Amrita Bhusari

• Leading a team of 103 agents , 7 leads across 2 LOB’s (chat+ message/voice + support team) fostering a collaborative environment that improved team productivity
• Developed and enforced standard operating procedures (SOPs), streamlining processes and reducing operational delays
• Collaborated with cross-functional teams to ensure compliance with corporate travel policies and local regulations
• Coordinated with cross-functional teams to align operational strategies with business objectives, contributing to growth in customer retention
• Maintained high morale within the travel group, increasing employee retention and service quality
• Spearheaded the optimization of schedule change processes across chat, voice, and messaging support channels, reducing response times and increasing customer satisfaction scores
• Implemented advanced workforce management tools, resulting improvement in schedule adherence and reduction in overtime costs
• Developed and executed training programs focused on handling schedule changes, enhancing agent proficiency and reducing error rates
• Monitored and analyzed performance metrics, implementing corrective actions that led to decrease in escalations and increase in first-contact resolution

Team Leader (Jan 2016 till March 2016)

• Handled a team of 12 advisors
• Monitoring their calls delivering feedback on daily basis
• Completing Skeps on weekly basis for all the reps in the team
• Updating STAR for reps twice a month
• Preparing BQ list and the action plan to show improvement
• Maintaining overall roster for the team
• Sharing daily, weekly & monthly stats with the team
• Completing appraisals for the team

Quality Manager (March 2016 till Aug 2022)

• Handling 5 different LOB (Compliance & Technical Support)
• Handling a team of 5 QA's
• Handling CSAT/ DSAT (Customer Satisfaction & Dissatisfaction) performance for the process
• Project X (Call Listening Session ) project implemented on the floor
• Preparing quarterly reps distribution for QA's to audit calls
• Managing daily , weekly & 'monthly calls with the clients(calibration calls, QA for QA call discussion, QA leadership touch base calls, Progress on Action Plan)
• Preparing daily, weekly & monthly Quality score related report to present to the client
• Preparing BQ list & Aligning TL, VnA trainer, Process trainer & QA to ensure improvement
• Preparing action plan on maintaining the Quality target
• Working along with six sigma expert to analyze the performance on monthly basis and accordingly planning action plan
• Preparing pacman for QA's on monthly basis
• Completing appraisals for QA’s
• Preparing action plan on meeting QA variance on monthly basis
• Additionally managing rep recognition program (Customer Service Week—Quarterly) with all the leads situated across the globe
• Conducting internal call listening session for trainers , coaches , ops & QA's
• Managing executive level complaint
• Sharing weekly & monthly Quality score internally with the coaches
• Scheduling soft skill related training for the process involving VnA trainers
• Scheduling weekly internal calibration session with the QA' and coaches
• Managing weekly, monthly & quarterly review with clients

Operations Manager (Aug 2022 till Dec 2023

• Managing a team of 105 employees, 8 leads across 5 LOB’s (Compliance, Technical Support LOB, Training, WFM & Quality)
• Managing daily business operations, leading cross-functional teams, and driving operational efficiencies
• Preparing yearly Financials for the process
• Ensure clients and corporate service financial and quality goals are met
• Provides training and development opportunities for supervisory team
• Developed and implemented operational strategies to optimize business performance, reduce costs, and increase productivity
• Led cross-functional teams in the successful completion of project resulting increase in efficiency and reduction in costs
• Managed budgets and expenses, ensuring financial objectives were met or exceeded
• Streamlined processes and implemented best practices, resulting in improvement in workflow and increase in customer satisfaction
• Developed and maintained strong relationships with vendors, customers, and internal stakeholders

Quality Analyst

• Associated with Barclays DCO (Debit Card Operation) Fraud department.
• Handling team of advisors by monitoring their calls, delivering feedback, doing Risk Monitors (Short Call analysis, ID&V analysis, Hold time analysis, Transfer monitors)
• Preparing reports analyzing data identifying Bottom Performers putting them on performance improvement plan ensuring they are moving up the learning curve.
• Product, Process and Soft Skill Training conducted for the floor.
• Preparing top errors data and sharing data across different departments.
• Conducting refresher sessions.
• Conducting calibration sessions with Team Leaders, Trainers, Onshore QA team and Team Coaches.
• Analyzing complaint data received, preparing synopsis and delivering feedback, if advisor at fault.
• Offering extended support to production floor whenever required.
• Scheduling weekly call with Onshore and leading the call from offshore QA team to discuss the way forward.
• Conducting gage RNR session with the Team Leaders, Trainers, and Team Coaches.
• Certifying OJT agent by monitoring their live calls.
• Preparing TQ (Training Quality) report and sharing it across the live and Training Ops Managers.

Team Leader

• Handling a team of 12 advisors.
• Monitoring their calls, delivering feedback, doing Risk Monitors (Short Call analysis, ID&V analysis, Hold time analysis, Transfer monitors)
• Daily y-cording done with the BQ agents and real time feedback has been shared. Based on the daily y-cording session action plan prepared for the once not meeting the target.
• Preparing monthly top errors for the team based on the calls monitored.
• Conducting yearly and 6 monthly appraisals for the team.
• Conducting monthly ADP for the team and setting goals and target to achieve.
• Analyzing complaint data for the team and delivering feedback.
• Conducting training for the entire floor if there is any new skill set is added to the process and also product, process training done
• Prepared EWS (Early warning Signals) tracker for the process.
• Being a part of weekly Quality Call from Ops perspective with Onshore.
• Conducting brain storming session for the team to get CI (continuous Improvement) ideas for the betterment of the process.
• Sharing Daily, weekly and monthly stats to the team and based on stats preparing monthly performance based PPT.
• Have been a part of MBR (Monthly Business Review) preparation and also when it is discussed with the Ops manager.
• Have been a part of daily AHT call with Onshore and offshore WFM team from Ops perspective.
• To meet service level, RTA (Real Time Adherence) managed on daily basis.
• Maintained Leaves and work off request tracker for the live floor to ensure we meet daily planned shrinkage.

• Handling Inbound Calls for V.I.P. Customers.

• Handling Inbound Calls
• Taking Orders over the Phone.