Command Center Associate/Team Leader
CONVERGYS
Total years of experience :12 years, 4 Months
Promoted to the current position through Internal job posting
•Maintaining the Adherence of the program within defined SLA’s
•Set up of new associates, changes to department and supervisor, and removal of associates upon resignation/termination
•Monitor agent productivity and minimize non-productive time
•Monitor call-queues and ½ hourly performance statistics via CUIC and IEX Total View
•Make operational POC’s aware when SL’s are in jeopardy
•Proactively work with operations to ensure appropriate staffing levels are in place throughout the day
•Interact with the on shore Scheduling & Real Time team, US Command Centers and Work Management Groups, Technology & Network Services Team.
•Re-skill or prioritize agent skill sets to ensure service level is achieved daily sites.
•Outage handling by effectively prioritizing the issue & coordinating with the respective outage teams to get a quick turnaround.
•Monitoring programs for Real Time Adherence, Schedule Adherence and Workforce Management Functions.
•Work on applications like IEX Total view, ICM, CISCO.
•Handling internal customers.
•Creating & Maintaining Intraday Trackers and reports in MS - Excel.
•Creating seat capacity reports to avoid any seating issues later on.
•Analyzing Intraday reports
- Communicate with Australian Business Customer for telecom product and expand customer experience to include mass market accounts
- Maintain consistent quality scores and do floor support
- Do quality audits on weekly basis
- Conduct product training and refresher training for new employee as well as regular employees. Handle batch of 10 employees in every training.
- Do fish bowling for new employees and ensure their productivity on floor.
- Work as acting Team Leader in absence of TL and handle supervisor call on floor.
- Has in depth knowledge about AVAYA and CISCO product.
- Worked as SME (Subject Matter Expert)
Experience in handling and communicating Australian customer for landline products.
•Maintained consistent quality scores and has been rated as Performer for consistent result for 6 months.
•Developed Excellence in product Knowledge and assisted agents on floor
Started in Convergys as CSE for process called Optus LAR.
•Handling customers calling for Landline phone in Australia.
•Maintain performance and scores on monthly basis.
Started with UK process O2 in up sales.
•Helped colleagues to complete their targets before time.
•Has been awarded star performer for 5 consecutive months.
•Got promoted as Assistant team coach.
•Gave training to new agents on the floor.
•Has managed team in absence of TL
Bsc in Computer Science
–