Vivekanand

· Ensuring compliance of service levels and answering levels: This involves monitoring and ensuring that the team is meeting the service levels and answering levels agreed with clients.

· Ensuring compliance of Shift Adherence & Login hrs: This involves monitoring and ensuring that team members are adhering to their assigned shift timings and logging in and out of the system on time.

· Keeping a close monitoring of agent & their system through screen barging tool: This involves monitoring and evaluating the performance of team members by using screen barge tools to read their chats and view their system activity.

· Ensuring 10% conversion of sales: This involves setting targets and ensuring that the team achieves a 10% conversion rate of sales.

· Preparing Daily performance report (e.g., APR, attendance, Escalation, VOC tracker, ): This involves preparing and analyzing daily performance reports and metrics to identify areas for improvement and to track progress.

· Planning TNI refresher of Bottom performers of Quality & Repeat Score’s: This involves identifying team members who are underperforming in quality and repeat scores and planning targeted training and coaching to improve their performance.

· Weekly meeting with all Team Members to discuss their achievements and mutually drawing a plan to improve the weakness: This involves conducting regular meetings with team members to discuss their achievements, identify areas for improvement, and plan strategies to improve their weaknesses.

· Developed and maintained courteous and effective working relationships.

· Demonstrated a high level of initiative and creativity while tackling difficult tasks.

· Participated in team projects, demonstrating an ability to work collaboratively and effectively.

· Resolved problems, improved operations and provided exceptional service.

· Adaptable and proficient in learning new concepts quickly and efficiently.

· Worked flexible hours across night, weekend and holiday shifts.

· Assisted with day-to-day operations, working efficiently and productively with all team members.

· Worked well in a team setting, providing support and guidance.

· Proven ability to learn quickly and adapt to new situations.

· Identified issues, analyzed information and provided solutions to problems.

• · Completing the KRA and other responsibilities assigned by the manager. Daily & weekly meeting with all Team Members to discuss their achievements & mutually drawing plan to improve the weakness.
• · Taking post & pre briefing and Session.
• · Ensuring compliance of service levels and answering levels of Inbound call volume.
• · Assistant Team leaders Performance review Ensuring Quality and adherence to guidelines.
• · Planning TNI refresher of Bottom performers of Quality & Repeat Score.s Roster planning of process as per forecast of the process.
• · Performance evaluation of Escalation associates.
• · Preparing Daily performance report (e.g. APR, attendance, Escalation, VOC tracker,Loss tracker).
• · Evaluation of daily VOC of process and share with Client & internal Team. Manpower/Capacity planning.
• · RCA (Repeat calls/ unique calls, call center calls flow).
• · Daily core analysis on C‑sat at process level Taking care of loss and escalation at process level

• Keeping track of various reports & performance analysis.
• Responsible to drive the KPI targets given by the client.
• Was monitoring the quality of calls, providing feedback to agents, ensuring compliance with service level standards, evaluating the performance of escalation desk associates, planning training programs for underperforming team members, preparing performance reports and conducting manpower planning, conducting root cause analysis and evaluating daily VOC, and conducting core analysis on C-SAT to enhance customer satisfaction.
• Learned and adapted quickly to new technology and software applications.
• Proven ability to learn quickly and adapt to new situations.
• Resolved problems, improved operations and provided exceptional service.
• Provided professional services and support in a dynamic work environment.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Proved successful working within tight deadlines and a fast-paced environment.
• Proven ability to develop and implement creative solutions to complex problems.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Delivered services to customer locations within specific timeframes.
• Self-motivated, with a strong sense of personal responsibility.

• · Ability to handle 20‑25 members.
• · Used to take team handles and educate the associates regarding their AHT, Login time
• · Sharing and working on lacking areas of team members to ensure high productivity and quality of Team.
• · Handled Floor as and when required at the same time responsible for escalated issues with Resolution within TAT
• · Ensuring compliance of service levels and answering levels.
• · Preparing Daily performance report (e.g. APR, attendance,VOC tracker). Evaluation of daily VOC of process and share with Client & internal Team. Publishing Dashboard (e.g. Tagging dashboard, ICF dashboard )
• · RCA (Repeat calls/ unique calls, call center calls flow, Vas services).

• Resolving customer issues related to Shopclues: This involves addressing customer concerns, complaints, and issues related to the products or services provided by Shopclues.
• Handling pre-sales/post-sales queries and complaints: This involves assisting customers with their queries related to the products or services offered by Shopclues, as well as handling complaints related to issues with the purchase or delivery of products.