Contact Centre Team leader
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Young energetic leader with over 4 years of experience handling a team of 20 customer service agents working for a US banking process.
Proven track record of effectively managing team and helping business achive the required targets.
Key KPIs managed are Shrinkage, attrition, productivity, AHT, NPS, customer satisfaction (FCR), sales & cross sell.
Working for a US banking process with Concentrix India.
Handling a team of 20 customer service agents.
Key KPIs include managing teams performance on AHT, NPS & sales numbers along with saving attrition and managing shrinkage below 9% (planned + unplanned).
Being a Sr. Team leader also have to take interviews for new hires as part of recruitment.
Completed my HSC with 65% marks in 2015 from Mumbai University in Science.
