Experience

• 

  Patra corporation

  Dec 2015 - May 2022

  Customer service team lead

  ⮚ Preparing checklists and Quality reports in a timely manner.⮚ Checking and validation of Insurance policies.⮚ Streamlining the process of policy checking time to time.⮚ Interacting with US customers through Emails on daily basis and also through Zoom meetings once in a week. ⮚ Managing a team of 20 members at a local site and at Philippines site remotely.⮚ Allocation of work to the team ⮚ Checking with the team on production, quality and Average handling time by pulling the reports in time to time. ⮚ Maintaining the performance reports of associates in a timely manner.⮚ Providing the performance evaluation and appraisal feedback accordingly. ⮚ Planning and allocating resources within the process as per requirement and priorities. ⮚ Having one to one sessions with associates to improve the process and also to address their concerns. ⮚ Participating in the team meetings of Sr. Managers and managers to get the internal feedback, updates and also to escalate any concerns of my team. ⮚ Maintaining the root cause analysis on weekly basis by taking call with the associates ⮚ Maintaining the reports on SLA management in daily basis and will plan to make it done within the TAT.⮚ Preparing the Benchmark timings on each LOB to reduce or improve the AHT.⮚ Preparing the time accountant reports by using pivot in Excel to check the employee performance on the tasks what he performed Show less

• 

  Wns

  May 2022 - now

  • Managing a team of 130 members.• Manage job assignment on day –to-day basis, monitoring performance on job or queue adherence, volume and quality.• Support hiring and training of new associates.• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis. • Develop the work schedule of the week by balancing work acorss various workflows.• Track quality and utilization metrics. • Maintaining Shrinkage on daily, weekly and monthly basis. • Responsible for Attrition and create healthy awareness within the team to reduce unhealthy attrition. • Preparing SWOT analysis monthly to know the team Strengths, Weakness, Opportunities, Threats.• Maintaining EWS tracker and RAG analysis monthly. • Having Daily reviews with Managers on the process excellence and process related queries.Key responsible for Meeting targets for alligned metrics like production,quality,AHT,TAT,Attrition,Shrinkage, Performance evaluation, Roster preparation & CSAT Show less • Managing a team of 40 members.• Maintaining Shrinkage on daily, weekly and monthly basis. • Responsible for Attrition and create healthy awareness within the team to reduce unhealthy attrition. • Preparing SWOT analysis monthly to know the team Strengths, Weakness, Opportunities, Threats.• Maintaining EWS tracker and RAG analysis monthly. • Maintaining Feedback tracker with RCA and VOA. • Having Daily reviews with Managers on the process excellence and process related queries.• Preparing Handover reports at the end of the shift. • Maintaining Time and Motion Study analysis to get efficiency of work activities by assessing the amount of time needed to complete each task within the process. • Preparing the time accountant reports to check the employee performance on the tasks what they performed• Having one to one sessions with associates to improve the process and also to address their concerns• Taking care of Roster Management on weekly basis. • Maintaining the work to be done within TAT and making sure that Team should work within the TAT by maintaining hourly reports.• Publishing team production and Quality reports.• Taking care of quality production by making them to have regular sessions with team on updates and feedbacks• Providing the performance evaluation and appraisal feedback accordingly. • Planning and allocating resources within the process as per requirement and priorities.• Participating in Client calls on the discussion of Project Management Show less

  • Deputy Manager

    Aug 2024 - now

  • Assistant Manager

    May 2022 - Aug 2024