Anjan GK

• Create Employee profile and add schedules in the tool, involving planning scheduling.
• Maintain the employee data as future requirements.
• Employee separation.
• Managing the team and allocating the tasks as in IDP supervisor.
• Supervise daily workforce operations, ensuring optimal staffing and service level performance.
• Monitor real-time queues, intraday performance, and adherence for improved efficiency.
• Analyze call center data and identify trends to inform schedule adjustments.
• Handle escalations, resolve conflicts within the team, and maintain a productive environment.
• Lead team meetings, provide coaching, and ensure compliance with KPIs and SLAs.
• Support workforce reporting and maintain performance tracking tools.

• Delivered consistent and effective customer support across inbound channels.
• Maintained detailed knowledge of products and services to resolve queries accurately.
• Escalated high-priority issues and ensured customer satisfaction with timely resolutions.

• Analyzed customer feedback and lead root cause investigations.
• Developed and enforced QA procedures and testing plans.
• Conducted audits to assess production standards and vendor compliance.

- Managed customer interactions via phone and email.

- Handled customer registration, billing, and query resolution.

- Coordinated with teams to address and resolve service issues.