Call Center supervisor at Manoushe Street (kaykroo cloud kitchen) (2014-12 – 2022-12)
Supervised call center operations with focus on quality standards, employee performance management, and training initiatives.
- Monitoring work progress to ensure that deadline is met that quality standards are upheld
- Monitoring employee's attendance & taking disciplinary action if necessary
- Reviewing employee performance to determine whether they are meeting standards or making improvements needed to meet standard
- Providing guidance and support to employees in their work teams to ensure that they are performing their job effectively
- Evaluating potential hazard in the workplace and recommending solutions to unsafe conditions
- Monitoring and reporting on employee productivity to ensure that goals are being met
- Part of internal development program (IDP) in quality for 8 months
- Identifying the areas of improvement and shared the valuable feedback for the process improvement
- Undertaking the responsibility of New Hire Training, Floor training and Refresher Training, and the key area involved being Voice and Accent Training and Customer focus
- Composing, and updating training modules & resources as per the requirement
- Recognizing training needs of all the employees and devising modules accordingly
- Carrying knowledge assessment tests across the floor on a regular basis
- Managing all the batches right from the onboarding till they hit the floor
- Consistently achieved or exceeded quality and training goals
