First Line Manager - Operations
IBM India Pvt. Ltd
Total years of experience :18 years, 3 Months
Job Responsibility
· Help team to manage daily operations on the production foor
· Supervising and motivating staff, according to Total Jobs
· Plans and prepares work schedules and assigns specific
tasks to the team member
· Recruits staff and plan new hire training requirement needs
· Manage smooth flow of the call volume on the help desk
· Routing the client escalations to the next level support team in
order to enhance the performance of the Help desk altogether
· Makes sure the Help desk achieves the daily metric targets
individually
· Prepare a Daily/Weekly and Monthly record for all the Team
members on the production floor on their performance
· Arrange Rewards & Recognition program for the Top
performers of the month
· Monitor customer data, and develop customer's loyalty program
Achievements'
· Received agent of the month award for the last 10 consecutive
months on the production floor for maintaining high standard
of call quality
· Certified best of IBM agent for the fiscal year 2011
· Received multiple client appreciations on the phone call as
well on emails
Job Responsibility
·Managing staff and organizing their timing schedule
·Training new hires with the process related questions and
concerns
·Coaching the team members on customer service and Tele
Phone etiquette
·Monitoring live calls on random basis and giving real-time
feedback to improve their performance metrics
·Handling customer complaints, compliments, and rewarding
program
·Preparing weekly/ monthly /yearly performance reports for the
team members
·Following up on performance of the sales team
·Motivating the team members to achieve the sales targets on
daily basis
·Working a flexible schedule based on business needs that
include evenings, weekends and holidays
Achievements'
·Stacked # 1 agent for the production floor for 11 times out of
18 months
·Received best agent of the quarter for consecutive three
times in a row for 2009 on the basis of customer
satisfaction surveys conducted by the company
·Received multiple client appreciation on emails
·Nominated for a work shop on customer satisfaction by
Leadership Team
Job Responsibility
· Worked closely with other Sales Team members to provide
a high degree of attentive, professional Customer service
· Followed up on all customer needs and requests
· Identified new opportunities for extending services &
solutions
· Setting the targets for the
Training Courses Art of Sales, Business Etiquette, Telephone Etiquette, Customer Service, Employee Outcomes , Time Management, Team Building.