Team Leader - Operations - IENERGIZER IT Services Pvt Ltd - Bangalore
(2025-04)
Operations Team management. Reports to AM - Operations. Process: Rapido (ERT). Span of Control: 25 Advisors.
- Monitoring performance & driving on Service Delivery Measures on a daily basis.
- Timely feedback to agents on daily / weekly basis based on the call monitoring & associates KRA's.
- Review sessions to understand the performance status.
- Conducting Monthly Skip level with the ground level Team.
- Grooming subordinates to the next level
- Facilitating & Attending Client meetings, Concalls, Calibration sessions to download or to clear any changes in the Process or Product.
- Preparing Roster For Advisors
- Audit 50 calls per week for verifying the quality of the process
Team Leader - Operations - Ileads Auxillary Services Pvt Ltd - Bangalore
(2023-10 - 2025-03)
Operations Team management. Reports to AM - Operations. Process: Motherhood (MH). Span of Control: 30 Advisors.
- Monitoring performance & driving on Service Delivery Measures on a daily basis.
- Timely feedback to agents on daily / weekly basis based on the call monitoring & associates KRA's.
- Review sessions to understand the performance status.
- Preparing Payroll Attendance on monthly basis for Head count of 40 Member
- Conducting Monthly Skip level with the ground level Team.
- Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/or issues.
- Grooming subordinates to the next level
- Facilitating & Attending Client meetings, Concalls, Calibration sessions to download or to clear any changes in the Process or Product.
- Upload the manual Leads shared by the client in the Dialer
- Preparing Roster For Advisors
- Audit 50 calls per week for verifying the quality of the process
Team Leader - Operations - Ebix cash Global service PVT LTD - Bangalore
(2022-02 - 2023-09)
Operations Team management. Reports to AM - Operations. Process: Narayana Health (NH). Span of Control: 25 Advisors.
- Monitoring performance & driving on Service Delivery Measures on a daily basis.
- Timely feedback to agents on daily / weekly basis based on the call monitoring & associates KRA's.
- Review sessions to understand the performance status.
- Preparing Payroll Attendance on monthly basis for Head count of 30 Member
- Conducting Monthly Skip level with the ground level Team.
- Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/or issues.
- Grooming subordinates to the next level
- Facilitating & Attending Client meetings, Concalls, Calibration sessions to download or to clear any changes in the Process or Product.
- Upload the manual Leads shared by the client in the Dialer
- Preparing Roster For Advisors
- Audit 50 calls per week for verifying the quality of the process
Team Leader - Operations - Radical Minds technologies Pvt Ltd - Bangalore
(2020-08 - 2022-01)
Operations Team management. Reports to AM - Operations. Process: Vedantu inbound and Outbound. Span of Control: 20 Advisor.
- Monitoring performance & driving on Service Delivery Measures on a daily basis.
- Timely feedback to agents on daily / weekly basis based on the call monitoring & associates KRA's.
- Review sessions to understand the performance status.
- Preparing Payroll Attendance on monthly basis for Head count of 30 Member
- Conducting Monthly Skip level with the ground level Team.
- Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/or issues.
- Grooming subordinates to the next level
- Facilitating & Attending Client meetings, Concalls, Calibration sessions to download or to clear any changes in the Process or Product.
- Upload the manual Leads shared by the client in the Dialer
- Preparing Roster For Advisors
- Audit 30 calls per week for verifying the quality of the process
