Srikanth Koyyada

Experience

• 

  Sports Direct Int.

  Dec 2010 - Dec 2011

  Customer Sales Representative
• 

  Subway

  Nov 2013 - Dec 2014

  Sandwich Artist
• 

  AA New Zealand

  Nov 2014 - now

  • Ensure CSRs are dealing with customers in accordance with agreed customer service standards and processes through observation, feedback and coaching of service behaviours.• Ensure the clients brand image is maintained and CSRs are achieving KPIs through call monitoring.• Pro-actively work on the development, growth and up-skilling of CSRs as per Business training schedule.• Assist with the creation and distribution of training modules for Business, ensuring the information is up to date and relevant.• Maintain Business training schedule and ensure adequate systems and/or programme training is provided to each individual team member in a timely manner.• Assist the Business Operations Manager with recruitment, and in dealing with performance issues, ensuring compliance with relevant HR policies and processes.• Be responsible for inducting new employees and ensure they receive the appropriate training required for their roles.• Provide daily operational support to the Business by managing any phone escalations, clarify ‘exceptions’ to standard operating procedures and provide supervisory support to the CSRs.• Manage staff leave, training or other known absences to assist in managing staffing levels for rosters.• Provide weekly reports on individual and team performance against targets.• Provide leadership and direction to all staff through structured observation and coaching, proactive communication and successful introduction of initiatives and change.• Be pro-active in looking for ways to enhance and improve the service delivery, technical applications, product resource and training within Business.• Support the Business Operations Manager in maintaining a positive work environment, and in ensuring morale and teamwork are consistently high. Show less • Managing queues on a real Time basis and ensuring CSR's productivity is at the appropriate level.• Assisting and ensuring that roster coverage and excessive leave is managed.• Providing support to CSR’s of all 3 contact centres.• Ensuring all live complaints are handled and resolved within prescribed time frames.• Liaising with other departments and Managers.• Incident reporting such as managing sick calls and finding cover when required.• Ensuring all Daily and Monthly reports are completed.• First point of contact for any IT related issues or system Failure Escalations.• Maintaining Service Level for all 3 Contact Centres. Show less

  • Contact Centre Support and Improvement Manager

    Oct 2024 - now

  • Team Manager

    Jun 2019 - Oct 2024

  • Contact Centres Shift Coordinator

    Feb 2017 - Jun 2019

  • Customer Service Representative

    Nov 2014 - Feb 2017