Shekhar Patial

• Meeting KPIs on daily & monthly basis. KPIs: Login hrs, AHT, Shrinkage, attrition, CQ, Documentation, Repeat etc.
• Preparing team review on weekly and monthly basis.
• To ensure floor discipline is maintained.
• Interaction with HR- ER, IT and Administration Team for different purposes.
• Second level escalation and touch with Client for any assistance
• SPOC for all Client interactions related to Process Quality
• Taking team briefing and Debriefing.
• Taking initiatives which can help my organization to grow further and can show the improvement in performance.

• Handling team of 20 Executives.
• Tracking team performance on daily bases
• Team Roster making
• Audits and review

• Supervised day-to-day operations to meet performance, quality and service expectations
• Developed strong working relationships with staff, fostering a positive work environment

• Handling Team of 20 Executives.
• Taking care of their performance.
• Taking team breifings.

Audits

• Supervised team members to confirm compliance with set procedures and quality requirements.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Built strong relationships with customers through positive attitude and attentive response.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

• Customer Complaint request and queries Handling through Email