Team Supervisor
Amazon
Total des années d'expérience :17 years, 7 Mois
• Handling a team of 16 Associates working for the Financial Services for UK Vendors.
• One Stop Shop for all the financial requirements.
• Reconciliation of Vendors Accounts on Payables & Receivables.
• Ensures that Associates have a clear understanding of the performance and behaviour criteria and how it impacts site performance and the overall Vendor experience.
• Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
• Implements performance goals, Monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
• Handling a team of 15 Advisors working for the Apple - I phone's
• Weekly documented review of previous week's team performance with Span Manager.
• Address the team at group level to brief about previous month's performance against goals & set targets & expectations of new month.
• Predict attrition threats through behavior & performance observations - RAG Analysis.
• Call Listening, Coaching & Feedback along with Coaching Form & North star documentation on the impacted drivers at advisor.
• Catch-up meeting with the respective Span Manager on reviewing yesterday's action execution, coaching, team stats etc. & also to identify real time help needed.
• Handled a team of 20 Advisors working for the UAE process, Banking Process where all the products of the bank like Credit Cards, Home Loan, Mortgage Loan, Auto Loan, Accounts were maintained.
• Monitored Incoming Calls & Prepared the report on performances of the team and share with the top management.
• Monitored the calls and coached the advisors on the call parameters. Con - call with the clients weekly about the performance and the Schedule Adherence.
• Ensured actions from Employee Satisfaction survey are implemented and continuously reviewed. Applied a process of continuous review and proactive management of absenteeism and attrition across all teams taking appropriate action where necessary.
• Responsible for Management of any campaign migration or new business implementation, Employee Engagement & Retention.
• Analyzed the RCA and initiated the DMAIC procedures. Co-ordinate for the Training Needs on the process & Self Development.
• Conducted meetings with Coaches/ Floor Walkers as needed & Involved in recruitment and Selection process of floor employees.
• Roistered Plans and ensured that adequate staffing is available to meet required services. Acted as a liaison between the employees and the upper management.
• Handled the escalation calls of the customers & Ensured the work place runs effectively and efficiently.
• Motivated team members to maximize their performance & encouraged upward flow of Ideas and concerns from the team to ensure Continuous Improvement
• Complied with agreed performance levels set and communicated by the managers & ensured Compliances with HR Policies and procedures.
• Handled total team size of 25 FTE’s & monitored the Roistering Plans and ensured that adequate staffing is available to meet required services.
• Forecasted Call Volumes & Patterns. Analyzed the Call Pattern MIS & analyzing trends on Call Hold Times, talk Times and Service Levels.
• Prepared the report of EWS - Early Warning System - Monthly & monitored the calls and coached the advisors on the call parameters.
• Prepared the questionnaire on the process and done a survey on the same. Encouraged and Initiated sharing of best practices.
• Interacted with the other operations teams to avail required information & worked closely with HR to ensure high employee morale and retention initiatives.
• Understood the billing parameters of clients and took measures to ensure billing optimization. Interacted with the other operations teams to avail required information. Monitored compliance adherence through timely audits, generating awareness on the floor.
• Managed people and their performance by matrices. Worked closely with the Manager to make sure the process runs smoothly.
• Maintained executive business-oriented relationships at the highest levels in pursuit of alliances that would advance or protect the co-operate interest.
• Understood and effectively integrated cooperate vision, line of business objectives, and associated value propositions within operations program design roll out.
• Approached the problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution.
• Handled total team size of 25 FTE’s & monitored the Roistering Plans and ensured that adequate staffing is available to meet required services.
• Forecasted Call Volumes & Patterns. Analyzed the Call Pattern MIS & analyzing trends on Call Hold Times, talk Times and Service Levels.
• Prepared the report of EWS - Early Warning System - Monthly & monitored the calls and coached the advisors on the call parameters.
• Prepared the questionnaire on the process and done a survey on the same. Encouraged and Initiated sharing of best practices.
• Interacted with the other operations teams to avail required information & worked closely with HR to ensure high employee morale and retention initiatives.
• Understood the billing parameters of clients and took measures to ensure billing optimization. Interacted with the other operations teams to avail required information. Monitored compliance adherence through timely audits, generating awareness on the floor.
• Managed people and their performance by matrices. Worked closely with the Manager to make sure the process runs smoothly.
• Maintained executive business-oriented relationships at the highest levels in pursuit of alliances that would advance or protect the co-operate interest.
• Understood and effectively integrated cooperate vision, line of business objectives, and associated value propositions within operations program design roll out.
• Approached the problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution