Shift Supervisor
Sitel India
Total years of experience :12 years, 8 Months
• Worked as Marketing Executive in Bhatter & Sons, Calcutta
Duration: 1998 till 2001
➢ Joined as a Sales Trainee in the company
➢ Became a Sales / Marketing Executive in the next 3 months
➢ Products included sales of modular switches, circuit breakers and other electrical items.
➢ Also provided after sales services to the clients.
➢ Attended NIIT course during this period.
Rewards & Recognitions:
➢ Shining Star Award for exemplary performance at Sitel ( iYogi)
➢ Best Team Lead appreciation from the Client. ( Dell)
➢ Best Team Lead appreciation from the Client. ( AT&T U-verse)
➢ Best Team Lead appreciation from the Client. ( iYogi)
➢ Best Team Lead appreciation from the Client. ( Symantec)
➢ Successfully underwent the 6 Sigma Training and completed a project on the same.
➢ Winner at Leadership Plus Training for Team Leaders"
➢ Successfully groomed many technicians to become SME and Quality Analysts.
➢ Best Team Support while being SME
➢ Extra Miler Award "twice in Sutherland Global Services
➢ Appreciated with 'SYMANTEC PRODIGY AWARD.
➢ Symantec Idol of The Month 'award for 6 months.
• . Currently working as Shift Supervisor at Sitel India, Chennai,
Duration: 2013 to present
Responsibilities:-
➢ Responsible for the entire operational metrics during the shift hours / Day Quarter, including SL, SIR, shrinkage among others.
➢ Administer performance management by diagnosing improvement opportunities for the Team leaders, QAPs and associates.
➢ Providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Organize group training sessions on troubleshooting techniques on products and services.
➢ Identify and make recommendation for process improvements.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
• Worked as Acting AM / Team Lead in Infinite Computer Solutions, Bangalore,
• . Currently working as Shift Supervisor at Sitel India, Chennai,
Duration: 2013 to present
Responsibilities:-
➢ Responsible for the entire operational metrics during the shift hours / Day Quarter, including SL, SIR, shrinkage among others.
➢ Administer performance management by diagnosing improvement opportunities for the Team leaders, QAPs and associates.
➢ Providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Organize group training sessions on troubleshooting techniques on products and services.
➢ Identify and make recommendation for process improvements.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
• Worked as Acting AM / Team Lead in Infinite Computer Solutions, Bangalore,
Duration: 2010 to 2012
Responsibilities:-
➢ Direct operations as a liaison between clients, supervisors, and technicians.
➢ Administer performance management by diagnosing improvement opportunities for the team leaders, providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Conduct group training sessions on Sales procedures, products and services.
➢ Identified and made recommendation for process improvements.
➢ Develop Sales Techniques of each team member / supervisor to drive revenue growth.
➢ Monitor interaction between staff and callers to ensure quality assurance standards in terms of Sales norms and Technical Support provided.
➢ Review the statistics to measure supervisor performance and the need for improvement.
➢ Responsible for the production status of the 80+ associates / supervisors during the shift hours.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Liaison with HR for Retention and Appraisal meetings.
➢ Ensure that the SL is maintained as per the SOW.
➢ Prepare reports related to Sales Target Vs Achieved, Operational Metrics among others and publish it to the floor.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
➢ Do the appraisals for the agents / supervisors during their appraisal cycle.
• . Currently working as Shift Supervisor at Sitel India, Chennai,
Duration: 2013 to present
Responsibilities:-
➢ Responsible for the entire operational metrics during the shift hours / Day Quarter, including SL, SIR, shrinkage among others.
➢ Administer performance management by diagnosing improvement opportunities for the Team leaders, QAPs and associates.
➢ Providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Organize group training sessions on troubleshooting techniques on products and services.
➢ Identify and make recommendation for process improvements.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
• Worked as Acting AM / Team Lead in Infinite Computer Solutions, Bangalore,
Duration: 2010 to 2012
Responsibilities:-
➢ Direct operations as a liaison between clients, supervisors, and technicians.
➢ Administer performance management by diagnosing improvement opportunities for the team leaders, providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Conduct group training sessions on Sales procedures, products and services.
➢ Identified and made recommendation for process improvements.
➢ Develop Sales Techniques of each team member / supervisor to drive revenue growth.
