors • Real Time Analysis & Monitoring. • SLA Maintain according to client target. • Break Management. • Monitoring the floor activities. • Attendance shrinkage analysis. • Daily issue mail to client. • Call flow & Forecasting design according to availability. • Preparing the reports & sent to client. • Maintain KPI's of WFM (SL, Abandoned, AHT) • Taking care of transport issue with operation. Show less

Sr. Practitioner

• May 2006 - Nov 2013

• Responsible for answering CSR first line technical & billing questions efficiently, accurately and in a professional manner. • Took escalations from first line to resolve customer's technical and billing issues. • Mentored and coached first line agents to help them develop into superstars. • Mentored and coached all new Tier 2 agents with a focus on providing excellent customer service and ensuring all business objectives are taken care of in a timely manner. • Monitored the CSR queue (both calls and emails) to make sure that all CSR first line is utilizing the work time efficiently and in a professional manner. • Worked on tickets escalated from first line and try to resolve them. If they can't resolve them, escalated these tickets to appropriate departments. • Notified first line of any known issues and outages and the resolutions when applicable. • Assumed responsibility for learning, in detail, about the company products and using this knowledge to solve customers' technical and billing problems and seeing these through to completion. • Identified and recorded all customer calls and provided troubleshooting aids to assist colleagues in solving problems for the future • Reported accurately on calls inbound and outbound, recorded calls and call details on company systems • Provided comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to respective team supervisor. Show less

Team Lease pvt ltd

• Dec 2004 - May 2006

worked in HP Invent as a contract employee from Team Lease, worked as Quality Analyst on SAP GUI portal and worked on FI and MM Invoice posting worked in HP Invent as a contract employee from Team Lease, worked as Quality Analyst on SAP GUI portal and worked on FI and MM Invoice posting