SUMAN Dutta

• Currently joined HCLTech as an on paper Assistant Manager in an IT project, who is responsible to handle production, attendance, quality of the whole team.
• Performing quality audits of US calls taken by our L1 agents & sending feedbacks to their team managers. Also work closely with all the team managers to discuss improvements of their agents & future planning.
• Preparing TNA & TNI for agents. Also iNPS performance report for all agents.
• Arranging weekly meetings with all Team managers to provide feedbacks of their agents & also discuss about process improvements.
• Work closely with the management to meet deadlines & KPIs
• Arranging huddles, team meetings & trainings for agents, Team managers & new joiners.
• Also selected as an interview panelist in HCLTech & currently taking interviews every week.
• Arranging daily & weekly Calibrations with clients.

• Auditing recorded calls/Chats/emails/SMS of UK advisors & providing them scores, based on the service they have provided to the customer & creating feedbacks for them by completing evaluations. Then sending audit results to their mangers.
• Maintaining production & quality for achieving daily & monthly targets.
• Taking online live chats of UK customers & creating account amendments like billing, Budget Direct Debit setup, Payment plans setup over SAP.
• Along with above worked as an SME for 1 year & then as a Team manager since last 2 years, who is responsible to handle production, attendance, quality of the team.
• Arranging huddles, team meetings & trainings for team members & new joiners.
• Arranging Calibrations with UK clients. Also responsible to handle monthly KPIs