Handling an Inbound semi-tech Voice– Citibank E-Services.
Develop strong Team spirit in the team to cohesively bond them together with the Company and integrate them with the vision and core values.
Embody the spirit of excellence through team building, able leadership and sound man-management skills.
Reporting to the Manager – Operations, responsible for achieving the team and contributing towards the site target.
Conducting up-trainings for the agents to make sure that they have the updated information.
Preparing and managing different reports to keep a check on the team’s / site’s – more... performance.
Handling 2 Teams, comprising of 43 associates.
Coaching team members on their performance on a regular basis. Writing and delivering bi-annual performance appraisals.
Mentor Team Leaders – Guide new TLs onboard by observing and coaching. Responsible for their team’s performance and ensuring mentee TLs come up the learning curve at the earliest.
Participate in Daily Client Call, discussing Metrics That Matter for the previous day and Month To Date basis. Also, represent the LOB on various calibration calls with the client.
Support and Mentor Team Leaders and assist Operations Manager.
Imparting Training to the New Recruits in the process.
Effectively monitor team to pro-actively identify potential problems and ensures appropriate parties are engaged through to resolution.
Strengthen relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc.
Analysing the reports sent by the clients to identify trends and develop strategies for my team and queue accordingly.
To ensure growth of the businesses unit in terms of revenue and profitability, interact with the customer & provide exceptional customer service.
Monitoring calls to identify the area of opportunity for the CCOs and giving them feedback to help them perform better.
Develop ways to obtain maximum availability for the queue, which in turn increases the profitability for the process. – less