Mohali district, India
Assistant Manager Customer Care at Teleperformance Mohali, strategically applying effective and efficient methods to drive daily operations and consistently enhance performance. My expertise lies in leveraging data analysis to optimize performance and achieve critical targets, demonstrating strong team management skills and a commitment to deadline efficiency. A collaborative and adaptable approach has enabled significant contributions across 8 diverse business lines. I believe I possess a strong ability to build client relationships, ensuring client satisfaction. As a Supervisor, I bring a proven capacity to implement effective operational strategies and optimize performance through data-driven insights, fostering a collaborative environment focused on exceeding targets.
Salesforce Reporting & Dashboards: Leverage Salesforce reporting features to track team performance metrics, analyze daily case trends, and extract data-driven insights for leadership updates. WFM & RTA Collaboration: Partner with Workforce Management (WFM) teams to oversee agent scheduling, monitor Real-Time Adherence (RTA), and manage intra-day staffing to minimize shrinkage and handle call/chat volume fluctuations. Performance Oversight: Consistently deliver Service Level (SL) Targets through rigorous productivity checks and proactive floor management. Strategic Launch Leadership: Served as the Pilot Team Leader for new Escalation LOBs, establishing foundational workflows and reporting structures. Jira Escalation Management: Expertly manage high-priority tickets using Jira, ensuring swift resolution within strict SLA timelines. Real-Time Bug Flagging: Actively identify and flag product bugs on a real-time basis, collaborating with cross-functional teams to ensure rapid investigation. Multi-LOB Management: Directing team operations across three separate LOBs, including specialized Document Verification & Review. Team Management: Mentoring a high-performing team of 25–30 agents to increase overall efficiency.
Technical escalation point, resolving complex Jira tickets and complex queries. Conducted deep-dive investigations into customer pain points to provide timely solutions.
Exceeded service level agreements by maintaining high customer satisfaction scores. Handled simultaneous inquiries via phone, email, and chat with high quality standards.