➢ Monitor interaction between staff and callers to ensure quality assurance standards in terms of Sales norms and Technical Support provided.
➢ Review the statistics to measure supervisor performance and the need for improvement.
➢ Responsible for the production status of the 80+ associates / supervisors during the shift hours.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Liaison with HR for Retention and Appraisal meetings.
➢ Ensure that the SL is maintained as per the SOW.
➢ Prepare reports related to Sales Target Vs Achieved, Operational Metrics among others and publish it to the floor.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
➢ Do the appraisals for the agents / supervisors during their appraisal cycle.
• Worked as a Team Leader in AT&T U-verse, Sutherland Global Services, Chennai.
Duration: 2010
Responsibilities:-
➢ Handled the pilot batch during the launch of a new process AT&T UVerse ClickToChat.
➢ As Team Leader, motivated and supervised an inbound chat center for the Telecom Giant.
➢ Oversaw the implementation of organizational policies and procedures.
➢ Sincerely carry out duties as a mentor to the SME and shape him to the next level.
➢ Motivated employees to achieve personal goals and to consistently meet expected quotas.
➢ Ensured workflow efficiencies, customer service excellence, and quality assurance.
➢ Carry out a minimum of 2 audits per associate every week to ensure, the Quality of work as per the company standards are consistently being met.
➢ Responsible for the continuous development of Agents in the team through on-the-job calibration, motivation, corrective actions and coaching to improve customer service/problem solving skills.
➢ Do the appraisals for the agents during their appraisal cycle.
• . Currently working as Shift Supervisor at Sitel India, Chennai,
Duration: 2013 to present
Responsibilities:-
➢ Responsible for the entire operational metrics during the shift hours / Day Quarter, including SL, SIR, shrinkage among others.
➢ Administer performance management by diagnosing improvement opportunities for the Team leaders, QAPs and associates.
➢ Providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Organize group training sessions on troubleshooting techniques on products and services.
➢ Identify and make recommendation for process improvements.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
• Worked as Acting AM / Team Lead in Infinite Computer Solutions, Bangalore,
Duration: 2010 to 2012
Responsibilities:-
➢ Direct operations as a liaison between clients, supervisors, and technicians.
➢ Administer performance management by diagnosing improvement opportunities for the team leaders, providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Conduct group training sessions on Sales procedures, products and services.
➢ Identified and made recommendation for process improvements.
➢ Develop Sales Techniques of each team member / supervisor to drive revenue growth.
➢ Monitor interaction between staff and callers to ensure quality assurance standards in terms of Sales norms and Technical Support provided.
➢ Review the statistics to measure supervisor performance and the need for improvement.
➢ Responsible for the production status of the 80+ associates / supervisors during the shift hours.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Liaison with HR for Retention and Appraisal meetings.
➢ Ensure that the SL is maintained as per the SOW.
➢ Prepare reports related to Sales Target Vs Achieved, Operational Metrics among others and publish it to the floor.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
➢ Do the appraisals for the agents / supervisors during their appraisal cycle.
• Worked as a Team Leader in AT&T U-verse, Sutherland Global Services, Chennai.
Duration: 2010
Responsibilities:-
➢ Handled the pilot batch during the launch of a new process AT&T UVerse ClickToChat.
➢ As Team Leader, motivated and supervised an inbound chat center for the Telecom Giant.
➢ Oversaw the implementation of organizational policies and procedures.
➢ Sincerely carry out duties as a mentor to the SME and shape him to the next level.
➢ Motivated employees to achieve personal goals and to consistently meet expected quotas.
➢ Ensured workflow efficiencies, customer service excellence, and quality assurance.
➢ Carry out a minimum of 2 audits per associate every week to ensure, the Quality of work as per the company standards are consistently being met.
➢ Responsible for the continuous development of Agents in the team through on-the-job calibration, motivation, corrective actions and coaching to improve customer service/problem solving skills.
➢ Do the appraisals for the agents during their appraisal cycle.
• Worked as a Team Leader in Symantec, Sutherland Global Services, Visakhapatnam.
Duration: 2009 till 2010
Responsibilities:-
➢ Was in the Final Technical Panel for Symantec during recruitment.
➢ Oversee team schedules to maximize productivity while ensuring SLA is maintained in the most cost-effective manner possible.
➢ Guide the (Subject Matter Expert) SME and Callback associate in the most cost effective discharge of their duties.
