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概要
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.
工作经历
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