Manager
Tech Mahindra
Total years of experience :9 years, 2 Months
Handling team of 15 - 40 agents
Ensure minimum abandonment call rate.
Ensure that adequate agents are logged in at all times.Ensure that all the updates are given out to
the agents on time.Ensure that the quality, productivity and AHT
are meeting the KRO’s
Ensuring competitive spirit within the team.
Grooming agents for their next level
Devising new methods to ensure that the
Agents know their performance on time.
Handling escalated calls.
Part of the COPC team for performance
analyzing and improvement of performance.
Evaluating calls of agents belonging to other
teams. Compiling queries about existing products and
forward to clients.Setting meaningful targets for the agents.
Conduct formal and informal upward/downward
appraisals for the team.Handling technical issues and following it
up.Providing inputs for digitization of the process.
Ensuring shift handover is done efficiently and effectively.
Ensuring that security levels for the process. is maintained by self and by the agents at
all times.