➢ Identify the best associates in the team and guide them in the best way to achieve their respective goals and refer them to the management whenever there is a requirement.
➢ Prepare and present a detailed report of the previous week's performance and improvements, if any, to the management, in the performance review meet held every week.
➢ Do the appraisals for the agents during their appraisal cycle.
• . Currently working as Shift Supervisor at Sitel India, Chennai,
Duration: 2013 to present
Responsibilities:-
➢ Responsible for the entire operational metrics during the shift hours / Day Quarter, including SL, SIR, shrinkage among others.
➢ Administer performance management by diagnosing improvement opportunities for the Team leaders, QAPs and associates.
➢ Providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Organize group training sessions on troubleshooting techniques on products and services.
➢ Identify and make recommendation for process improvements.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
• Worked as Acting AM / Team Lead in Infinite Computer Solutions, Bangalore,
Duration: 2010 to 2012
Responsibilities:-
➢ Direct operations as a liaison between clients, supervisors, and technicians.
➢ Administer performance management by diagnosing improvement opportunities for the team leaders, providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Conduct group training sessions on Sales procedures, products and services.
➢ Identified and made recommendation for process improvements.
➢ Develop Sales Techniques of each team member / supervisor to drive revenue growth.
➢ Monitor interaction between staff and callers to ensure quality assurance standards in terms of Sales norms and Technical Support provided.
➢ Review the statistics to measure supervisor performance and the need for improvement.
➢ Responsible for the production status of the 80+ associates / supervisors during the shift hours.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Liaison with HR for Retention and Appraisal meetings.
➢ Ensure that the SL is maintained as per the SOW.
➢ Prepare reports related to Sales Target Vs Achieved, Operational Metrics among others and publish it to the floor.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
➢ Do the appraisals for the agents / supervisors during their appraisal cycle.
• Worked as a Team Leader in AT&T U-verse, Sutherland Global Services, Chennai.
Duration: 2010
Responsibilities:-
➢ Handled the pilot batch during the launch of a new process AT&T UVerse ClickToChat.
➢ As Team Leader, motivated and supervised an inbound chat center for the Telecom Giant.
➢ Oversaw the implementation of organizational policies and procedures.
➢ Sincerely carry out duties as a mentor to the SME and shape him to the next level.
➢ Motivated employees to achieve personal goals and to consistently meet expected quotas.
➢ Ensured workflow efficiencies, customer service excellence, and quality assurance.
➢ Carry out a minimum of 2 audits per associate every week to ensure, the Quality of work as per the company standards are consistently being met.
➢ Responsible for the continuous development of Agents in the team through on-the-job calibration, motivation, corrective actions and coaching to improve customer service/problem solving skills.
➢ Do the appraisals for the agents during their appraisal cycle.
• Worked as a Team Leader in Symantec, Sutherland Global Services, Visakhapatnam.
Duration: 2009 till 2010
Responsibilities:-
➢ Was in the Final Technical Panel for Symantec during recruitment.
➢ Oversee team schedules to maximize productivity while ensuring SLA is maintained in the most cost-effective manner possible.
➢ Guide the (Subject Matter Expert) SME and Callback associate in the most cost effective discharge of their duties.
➢ Identify the best associates in the team and guide them in the best way to achieve their respective goals and refer them to the management whenever there is a requirement.
➢ Prepare and present a detailed report of the previous week's performance and improvements, if any, to the management, in the performance review meet held every week.
➢ Do the appraisals for the agents during their appraisal cycle.
• Worked as Technical Support Executive and then promoted to Team Support in Symantec Process, Sutherland Global Services. Chennai.
Duration: 2006 till 2009
Responsibilities:-
➢ Meeting high volume KPI performance standards.
➢ Meeting required standards of service.
➢ Resolving technical issues with customer's products.
➢ Achieving the Sales Target.
➢ Assisting the Team Leader in the daily responsibilities.
➢ Training new technicians in the process.
• . Currently working as Shift Supervisor at Sitel India, Chennai,
Duration: 2013 to present
Responsibilities:-
➢ Responsible for the entire operational metrics during the shift hours / Day Quarter, including SL, SIR, shrinkage among others.
➢ Administer performance management by diagnosing improvement opportunities for the Team leaders, QAPs and associates.
➢ Providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Organize group training sessions on troubleshooting techniques on products and services.
