Vijay Gupta

Roles and Responsibility

• Managed all operation issues, malfunctions and faults, using excellent problem-solving abilities to resolve matters promptly.
• Held weekly meetings to communicate tasks, delicate priorities to staff and agree on goals.
• Helped new employees settle into working environments by onboarding and training on best practices and processes.
• Managed staff hiring for operations by researching social media, posting job ads, reviewing CVs and interviewing.
• Collaborated with line managers on department performance and KPIs.
• Managed smooth operations and communicated timely updates to coordinate administrative activities.
• Monitored staff performance and developed improvement plans.

Roles and Responsibilities

• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Conducted regular staff surveys to understand employee views of processes and operations, actioning feedback appropriately.

Roles and Responsibility :-

• Ability to handled 50 advisors
• Hourly feedback to improve the productivity
• Random audits to check the error on documentation
• Arrange TNI refresher to the bottom performer on the basis of area of opportunity
• Team huddle to discuss the previous day performance and set the expectation
• Taking pre and post shift briefing.

Roles and Responsibilities :-

Was handling 25 agents and responsible for all KPI i:e AHT, Quality login hours and ICF (instant customer feedback)

• Sharing feedback on the lacking area and opportunities to work on the controllable
• Call listening of good calls with the bottom performance
• Managing floor to check basic hygiene also escalating real time issue to the client and taking follow up until the issue will not resolve
• Evaluating the the VOC of the process and sharing with client and internal team
• Manpower and Capacity planning
• taking care of all compliance given by the client and the management
• Quality monitoring and random audit to the check basics.
• Team performance management.

Roles and Responsibilities

• KPI Achievement - Driving the center performance in order to meet the defined process targets.
• Daily and weekly review for the team to identifying the problem and area of improvement
• Team huddle and discuss the previous day planning to achieve the desired target.
• Keep motivating team and tracking hourly performance
• Planning TNI session for the bottom performance as per their quality score
• Daily repeat call