Sr. Team Leader (Current Employee), Gurgaon, HR – June 26, 2014
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, – more... 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 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
Senior Customer Care Officer (Current Employee), Thane – June 23, 2014
Pros: pick up n drop
It one of the best company to work for.Co workers are very helpful. I have learner soft skill over here which has help me to grow in my life.The most important thing is that people are very down to earth.
Team Leader - Service Delivery Operations (Former Employee), Gurgaon, HR – April 14, 2014
Convergys is a leading provider of customer management solutions for companies across the country and around the world. For more than 30 years, we’ve worked closely with some of the most notable companies in the world, creating innovative ways to enhance the relationships they have with their customers. The incredible success we’ve had is thanks to – more... the nearly 76,000 employees that use the training they’ve received here to manage billions of customer interactions every year – less
Team Leader (Spanish) (Current Employee), Bangalore, KA – March 16, 2014
My day starts with a pre-shift team huddle where we share updates and best practices. Later I assign the schedule (target) for the team. I also perform some quality checks on the work done by the team. I also do multiple analysis of the data to prepare the report for the day. At the end of the day I send the reports to the client.
The data analysis – more... has helped me a lot to improve the knowledge of MS-Excel. Moreover, talking to clients, doing the calibration with them gives me has helped bridge the knowledge gap (if any) between the clients and team.
Work environment has always been good here as the management and peer work together to make sure that we do our job accurately and also learn about the future steps. – less
Technical Support Officer Level-2 (Former Employee), Bangalore,KA – December 13, 2012
Pros: healthy work environment
Cons: tiring night shifts when suddenly changes without prior intimation
My First CAll live on the floor I learned Multi-tasking Management was very friendly and involved one with the employees Co-workers made the work environment fun to work with To end every call with complete satisfaction Event organizers during call and team outings.