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خلاصہ
Expand my career knowledge through challenges faced in daily work schedules, learning new skills, work ethics and character traits, as well as building on my confidence, so as to be a more accommodative person in the field.
تجربہ
Team Leader
v Roles & Responsibilities
· Responsible for day to day operations, managing Call center KPIs like AHT, Login hours, Shrinkage, Quality, Schedule Adherence etc.
· Managing Outbound queue on Abandoned calls and technical ticket resolutions.
· Daily productivity / quality and other reports.
· Managing daily and weekly management reviews on overall call center performance.
· Acting as one point contact for inter department coordination.
· Responsible for Quality Assurance of the Team and Processes.
· Taking key decisions with respect to timely execution of the Processes.
· Analyzing all the report of the floor the drive the trends and provide with corrective action.
· Fortnightly One On Ones with the CSRs to discuss performance and improvement plans.
· Responsible for Weekly Scheduling for CSRs and L2s.
· Managing L2 team for escalations handling and Technical tickets resolution.
Team Lead
Currently I m working as Team lead in Abacus Consulting and leading 3 project at once