Gurpreet Kaur

KRA'S

Handling 25 people team.
Provide feedback in terms of AHT, Login Hrs, and Quality & FCR
Taking briefing & debriefing & product training session.
Make the entire agent’s login for the shift and make sure that required login is complete and mailing their attendance to the seniors.
Maintain floor decorum; take care of all work station.
Preparing APR, Dashboard & Tagging Report and mailing it to concerned department for their outlook and record.
Ensure all the problems of the executives get resolved within the shortest time.
Conduct the sessions of new batches
Preparing Roster for the shift.
Maintain active Login ID’s data of the agents.
Maintain Raw data.
Preparing Seat Utilization

Share calls drivers with the client as per requirement.

Initiatives Taken

Trainee the batches

Help the agents to achieve process KPI’s.
Team handling skill
Conduct the interviews from OPS
Conduct the sessions of new agents
Manage the floor issues and escalate to concern person

Result oriented Professional with almost 9 years of experience in the Customer Service Industry-BPO industry, with extensive experience of Team Handling and People management.
i worked as an Sr: Team leader

• Top performer in Quality and ICF in Teleperformance
• promoted as an SR Team leader due to consecutive my team’s performance