GEETANSH KUMAR

Service Level Agreement Management: Ensure that service level agreements are met by proactively addressing issues and implementing solutions.

Throttling: Managing the call flow to ensure maximum number of available leads can be addressed without creating a CIQ situation.

Data Analysis and Reporting: Analyze data to identify trends, patterns, and areas for improvement, and generate reports to track performance.

Staffing Optimization: Manage staffing levels and break schedules to ensure optimal performance and meet customer demands.

Adherence Monitoring: Track agent adherence to schedules and identify deviations, taking corrective actions as needed.

Process Improvement: Work with operations teams to identify and implement process improvements to enhance efficiency and effectiveness.

• Prepare and maintaining reports, dashboards.
• Managing real-time inbound call traffic across multiple line of business .
• Handling IDM (I.D Management) wherein i make sure that all user have a smooth interface on the Client end tools.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Manage overtime, breaks and other requests.