Manager Operations with 1 year experience in Contact Center industry. Responsilbilities: Generated weekly and monthly reports to examine the performance of the call centre identifying call trends, call volume, service level, abandoned & dropped calls, and forecasting trunk usage. / experienced in the supervision of call centre teams ranging from 15 to 60+ agents responsible for catering to customer queries which included areas from vehicle security & monitoring to queries related to the stock market. / continuous training related to call centre etiquettes, business processes & work flows / also arranged monthly tests to ensure all agents are up to par on operation procedures and call handling. / carried out weekly and monthly assessments of agents on call handling skills, service level, and number of customer interactions, calls received, and punctuality to monitor productivity and induce improvement. / acted as a mentor for new employees, which included leading a training module for all recruits on: / call handling, telephone etiquette, irate customer call handling / enacting customer response demos / monitoring and maintaining discipline among call centre agents / generated and managed the duty rosters. also monitored other call centre administrative tasks such as overtime, punctuality, attendance and leaves. / monitored tasks such as activation of web & ivr services to customers / making follow up calls with stock brokers, regarding their connectivity to the central depository network and also with investors related to depository services / responsible for maintaining quality and authenticity of information passed down to customers, with respect to vehicles security. / involved in the analysis of the vehicle tracking system, its reporting structure, faultfinding, and suggesting solutions along with reducing operations costs. / operated a number of various international tracking software. also tested and carried out various diagnostic tests to ensure accurate operations of the system / coordinating recovery of stolen / snatched vehicles. / radio dispatching involving uhf communications equipment and co-ordination with entire aclc (anti car lifting cell), cplc (city police liaison committee), as well as with city police and other law enforcement agencies / to manage the coordination and provision of information to customers about vehicle movement activity.
Bba degree. Coursework: Marketing, management