Shourya Singh
Gurugram
Summary
Insightful experience of around 3 years and I am associated in Ezmall.com as Team Leader– Operations since 2018. Handling overall functioning of processes & implementing processes in line with the pre-set guidelines. Managing processes/SOPs and streamlining workflow & creating team work environment to enhance productivity innovatively
Overview
5
5
years of professional experience
Work History
Senior Team Leader
IEnergizer
05.2022 - 12.2023
- Set clear team goals and delegated tasks and set deadlines.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Discovered training needs and provided coaching.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Produced weekly, daily and monthly activity reports and forecasts.
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
Team Leader
1Point 1 Solution Pvt. Ltd (EZMall.com)
09.2018 - 05.2022
- Handling overall functioning of processes & implementing processes in line with the pre-set guidelines
- Managing processes/SOPs and streamlining workflow & creating team work environment to enhance productivity innovatively
Education
Bachelor of Arts -
Skills
- Strong interpersonal skills both within the organization and externally at all the levels
- Excellent analytical, managerial, oral and written communication
- Willingness and capability to learn new things, having positive attitude, optimistic, hardworking, honest, ability to work under stress, leadership qualities and presentation skills
- Knowledge of Windows, Word, Excel and Power Point
Languages
English
Hindi
Roles And Responsibilities
- Supervising and Managing a team size of 35.
- Ensure process meet service level agreement
- Actively manage staff on a regular basis
- Responsible for delivery of all customer and shareholder metrics as per goals
- Involved in the recruitment of agents.
- Recognizing the training needs and conduct refreshers accordingly
- Handling Inbound, Outbound Activities
- Monitor and coach team to achieve desired productivity
- Handling different activities at one time
- Sharing reports of different activities with Client
- Focusing to achieve desired SLA’s define by client
- Calibrations – Internal/External to improve agent’s call quality
- Generating team performance reports on daily basis and tracking month to date performance
- Controlling Attrition, shrinkage, Call Qualty.
Current Designation
Team Leader
Personal Information
- Date of Birth: 08/28/97
- Gender: Male
- Marital Status: Single
Hobbies and Interests
- Interracting People.
- Listening Song.
- Outdoor Sports
Disclaimer
The above provided information is true and authentic for any issue due to the same I would be responsible.
Timeline
Senior Team Leader
IEnergizer
05.2022 - 12.2023
Team Leader
1Point 1 Solution Pvt. Ltd (EZMall.com)
09.2018 - 05.2022
Bachelor of Arts -
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