Yusuf Malubhoy

Team Manager - Customer Service.
1. Leading and managing the UAE and Saudi Arabia Cluster commercial team with
a team of 20 members.
2. Engaging with Stakeholders.
3. Travelled to U.A.E. for transition of business and responsible for successful
transition / migration from Front Office to Back office
4. Managing team performance with major KPI’s like Migration Sign-Off, TAT,
FCR, Quality, Volume absorption, NPS, Effort reduction, automation and FTE
to cost rationalization, etc.
5. Cost center management.
6. Capacity planning and management.
7. Driving performance through self and grooming potential team members.
8. Coaching and Mentoring DR’s.
9. Playing a crucial role in implementation and stabilization of a Brand new CRM
(Case Management).
10. In house-Training & Performance Analysis | Quality & Compliance Audits |
Performance Appraisals
11. Designing Job Descriptions with KRAs & KPIs - Interviewing.
12. Review, Re-designing & Improvising current setup for better Delivery.

Team Leader (Sales / Tech). 1. Leading a team of 15 frontline advisors. 2. Managing team performance with major KPI’s like revenue and RPC. 3. Coaching and Mentoring through constructive feedback. 4. Tracking performance of each advisor and Team and coach advisors according to their area of opportunity. 5. Team Administration.

Group Leader (Tech). 1. Leading a team of 2 Tech Leads. 2. Each Tech Lead with a team size of 12 advisors. 3. Operations level call evaluations.
4. Coaching and Mentoring. 6. Tracking performance of each advisor and Team and coach advisors according to their area of opportunity. 7. Team Administration.

Team Leader - Operations (Sales/Tech). 1. Leading a team of 20 advisors. 2. Drive sales within team as well as the entire floor. 3. Operations level call evaluations. 4. Coaching and Mentoring. 5. Performance Management through Quality and Operations evaluations and setting up action plans for BQ’s. 6. Tracking performance of each advisor and Team and coach advisors according to their area of opportunity. 7. Team Administration.

Additional Responsibilities. 1. Part of the recruitment panel to conduct operations round of interviews for hiring to identify the correct match as per the process requirement (tech and sales). 2. Working on a Process Improvement Plan to increase productivity and profitability. 3. Lead a site level CSAT improvement program.  Was handling a set of BQ’s to improve individual performance (Sales Conversion) 5. Assisted in Transition of new hires once they would clear Process training. Coaching, mentoring, provide constructive feedback, etc. were the tasks on hand.

Sr. Team Manager - Operations (Tech). 1. Leading the queue with 3 Team Managers. 2. Review performance of Team Managers. 3. Operations level call evaluations. 4. Performance Management through Quality and Operations evaluations and setting up action plans for BQ’s. 5. Tracking performance of each agent and Team Manager and coach them according to their area of opportunity.
Additional Responsibilities. 1. Skill transfer for Team Managers to ensure quality feedback. 2. Conduct Operations round of interviews. 3. Attending weekly conference calls :  Software Updates.  Technical Collaboration.  External and Internal Calibration.  Performance Review.

Team Leader - Operations (Tech) 1. Lead a team of 13 technical consultants. 2. Team administration. 3. Transaction Monitoring. 4. Conducting Coaching sessions. 5. Performance Management by Quality interactions and Setting action plans. 6. Successfully executed a project on a Key metric namely Member Satisfaction Index (MSI) - Site Level. 7. Conducting Technical as well as AHT and Call Control sessions within the team and with new teams on the floor 8. Have acted as a Trainer for the new hires, where my profile included providing appropriate training and knowledge of the product (AOL Software) along with proper ethics and behaviors on calls. 9. Due to consistent performance, selected as a Quality Analyst in the Performance Enhancement Team (PET). 10. Was given an opportunity as a CNBT (Continuous Need Based Training) Trainer. Provided training for the product, America Online, as well as call behaviors. 11. Started as a Technical Support Associate (TSA) in a voice based Windows Technical Process, AOL, and the leading ISP in United States of America. The job profile included providing Customer Service and also solving software related queries.

Additional Responsibilities. 1. Handled a group of 7 Team leaders/POC’s on the AOL WinTech Queue. 2. Organizing presentations on the team performance as compared to the floor, with regards to all necessary parameters. 3. Attending conference calls with client  For Software Updates & Weekly Technical Calls.  International & Internal Calibration Calls.  Weekly Performance Review Calls.