BINAY KUMAR DUBEY

Team Leadership KPI & SLA Management Customer Service Escalation Handling Performance Coaching MIS Reporting

Responsible for the day-to-day supervision of a group of call center agents and Team leaders This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability

Identify performance related issues, develop an action plan for improvement and implement corrective action

Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations

Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input Schedule and organize team activities