PARTHEBAN PT

• Creating pattern and scheduling according (NICE IEX)
• Prepare monthly roster for LinkedIn Project(APAC), At the same time monitored queues
• Managing attendance tracker, Headcount summary
• Roll in and Roll Out Process
• Supported the manager in developing plans for future projects, initiatives and objectives
• Created detailed reports on team activities as requested by management
• Analysed data from various sources to identify trends or patterns in customer behaviour
• Delegated daily tasks to team members to optimize group productivity

• Manage the CRM vendors and handle technical issues in CRM software (Convox)
• Forecast volumes and prepare monthly roster for multiple support channels, parallelly monitored queues
• Maintained up-to-date records of employee attendance, payroll information, vacation requests
• Created monthly reports for senior management summarizing operational performance metrics
• Coached, mentored and trained team members in order to improve their job performance
• Create reports and dashboards that demonstrate performance to target
• Utilize data, both quantitative and some qualitative, to drive the organization toward Agent productivity
• Analysed business performance data and forecasted business results for upper management
• Developed and implemented strategies to increase customer satisfaction and loyalty

• Part of setting new processes for the customer service team and drive process improvement/define process workflows. Support the implementation of upcoming processes
• Developed strategies to increase team productivity and improve customer service levels
• Resolved escalated customer complaints or queries promptly and efficiently
• Monitored team performance against targets, taking corrective action where necessary
• Analysed data from various sources to identify trends or patterns in customer behaviour
• Monitored team progress and enforced deadlines
• Optimization of operational processes to achieve customer satisfaction
• Thorough knowledge in preparing reports as per Business Requirements such as compliance data and grievances policies data
• Manage the CRM vendors and handle technical issues in CRM software (Salesforce, Freshdesk)

• Analyzed historical data to create accurate staffing plans and schedules based on call volume trends
• Created reports that highlighted key performance indicators such as forecast accuracy, adherence, shrinkage
• Maintained up-to-date records of all employees' work hours including overtime hours worked
• Developed and implemented strategies for improving efficiency, productivity, customer service, and quality of output
• Resolved escalated customer inquiries in a timely manner while ensuring customer satisfaction
• Manage the CRM vendors and handle technical issues in CRM software (Asttect, Freshdesk,Haptik)
• Performed root cause analysis activities when needed to identify areas for improvement within the department
• Assisted with the development of long-term business strategies related to resource planning and optimization initiatives
• Reviewed incoming requests from customers regarding changes in their service level agreements
• Ensured proper scheduling of resources by utilizing forecasting techniques based on past trends

• Serving as a key team member in WFM, customer support operations for multiple payment products at Wibmo., Generate timely and accurate reports for analysis
• Create MIS/Dashboard report and presenting it to the management for review
• Review, Analyses and Maintain data to prepare daily, weekly, monthly, and quarterly reports
• Maintain daily MIS and share with clients
• Manage the CRM vendors and handle technical issues in CRM software (Ameyo, Talisma, JIRA)
• Forecast volumes and prepare monthly roster for multiple support functions
• Monitor queue and allocate work to support functions
• Publish hourly Response Rate, call volumes, and call out unusual trends
• Maintain complaint database for clients and alarm the management on TAT closures
• Organized team-building activities to enhance communication and collaboration