Team Leader
sitel-india
Total years of experience :19 years, 11 Months
1. Planning FTE requirement based on the data trends.
2. Forecasting expected volumes using various methodologies based on the data trends
3. Creating and maintaining Database to track the variances for the metrics planned.
4. Analyzing the performances for various projects and highlighting areas of concerns to the Scheduler and RTA team in-order to ensure optimum utilization of resources.
5. Preparing Reports and Presentations as required by the Clients based on the process transitions flow and performances.
6. Process BTP and GM for the respective processes.
7. Automating the existing reports and Hiring Plan structures in-order to minimize the time utilization for updating reports.
8. Rostering and Scheduling of agents and TL’s for the assigned projects.
9. Creating and maintaining various reports like Productivity Report, Quality report and Attendance report for various processes.
10. Analyzing the performances and highlighting areas of concerns to the respective process heads.
11. Preparing Reports and Presentations as required by the SDL’s and Clients in U.K and U.S.
12. Staffing and Billing for all levels in various processes.
13. Analyzing the Agent-level, Team-level and Process-wise performances and designing the Performance Improvement Plans for the bottom performers.
14. In-charge of 2 Six Sigma Projects related to Business revenue. Maintaining the database and various reports related to same.
15. Currently involved in streamlining Transport Workflow and data maintenance.
16. Handling the Incentive Structures and Salary Trackers for both International and Domestic processes.
17. Planning and Scheduling the WFM roster, considering the Business requirements and providing support from WFM ensuring Continuity of business.
18. Accountable to Groom the team members on the areas that will enhance their skills for the next level.
19. Update and create sets of Excel and Access Test for the Interview candidates.
20. Conducting 1st round of Personal Interview and short-list the Candidates for next level of rounds.
1. Rostering and Scheduling of agents and TL’s for the assigned projects.
2. Creating and maintaining various reports like Productivity Report, Quality report and Attendance report for various processes.
3. Analyzing the performances and highlighting areas of concerns to the respective process heads.
4. Preparing Reports and Presentations as required by the SDL’s and Clients in U.K and U.S.
5. Staffing and Billing for all levels in various processes.
6. Analyzing the Agent-level, Team-level and Process-wise performances and designing the Performance Improvement Plans for the bottom performers.
7. In-charge of 2 Six Sigma Projects related to Business revenue. Maintaining the database and various reports related to same.
8. Currently involved in streamlining Transport Workflow and data maintenance.
9. Handling the Incentive Structures and Salary Trackers for both International and Domestic processes.
10. Planning and Scheduling the WFM roster, considering the Business requirements and providing support from WFM ensuring Continuity of business.
11. Accountable to Groom the team members on the areas that will enhance their skills for the next level.
12. Update and create sets of Excel and Access Test for the Interview candidates.
13. Conducting 1st round of Personal Interview and short-list the Candidates for next level of rounds.
1. Creating and maintaining various reports like Productivity Report, Quality report, Attendance report.
2. Validating all reports forwarded by the Team leads before presenting it to the clients or the Business Units.
3. Creating Presentations for higher executive like; Operations Manager, MIS Manager and maintaining the same.
4. Helping the Trainer and the Team leaders in creating the Process presentation and individual reports.
• Promoted as full time MIS Associate (4th June 2007 - 30th October 2009)
1. Created and maintained all Excel reports in most comfortable format after pulling the data from Symposium, Access format and PDF format.
2. Responsible of handling all types of reports for 8 processes in Mumbai and Hyderabad sites.
3. Created and maintained various reports which would help the management to track all records of the different processes and individuals.
4. Maintained daily reports like; Productivity, Quality, Planned and Unplanned Absenteeism, Attrition Reports in a most comfortable format,
5. Maintained Weekly Reports with charts and forwarding it to the management with highlighting the defaults and strengths of each team.
6. Responsible to create Ppt. presentation including the required animations for all Events.
7. Extended responsibilities by taking over the report works for two more Non-Countrywide processes and additional works for AVP, VP and SVP.
8. Responsible of training every new hired MIS for all sites.
9. Allocation of work and also handle the team in the absence of the supervisors for 4 processes in Mum and Hyd.
1. Verification of Mortgage Insurance Policies.
2. Mailing daily updates and keep the team informed for the same.
3. Q.C (Validation) for insurance policies verification processed by the US agents.
Additional Responsibilities and Achievements:
1. Was assigned the responsibility of training new recruits for the process.
2. Was responsible for maintaining the Quality and Production Report of the Team.
3. Assisting colleagues during the OJT and also while on production.
4. Was awarded as the best performer for the month Oct - Nov 2004.
5. Was awarded as the star performer for the month March - April 2005.