assistant manager
ASPIRE BPO
Total years of experience :12 years, 11 Months
People management including all HR issues, as well as staff development
•Operational management managing the floor, adherence to schedule
•Ownership and problem resolution
•Identification of improvement areas and making action plans for improvement
•Contributing initial hiring and selecting process for the front line
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call
•Handle complex customer queries and complain schedule training sessions and meetings
•Motivation, leadership for a team of 20 and developing future leader
•Conducting performance appraisal for the team