Team Lead, Operations
Ecare-24x7
Total years of experience :4 years, 2 Months
• Monitored weekly sales to write reports for senior leadership and streamline operational processes.
• Planning and executing the sales targets.
• Developed the team through motivation, counselling skills and product knowledge.
• Monitored the performance of individuals and team by proper reporting and communication mechanisms involving sales reports, sales meetings and individual growth plans.
• Ensured sales and product training are provided to the team as required from time to time for enhancement in productivity of the team.
• Maintained the SLA by managing the attrition and shrinkage rates along with Customer satisfaction and DSAT analysis.
• Monitoring weekly agent data and providing feedback.
• Ensuring adequate training and feedback is given to agents.
• Making sure that agents adhere to and follow the SLA.
• Helping and motivating agents to improve their quality scores and to provide resolutions to users on social media platforms and support tickets.
• Assisting the quality team with audits and data.
• Mentoring new hires.
• Maintaining hygiene by keeping the shrinkage and attrition rate under control.
Pursued Bachelors of Computer Applications degree in first class.