Team Leader since April, 2008
WIPRO BPO
Total years of experience :6 years, 5 Months
Worked for Wipro Bpo from july 2006 till Nov 2012
Experience in WIPRO BPO
• Worked as a Team Leader since April, 2008.
• Customer Care professional (July 2006 to April 2008)
Role as a Customer Care Professional
• Answering calls for Health Care provider and solving their queries
• Meeting Floor Targets like AHT, Quality, Productivity and Wapmo.
• Mentoring New Team members and coaching them to meet their Targets.
• Providing floor support for the New Teams on the Floor.
Role as a Team Leader
• Managing a team of around 15 people and helping them meet the CPM's.
• Independently handle, assist the customer to determine problems and provide resolution on any customer care issues and service problems.
• Looking after the needs of the agents and creating an environment of joy while working.
• Outlier Management: Management of the bottom three performers and grooming them to meet the client parameters and improve their level of performance.
• Administering and ensuring successful implementation and completion of all Performance improvement plans.
• Conduct audits and identify training needs and assist with training within the group.
• Liaison with other areas of the company affecting customer support. One to One relationship management.
• Motivating associates by effective management, career development and mentor them.
• Trend Analysis: To keep a check on the trending of the individual agent and prepare a list of actionable items to be followed in case of a downward trend.
• Preparing weekly reports for the team.
• Maintaining attendance
• To have a control on the teams attrition and to identify the probable attrite in the team and then try and work out an actionable to retain the employee.
Achievements in the Organization: • Certified by Uniprise Operations Training & Development.
• I was the HIPAA representative for my team responsible for ensuring adherence to HIPAA and BS7799 policies.
• Appreciated for maintaining quality standards as outlined by the client through out my tenure as a CCP.
• Certified among the first core team of the process for the completion of the course COBC (Code Of Business Conduct)
• Successfully completed the Team Leader Readiness Program in May, 2008 and was certified for the same.
• Handled pilot teams for the new projects in the process.
• Awarded the Best process trainee.
• Appreciated for organizing the R&R events of process.
Strength And Skills: • Achievement & Result-oriented
• Dedicated & Punctual.
• Proficient with the use of Windows, Internet & Microsoft Office.
• Good communication & Interpersonal Skills with Convincing Ability.
• Good analytical skills.
• Hard Working.
• Awarded the Rajya Pursakar (State Award) Scout for the State.
• Convenor of ACIUF (All India Catholic University Federation)
• Captain of the school Cricket Team.
• Represented the college basketball team at All India sports meet.
• Represented the division at regional's for Rashtrapati (President) Scout Award.
• B.Com from St. Xaviers College - Calcutta University
• Higher Secondary from Sacred Heart School Kharagpur (2001-03)