Abhijit Bose

• Managing a team of 30 members to drive performance as per client SLA .
• Promoted high standards through personal example to help each member understand expected behaviors and standards.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Conducted regular reviews of the team and identified areas for improvement .
• Developed effective improvement plans in alignment with goals and specifications.

• Driving targets like CSAt, Productivity, Shrinkage, Quality Compliance, Service level, Attrition and other Hygiene Metrics .
• Proven ability to learn quickly and adapt to new situations.
• Exercised leadership capabilities by successfully motivating and inspiring others.

•Preparing SLA Reports.

•Preparing other reports like SDR (Service Delivery Review), MSR (Monthly Service Review), and WSR (Weekly
Service Review).

•Performing weekly/monthly review with internal and external stakeholders.

•Conducting regular team meets and updating the team about any changes with process or technical stuff. Going ahead and understanding the challenges and work towards helping the team to attain better performance.

•Monitor the transactional work flow of their team, ensuring that customer enquiries are handled correctly and efficiently, in support of current Service Level Agreements and Key Performance Indicators.

•Preparing appraisal and business discussion.

•Maintain a productive case load in support of the overall production requirements, balanced with the
appropriate time for supervisory responsibilities.

•Identify training and development needs of subject matter experts, associates and coordinate, assist with, or
develop, programs to meet the needs of the project.

•Appropriately schedule staff to provide adequate coverage throughout the business day

•Provide viable, efficient and responsive team structure that offers proactive, timely and accurate information to
internal and external customers

•Reviews the weekly and monthly customer satisfaction survey results with their representatives to highlight
positive responses, areas of opportunity and any responses that require additional customer follow-up.

•Managing a 95-member Service Desk responsible for day-to-day activities of the Service Desk, with emphasis on
customer service and interaction as well as incident resolution.

• The application service desk is operational 24*7; played a consistent role in rostering resources to meet
uninterrupted delivery with weekend coverage as well.

● To drive performance as per client targets SLA. Handling a span of 5 TL’s (75 – 90) FLAs and meeting CPMs successfully.

● Driving client CPMs for the process; Detractor, NPS, FCR, TPR, RPC and other input metrics’ like AHT and Process Adherence.

● Driving internal targets like Productivity, Shrinkage, Quality Compliance, Service level, Attrition and other Hygiene metrics.

● Implementing management policies and directives, e.g. revised targets, Overtime, 6thday working, etc.

● Execution and supervision of training schedule for new joiners clearing product and process training, assessment to maintain standards and helping them come up the learning curve.

● Exhibition of team management skills effectively to ensure team members are motivated, provide them with the best resources available to my knowledge thereby helping them to achieve targets consistently.

● Monitoring hourly and daily performance; reviewing of reports and trackers on a daily basis.

● Outlier management-Identifying team outliers on a weekly basis based on weekly reports; designing real time training, coaching and counseling calendar for them; delegation of job responsibilities and reviewing on the performance of outliers at the stipulated time.

● Handled outlier team for CSAT and TPR; grooming agents for a period of 4 weeks and sending them back to floor based on their performance.

● Participation on client calls in regards to discussion about process metrics and achieved targets; participation in daily reviews with process head regarding service level and achieved CPM targets.

● Career counseling of reportees; helping them provide hands on prior exposure to Microsoft tools and team handling skills to ascertain smooth transition to next level.

● Handling FIT (OJT) teams along with tenured teams.

● Preparing other reports like SDR (service Delivery Review), MSR (Monthly Service Review), and WSR (Weekly Service Review).

● Handling client calls. Preparing slides/presentations for the same.

● Floating mailers across the floor updating everyone on progress of process CPMs.

● Work in liaison with the other Team Supervisors towards achieving the monthly targets set by the client as a whole.

● Co-ordinate with the IT department to ensure compliance of technical requirements.

● Worked on Knowledge Management.

● Handling client escalations effectively to customer’s satisfaction.

● Taking up process level initiatives for better CPM scores of the entire floor.

● Floating mailers across the floor on various process updates.

● Co-ordinate with the SMEs in providing the team with the latest updates on product and performance of agents on floor.

● Work in liaison with the other team supervisors towards achieving the monthly target set by the Operations as a whole.

● Co-ordinate with the IT department to ensure compliance of Technical requirements.

● Conducting performance management appraisals on a yearly basis & conducting one on one with the FLAs

● Worked on Knowledge Management.

Taking inbound calls as a part of the pilot process from residential Broadband users and troubleshooting to resolve their issues.

Maintained steady FCR and AHT data consistently without significant absenteeism.

Achieving customer satisfaction appreciation from customers and reports from clients.