Led a team of ___ agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management.
SLA & KPI Management:
Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance.
Performance Optimization:
Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps.
Client Interaction & Reporting:
Coordinated with client stakeholders for weekly and monthly business reviews, performance updates, and action plans to meet SLA expectations.
Process Improvement:
Identified process bottlenecks and implemented solutions such as call flow optimization, SOP updates, and quality calibration, resulting in improved efficiency and reduced error rates.
Escalation Management:
Handled customer escalations, ensured timely resolution, and implemented preventive measures to avoid repeat complaints.
Training & Development:
Organized refresher training, product/process updates, and communication skill enhancement to maintain high service standards.
Workforce & Capacity Planning:
Collaborated with WFM for forecasting, staffing, shrinkage control, and resource allocation to ensure consistent service delivery.
Key Achievements:
Improved CSAT by ___% through structured coaching and process redesign.
Reduced AHT by ___ seconds/minutes while maintaining quality scores.
Achieved SLA compliance of ___% consistently over the project duration.
Reduced attrition by ___% through employee engagement and retention initiatives.
Played a vital role in transitioning new processes, including training and stabilization.
