DIKSHANT Singh

Team Leader, Operations,

Content Moderation Process:

All the queries regarding account and technical issues with the account are being catered to.

• The major KPIs are Productivity, AHT, Csat, Quality, and FCR.
• Daily DSAT scrubbing and written feedback documentation were a major part of life at Taskus, with a fulfillment rate of 85%.
• Targeted to conduct Random/SBS, Dsat, Quality, and High/Low AHT audits monthly, with 100% compliance.
• Targeted to complete TL admin tasks, with 100% compliance.
• Majorly indulged in bi-weekly client calibrations, attending and taking TRIAD sessions for Intern TLs, and Focus Group Discussions on agent and leadership levels, both inter- and intra-organization.
• Self was running a project for Csat Boost to enhance customer experience and interaction skills, along with grooming for potential leaders.
• Had a key responsibility for data management for WBRs.
• Responsibility for planning the roster for the span and the consolidated leave planners.

Some of the responsibilities I performed as a team leader are as follows:

• Provide effective leadership to a team of employees, guiding and motivating them toward meeting performance targets and objectives.
• Set clear goals and expectations for team members, aligning them with the overall organizational strategy.
• • Assign tasks and responsibilities to team members, ensuring appropriate workload distribution.
• Monitor team performance, track key metrics, and provide regular feedback and coaching to support individual and team development.
• Foster a positive and collaborative team environment, promoting open communication, trust, and respect among team members.
• Resolve conflicts and address any issues that arise within the team, maintaining a harmonious and productive work atmosphere.
• Identify training and development needs within the team, and coordinate relevant learning opportunities to enhance skills and knowledge.
• Collaborate with other team leaders and departments to ensure effective coordination and alignment of activities and goals.
• Uphold company policies, values, and standards, ensuring team members comply with them.

• Experience with Teleperformance, Mohali, as a CSR for Uber.
• Demonstrated ability in high-volume customer inquiry management, and consistently surpassing performance metrics.
• Strong interpersonal and communication skills, including active listening, empathy, and clear verbal and written communication with stakeholders.
• Proven independent and collaborative problem-solving skills to resolve complex customer issues and drive process improvements.
• In-depth product knowledge to deliver accurate information, personalized advice, and maximize sales opportunities.
• Proficient in handling difficult customers with professionalism, conflict resolution, and a customer satisfaction focus.
• Strong organizational and multitasking abilities, adept at prioritizing tasks, time management, and maintaining quality under pressure.
• Comfortable with ambiguity and adaptable to change, a quick learner in dynamic environments.
• Committed to continuous professional development, including training, coaching, and knowledge sharing.
• Track record of exceeding performance goals with a strong work ethic, customer service dedication, and commitment to excellence.