MY ACTIVITIES INCLUDE:
·To manage our 24 hour call centre, interact with US Based clients, understand their requirements and ensure that the same are met.
·Staff Motivation, Performance appraisal of team members and counselling for performance and capability building in conformance with goals.
·Regularly conduct Process and Product training to teams.
·On-field study of services and products offered by our client.
·Survey of common problems faced by the end users and creating a knowledgebase.
·Training and deploying personnel to handle voice calls.
·To ensure that all calls are handled as per the specific and documented requirements of clients.
·Use the MIS reports to further analyse and improve on functioning.
·Maintaining 100% customer satisfaction Index.
·Maintaining discipline within team.
·Managing a Support Team & Analyzing their difficulties and responsibilities.
·Monitor attendance, productivity and punctuality of the team.
·Quality Checks on calls handled.
·To generate reports on a regular basis as per the specifications of the client ad submit them to the concerned person.
·To ensure all problems affecting service are resolved at the earliest.
·Ensure proper working of the Support Center equipment and take necessary steps for rectification in case of problems.
·Has experience in working across all the shifts(Including night shift)
Experience in Voice based-support:
As a Project Leader, I was responsible for setting up and starting off services for our second
voice-based support client. During this period I was also responsible for managing the operations
of our second overseas voice- based support center at New Jersy, U.S.A
Stayed in New Jersey for 3 months and set up the technical infrastructure and managed a team
of 20 people in New Jersy as well as In India related to Wireless products.