Prashanth U K

Experience

• 

  Convergys

  Jan 2004 - Oct 2007

  Team Manager

  To Monitor, Identify and resolve performance/Behavior/Attendance issues using prescribed Performance management techniques.Formulate and conduct refresher trainings to constantly improve the quality standards Chalk out and implement specific action plans for individual agents to promote their growth.Attend and host client calibrations to be updated and implement changes as per the requirements of the Client.Accountable for SLA’s like C-Sat, Calls Handled, AHT, Service levels etc.Support the recruitment team in conducting the final round of interviews for agent hiring for in-house, outstation and campus recruitments.Attend conference calls with client on Monthly Business Review and identify whether all the Service Level Agreements are met or not. If not met come up with actions plans and brief the management team.Co-ordinate with command center-Salt Lake City, UT, USA to ensure the smooth flow of daily activities.Develop specific feedback and role-play scenarios with Trainees to help handle and deliver calls up to speed in 2 weeks (phone-week).Support the launch of new products through the transition phase to ensure smooth handover to service delivery phase. Show less

• 

  Accenture, Banglore

  Oct 2007 - now

  Associate manager

  Project Management, Operation Management, Search management, Knowledge search improvement,Team Management , Sharepoint Implementation , Site Maintainance , Report generations, Website Analytics, Migration of platforms in sharepoint,content management, performance management, user acceptance testing