PRADEEP SAHA

Client - Google (Project - Google Fi Wireless)

• Lead day-to-day operations, delivering high-quality results while overseeing an Email channel consisting of 70 agents, 3 team leads, and 4 SMEs
• Achieve key KPIs: CSAT, SLA, AHT, Quality Scores, Performance Appraisals, 1x1s, Shrinkage, and Attrition
• Handle escalations and conduct performance analysis
• Maintain strong communication with stakeholders, aligning with business needs, and suggesting improvements
• Conduct weekly and monthly reviews to drive operational enhancement
• Identifying and addressing operational gaps, increasing efficiency
• Develop and implement training programs to boost team performance
• Foster a positive work environment and team culture
• Provide coaching and feedback
• Prepare WBR, MBR, QBR Decks and share RCA

Client – AT&T (Project - Cricket Wireless)

• Led day-to-day operations, delivering high quality results with a team of 30 agents and 2 SMEs for Chat channel
• Achieved key KPIs: NPS, SLA, AHT, Quality Scores, 1x1s, Shrinkage and Attrition
• Handled escalations and conducted performance analysis.
• Maintained strong communication with stakeholders, aligning with business needs, and suggesting improvements.
• Conducted weekly and monthly reviews to drive operational enhancement
• Identified and addressed operational gaps, increasing efficiency
• Developed and implemented training programs to boost team performance.
• Fostered a positive work environment and team culture
• Provided coaching and feedback
• Ran Focus group to enhance the performance of Bottom performers

Client - British Telecom (Project - BT Retail, Billing & Account Mgmt.)

• Led a team of 20 members with an SME for Voice Channel
• Monitored the performance and efficiency of team members, ensuring compliance with pre-set quality parameters, so that the business can achieve the key metrics.
• Achieved key KPIs: NPS, SLA, Repeat Rate, AHT, Quality Scores, 1x1s, Shrinkage, and Attrition.
• Handled escalations and conducted performance analysis.
• Conducted weekly and monthly reviews to drive operational enhancement
• Provided coaching and feedback

Client - British Telecom (Project - BT Retail technical support, PSTN, and Broadband)

• Led a team of 15 members as an SME for Voice Channel
• Achieved key KPIs: CSAT, Repeat Rate, AHT, Quality Scores
• Handled escalations and conducted performance analysis
• Provided coaching and feedback