Team leader
ACE services
Total years of experience :14 years, 2 Months
System maintains, networking, router mmaintains
Fair exposure in DHCP & DNS server maintains
• Taking sup calls
• Helping Agents on calls
• Taking care of team’s metrics such as AHT (average call handling time) CRR (cust repeat ratio) NA (ghost & phantom calls) SMS compliance (offered % and accepted %) PCE (post call emails)
• Updating the agents on real time updates
• Giving feedback to agents on misses
• Pulling up the reports and sorting out the data agents wise and coaching agents
• Scrubbing tickets and giving feedback and finding the mistakes and coaching the agents on misses
• Pulling the active ticket dump and finding invalid active tickets and coaching agents on invalid actives
• Taking care or team in absence of team lead
Headlining Canadian calls regarding computer and internet related issues