➢ Identify and make recommendation for process improvements.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
• Worked as Acting AM / Team Lead in Infinite Computer Solutions, Bangalore,
Duration: 2010 to 2012
Responsibilities:-
➢ Direct operations as a liaison between clients, supervisors, and technicians.
➢ Administer performance management by diagnosing improvement opportunities for the team leaders, providing effective feedback, coaching, training, professional development, and corrective action plans for team members.
➢ Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet /exceed objectives.
➢ Conduct group training sessions on Sales procedures, products and services.
➢ Identified and made recommendation for process improvements.
➢ Develop Sales Techniques of each team member / supervisor to drive revenue growth.
➢ Monitor interaction between staff and callers to ensure quality assurance standards in terms of Sales norms and Technical Support provided.
➢ Review the statistics to measure supervisor performance and the need for improvement.
➢ Responsible for the production status of the 80+ associates / supervisors during the shift hours.
➢ Liaison with other departments like Logistics, Admin, Quality for smooth operations.
➢ Liaison with HR for Retention and Appraisal meetings.
➢ Ensure that the SL is maintained as per the SOW.
➢ Prepare reports related to Sales Target Vs Achieved, Operational Metrics among others and publish it to the floor.
➢ Identify the Training Need Analysis ( TNA) and liaison with the Training Department to ensure that the agents / supervisors are adequately equipped to handle scenarios.
➢ Do the appraisals for the agents / supervisors during their appraisal cycle.
• Worked as a Team Leader in AT&T U-verse, Sutherland Global Services, Chennai.
Duration: 2010
Responsibilities:-
➢ Handled the pilot batch during the launch of a new process AT&T UVerse ClickToChat.
➢ As Team Leader, motivated and supervised an inbound chat center for the Telecom Giant.
➢ Oversaw the implementation of organizational policies and procedures.
➢ Sincerely carry out duties as a mentor to the SME and shape him to the next level.
➢ Motivated employees to achieve personal goals and to consistently meet expected quotas.
➢ Ensured workflow efficiencies, customer service excellence, and quality assurance.
➢ Carry out a minimum of 2 audits per associate every week to ensure, the Quality of work as per the company standards are consistently being met.
➢ Responsible for the continuous development of Agents in the team through on-the-job calibration, motivation, corrective actions and coaching to improve customer service/problem solving skills.
➢ Do the appraisals for the agents during their appraisal cycle.
• Worked as a Team Leader in Symantec, Sutherland Global Services, Visakhapatnam.
Duration: 2009 till 2010
Responsibilities:-
➢ Was in the Final Technical Panel for Symantec during recruitment.
➢ Oversee team schedules to maximize productivity while ensuring SLA is maintained in the most cost-effective manner possible.
➢ Guide the (Subject Matter Expert) SME and Callback associate in the most cost effective discharge of their duties.
➢ Identify the best associates in the team and guide them in the best way to achieve their respective goals and refer them to the management whenever there is a requirement.
➢ Prepare and present a detailed report of the previous week's performance and improvements, if any, to the management, in the performance review meet held every week.
➢ Do the appraisals for the agents during their appraisal cycle.
• Worked as Technical Support Executive and then promoted to Team Support in Symantec Process, Sutherland Global Services. Chennai.
Duration: 2006 till 2009
Responsibilities:-
➢ Meeting high volume KPI performance standards.
➢ Meeting required standards of service.
➢ Resolving technical issues with customer's products.
➢ Achieving the Sales Target.
➢ Assisting the Team Leader in the daily responsibilities.
➢ Training new technicians in the process.
• Independent Trader / Consultant in Stock Markets and Investments.
Duration: 2003 till 2006
➢ Providing Stock Options and Investment Strategies to Individuals.
➢ Follow the various Indices / Markets and invest / trade accordingly.
➢ Ensured the Client's investments are profitable and bought /sold scripts accordingly.
• Worked as Software Engineer in Zeal Software Solutions, Chennai.
Duration: 2001 till 2003
➢ Startup Company in a partnership.
➢ Started as software engineer involved in the coding process.
➢ Moved into administration and product marketing.
➢ Was responsible for the marketing of customized products for various clients.
➢ Products included Internet Café maintenance software, Sales & Invoice software among others.
B.E. (Electronics and Communication) - National Engineering College, Kovilpatti '98
