Call Centre Supervisor, Customer Relations Department
DM Healthcare
Total years of experience :7 years, 6 Months
My job with DMH involves the following duties;
Managing the Call Centre in its day to day functions to be at par with the best in the customer service industry
Advising the management on the targets and measurements for gauging the effectiveness of the call centre functions.
Managing the documentations and reports of the Call centre on the basis of forecasting and analyzing the productivity in the daily functions of the call centre.
Performance appraisal for the staff assigned in the call centre.
Conducting regular Training Need Analysis on the existing staff and taking necessary measures based on the results.
Participate in staffing, departmental and client based meetings as needed
Mentoring and developing the staff to meet the targets as advised by the management
Ensuring effective utilization of the resources available to provide quality service to the customer market in focus.
My employment with Sutherland Global Services included the following;
Mentoring and developing new /existing staff to meet customer service and communication requirements.
Assist Team Manger and management with any special projects assigned and provide backup to team manager.
Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies / issues to team manager when necessary.
Maintain professional working relationship with internal and external customers, customer service management and colleagues.
Supports decisions made by Management and conveys positively to team members and other C/S locations.
Perform quality assurance on work processed.
Work effectively as part of a team to achieve individual, team and departmental objectives.
Provide flexible support for team members and other teams and foster a positive and a motivating environment.
Demonstrate a positive and flexible approach to changing business priorities.
Gathering business requirements and analysis activities to facilitate continuous Improvement.
Report to local management on progress of selected projects.
I completed my Masters in Business Administration from the prestigious Annamalai University through the Distance Education programme. As I was working along with my studies, this gave me an excellent opportunity to clearly understand and define what management is all about and also helped in creating personnel effectiveness in my job. I passed out in 2010 with 3.5GPA
I completed my Bachelors in Business Management with a specialization in Personnel Management from the Mangalore University. During the course, I had taken part in various inter-colleghiate compettions and hav won several awards for public speaking, creative writing and debates. I have also undergone internships in a few prestigious organizations and have also submitted a research paper on Employee Satisfaction. I completed my Degree in 2008 with 3 GPA.
