Assistant Manager
Home Credit India Finance Pvt Ltd
Total years of experience :7 years, 0 Months
Manage a team of 8 TLs and 190 Operators.
Conduct Managers meet for across locations and discuss operational issues and publish MOMs.
Co-ordinating with clients on calibrations, training and skill development plans.
Evolve on UNI monthly discussions, update EWS (Early warning system for attrition)
Prepare and send transportation pick up and drop rosters.
Call monitoring findings with Quality team on BQ management..
Strong Knowledge and Experience on Operational Metrics. (AHT, Shrinkage, Quality scores, Maintaining SLA Etc)
Handling Escalation calls of Customers and confirming Customer Satisfaction, track & ensure closure of complaints.
Strong Rapport building skills with Team, stakeholders, ensuring less attrition in the team.
Evolve more effective work process for improving customer satisfaction.
Identify relevant personal development programs for agent.
Interact with IT/HR/ Training/Quality in order to improve the team's Performance.
Succession Planning on Quarterly basis.
Record performance data on monthly basis.
Conduct employee engagement activity on weekly basis.
Award top performers through R&R on monthly basis.
Conduct spot awards on weekly basis.
Discuss performance appraisal on the previous year and discuss about goal setting for the upcoming year.
• Manage shrinkage and attrition on daily & monthly basis.
• Conduct pre- shift briefing and floor support.
• Effective coaching on daily basis, calls monitoring and share updates with team on daily basis.
• Co-ordinating with clients on calibrations, training and skill development plans.
• Evolve on UNI monthly discussions, update EWS (Early warning system for attrition)
• Prepare and send transportation pick up and drop rosters.
• Call monitoring findings with Quality team on BQ management..
• Strong Knowledge and Experience on Operational Metrics. (AHT, Shrinkage, Quality scores, Maintaining SLA Etc)
• Handling Escalation calls of Customers and confirming Customer Satisfaction, track & ensure closure of complaints.
• Strong Rapport building skills with Team, stakeholders, ensuring less attrition in the team.
• Evolve more effective work process for improving customer satisfaction.
• Identify relevant personal development programs for agent.
• Interact with IT/HR/ Training/Quality in order to improve the team's Performance.
• Succession Planning on Quarterly basis.
• Record performance data on monthly basis.
• Conduct employee engagement activity on weekly basis.
• Award top performers through R&R on monthly basis.
• Conduct spot awards on weekly basis.
• Discuss performance appraisal on the previous year and discuss about goal setting for the upcoming year.
• Conduct pre- shift briefing and floor support.
• Effective coaching on daily basis, calls monitoring and share updates with team on daily basis.
• Co-ordinating with clients on calibrations, training and skill development plans.
• Evolve on UNI monthly discussions, update EWS (Early warning system for attrition)
• Prepare and send transportation pick up and drop rosters.
• Call monitoring findings with Quality team on BQ management..
• Strong Knowledge and Experience on Operational Metrics. (AHT, Shrinkage, Quality scores, Maintaining SLA Etc)
• Handling Escalation calls of Customers and confirming Customer Satisfaction, track & ensure closure of complaints.
• Strong Rapport building skills with Team, stakeholders, ensuring less attrition in the team.
• Evolve more effective work process for improving customer satisfaction.
• Identify relevant personal development programs for agent.
• Interact with IT/HR/ Training/Quality in order to improve the team's Performance.
• Succession Planning on Quarterly basis.
• Record performance data on monthly basis.
• Conduct employee engagement activity on weekly basis.
• Was awarded as the Top Performer for the 3rd Quarter in 2010.
• Rewarded as the Star performer of the Team by the IBM Family Connect Program
Accounts and Business Management
Business Studies and Accounts