Team leader - Operations at Igt Solutions (2023-11 – Present)
Leading a team of 26 advisors for process Edreams odigeo. The team is responsible of handling inbound customer support with 80% of inbound calls and 20% outbound calls and backend activities.
- Setting clear goals and KPI like AHT, SLA, CSAT, production Hours to achieve operational targets and maintain high standards of service quality.
- Manage the daily operations of the team, including setting objectives and assigning tasks
- Maintain high levels of team morale and motivation
- Provide guidance and training to team members
- Monitor team performance and identify areas of improvement
- Ensure team members adhere to established policies and procedures
- Develop and implement strategies to improve operational efficiency
- Identify and resolve operational issues in a timely manner
- Coordinate with other departments to ensure smooth operations
- Facilitate communication between team members and other departments
- Prepare reports and presentations for senior management
Team leader at Ienergizer it services Pvt ltd (2022-03 – 2023-09)
Handling a team of 22 members for Urban Company International campaign
- Supervise and motivate customer service representatives
- Delegate tasks and monitor performance.
- Provide coaching, feedback, and performance reviews.
- Ensure customers receive timely, accurate, and helpful responses.
- Handle escalated or complex customer issues.
- Maintain a high standard of service quality and professionalism.
- Onboard new team members.
- Identify skill gaps and provide ongoing training.
- Promote a culture of continuous improvement.
- Track KPIs (like response time, customer satisfaction, and ticket resolution).
- Report metrics to management.
- Suggest improvements based on data insights.
- Identify inefficiencies and recommend solutions.
- Implement tools, scripts, or procedures to streamline workflows.
- Stay updated on industry best practices.
- Act as a liaison between the team and other departments (Sales, IT, Product).
- Share customer feedback with relevant teams for product/service improvement.
- Plan shift schedules and ensure adequate coverage.
- Manage time-off requests and ensure team availability.
Team leader at Radical Minds (2020-09 – 2022-03)
Worked as Team leader for Make My Trip Process
Senior Executive at Ienergizer It services (2017-09 – 2020-05)
Worked as senior Executive for Make My trip process
