Dibya Prakash Panda

Experience

• 

  Knoah Solutions

  Mar 2020 - Jun 2021

  Customer Relationship Executive
• 

  24-7 Intouch

  Jun 2021 - Jan 2023

  Subject Matter Expert
• 

  IntouchCX

  Feb 2023 - Jun 2024

  Acting Team Lead

  Promoted as a Acting Team Lead, started handling a team on an average FTE of 20-24 agents.Tracked all KPI's on a daily basis, and ensured the team is aware of their numbers at all times, via an automated data studio Report.Compiles skill reports like Shrinkage, Aux metrics of the agent and collate required data on which they are gauged.Shrinkage (<8% DoD) /Attrition (<5% MOM) Management via EWS.Annual Performance Appraisals - SMART Rating, scored on Bell Curve.WTD,EOD reports, to be sent to the management and internal executive team.Reviewing live transactions/audits on a daily basis, and share feedback as required. This also helped ensure accurate information is being provided, and quickly retract if incorrect.Coached 100% of the team on a weekly basis, on so skills and process opportunities identified by Ops, QA and RTA teams.Reviewed quality assurance procedures and identified areas of opportunities.Participated in weekly QA calibrations and Daily management Huddles with all support canters.Prepared Dashboards using Excel and Access DB to report the Trends in performance of Customer service agents and also on the key pain points of the Process Show less