Professional Profile :
I am an enthusiastic and dedicated professional with extensive experience in customer service. An exceptional leader who is able to develop and motivate others to achieve targets, I can demonstrate a strong ability to manage projects from conception through to successful completion. A proactive individual with a logical approach to challenges, I perform effectively even within a highly pressurised working environment.
Experience :
5.6 years of total work experience and currently working as a Team Leader - Operations.
EXPERIENCE SUMMARY :
TATA Business Support Services Ltd, Munnar
Oct 2012 – Till date
Team Leader - Operations.(Process of Tata DoCoMo)
Job Profile :
Heading TV Processes at Munnar Location :-
** Inbound Tele-Verification Desk(TN)
Previously In charge of :-
** Inbound Customer Care of GSM/CDMA/VMI (TN/KL)
** Inbound Retailer Help Line
** Inbound Tele-Verification Desk(KA)
** Leads a team of 100 customer service associates and motivates them to achieve the team’s SLA. Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality Parameters.
** Manpower Planning and Rostering based on Projection
** Plans the Operational Activities under guidance from Manager Operations
** Manages team responsibilities and allocates work to the Process Leads and Team Leaders
** Point of Contact for Clients, there by having continuous interaction for the betterment of the Process
** Build, maintain and continuously improve customer service and compliance infrastructure and also ensure a customer centric & compliance oriented culture
** Supervises and coordinates the activities of Process Leads, Team Leaders and customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
** Prioritize and assign work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary.
Devises strategies to minimize attrition & absenteeism.
** Organizes weekly team meetings to update Process Leads &Team Leads on any process changes, quality issues and team SLA and KPI’s.
** Coordinates with the Training Lead on the various need based training programs. Also help them in designing modules for training and development programs
** Interacts with other departments like HR, Administration, and Security to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
** Coordinates with the HR team for KRA setting and performance appraisals.
** Conducts skip level meetings for all departments
** Generates and updates various reports like performance reports, evaluation reports, issue logs etc.
** Coordinates call calibration with the Process Leaders ,Team Leaders and the Service Quality Team
** Ensures effective coordination in recruitment, selection, training and induction of new joiners.
** Initiates and administer the rewards and recognition program for the team,
** Conduct Weekly/Monthly Business Reviews for the Process, Team and Support Functions
Academic Details:
B.Tech (ECE) : MBC college of engineering and technology,Kuttikanam Peermade.idukki dt
Computer Proficiency : Working knowledge in MS-Office
Certified from IGNOU on Computer Basics
C++ and Advanced Diploma in Office Automation from Cyber Prism Ltd
Personal Details:
Date of Birth : 04-July-1988
Marital Status : Married
Language : Malayalam, English and Tamil
Religion : Hindu
Contact No :9037003139/9497590524
Strengths:
** Ability to lead and motivate teams to achieve all assigned targets and organizational goals
** Healthy and admirable learning curve
** Ability to adapt to changing work cultures and environs with ease
Declaration:
The details furnished above are true to the best of my Knowledge and belief.
Yours Faithfully,
Manoj Kumar. M
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