Experience

De Atlantic Creative solutions (India) Pvt. Ltd.

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Team Leader

  • Mar 2011 - Present

  Driving targets on the Hourly Basis to Ensure we Achieve & Exceed the Clients Expectation Regular Communication t Senior Mgmt & Client on the Challenges Faced Doing RCA of the Incident, Ensuring we Take Right Steps for Future Instances Responsible for consistent performance across all members in the team in keeping with the SLA’s specified by the client. Responsible for training and quality checks with reference to customer service satisfaction. Responsible for creating a roster to ensure optimum staffing levels. Real time monitoring and management of Service Levels and Call Volumes, Wrap/Talk time to ensure optimum Handling Time and tremendous conversion Ensure adequate support on all escalations and specialized enquiries. Reviewing and evaluating performance and developing a corresponding improvement plan. Controlling absenteeism and attrition to ensure revenue maximization Show less



vCustomer

• United States
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Team Mentor

  • Dec 2008 - Feb 2011