A typical day at work – The first thing that I do once I reach office is to check my mails and task list. I normally come to work 30 minutes before my team comes. I check my task list and prioritize them accordingly. Then have a session with the team mates and discuss about the previous day’s reports and productivity, followed by the current day target and strategies. We also have one on one sessions with few of the peers to discuss about performances, growth, leaves, etc. There would be at-least 6 – 7 escalation calls (complaints, irate or dis-satisfied customers) every day which I need to take care of. At the end of the day we have a team huddle and recap the day’s events, performances and next day’s commitments.
What I learned - I have gained expertise in Operations Management, Team Management, Process Management, Customer Relationship Management, Complaint Handling, and other areas that contribute to smooth working of an organization. Beside those, I possess immense knowledge about case handing, data analysis which can contribute greatly to any organization.
Management – The management team is excellent. There is always a fresh environment filled with discipline and positive attitude.
Co – workers – I always enjoyed working with my colleagues. I am a fun loving person and ensure that the work place is filled with fun. This has been always possible because of my colleague’s sportive attitude.
Hardest part of the job – There are instances when few customers woul
Worked as an Associate, Real Time Management in Convergys India Services Pvt Ltd. ( Work Force Management) from i.e 19-Apr 2018 to 03-Oct 2019.
Functional Skills:
• Knowledge of Various Factors affecting the Call Volume, AHT, Occupancy and Service Levels.
• Knowledge of Work Force Management Applications& IEX tools.
• Knowledge of AVAYA Designer Reports. Analyze ACD, AHT, and Occupancy Reports from AVAYA CMS.
• Monitor activity throughout site (agent status, calls in queue) and manages to trends and exceptions, logs exceptions and provides information to local management as needed and communicate to Senior Management as and when needed.
• Good Command over MS Excel, MS Word and MS PowerPoint.
Responsibilities:
• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
• Make adjustment to call allocations driven by the real-time trends.
• Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
• Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of IEX.
• During low call volume, work with a senior member of the Command Center to offer voluntary time off, force agents to leave early, or allocate resources to alternative tasks.
• Communicate wi
Handling an Inbound semi-tech Voice– Citibank E-Services.
Develop strong Team spirit in the team to cohesively bond them together with the Company and integrate them with the vision and core values.
Embody the spirit of excellence through team building, able leadership and sound man-management skills.
Reporting to the Manager – Operations, responsible for achieving the team and contributing towards the site target.
Conducting up-trainings for the agents to make sure that they have the updated information.
Preparing and managing different reports to keep a check on the team’s / site’s performance.
Handling 2 Teams, comprising of 43 associates.
Coaching team members on their performance on a regular basis. Writing and delivering bi-annual performance appraisals.
Mentor Team Leaders – Guide new TLs onboard by observing and coaching. Responsible for their team’s performance and ensuring mentee TLs come up the learning curve at the earliest.
Participate in Daily Client Call, discussing Metrics That Matter for the previous day and Month To Date basis. Also, represent the LOB on various calibration calls with the client.
Support and Mentor Team Leaders and assist Operations Manager.
Imparting Training to the New Recruits in the process.
Effectively monitor team to pro-actively identify potential problems and ensures appropriate parties are engaged through to resolution.
Strengthen relationships within the supporting business units to h
Subject Matter Expert for AT&T client responsible for defining business requirements and recommending a technical approach to meet those needs. Also generates design specifications for software development, call handling techniques, which typically involves translating business requirements into Training Seminars, Post and pre training sessions for agents.
Development, testing, and implementation of the technical solution, and validates the final product satisfies the defined requirements. Reviewing technical documentation, such as user guides, training manuals, and system specifications, prior to distribution to end-users and agents, and ensures their subject area is accurately represented. Update the gained knowledge to the lower level colleagues and make sure the agents are up-to date on product knowledge
Handle escalations from Level 1 team and provide the necessary requirements and assist user is his/her issue, Empathize the user, Understanding the criticality of the issue and act accordingly.
Train new hire interns with Product knowledge.
Work on Knowledge Base and update on timely basis including updates, Solutions, Top call drivers,
Known issues.
Conduct team hurdle in absence of Team Leader and update agents with their scores for the day, review monthly scorecard and assist agent if lagging behind.
Conduct sessions with agents if agents are not following or need help with an updated process
Responsible with the technical-jargon, while age
Its a good company to work. Salary they offer is really good and supervisors are also good. Managers have a bit of politics with the team leaders or supervisors but if you are below sup level you don't have to worry about it. The pay and incentives are really good and Sup are real supportive. I worked in 3 different sections - sales, retention & billing and all the sups were great, even the managers are also great with any one below sup level. If you are hardworking you will easily gain promotion as well. For a starting level it's the best company to work with & you can easily take an incentive of 10,000-15,000 in a month. The sift says its for 10 hours but working is only for 8.15 hours at office and around 8.45 hours for work from home. The only downfall is that you need to be in the company for at least 12 months to get a promotion, even I stayed for 8 months, my work was so good that my team leader asked the operations manager to transfer me to audit, unfortunately, he told that even he can't do it as it's the policy of the company for the employee to stay for minimum 12 months in the company. Also, you can choose promotion to any department even if it's HR, WFM, Audit, Training till you clear the interview and at scores good for the last 6-9 months
ProsGood salary package, supportive team leader, 8.15 hours shift
I am a WFM / Training and Quality professional, with over 8 years of experience in training delivery, Quality & development and Workforce management. I forayed into Training and quality vertical after working with the operations team so as to learn and develop and to experience the different training needs, challenges and requirements that came with that kind of diversity because that is what I believe has help made me a holistic, innovative and out of the box thinker. To get more exposure and analytic approach I then moved workforce management which has added on to my skills professionally.
My expertise lies in the delivery of Presentation Skills, Team Building, Stress Management, Customer Service, Managing Teams, Mentoring, Time Management, Motivating & Positive Thinking, Coaching & Feedback Skills, Six sigma methodology for Root cause Analysis, and Conflict Management. In addition to training delivery, I am also adept in one on one coaching, performance management and employee engagement.
I love outdoor sports, Performing arts, watching movies, Music. I am passionately involved in performing arts and I regularly attend theater/ dance workshops which have been very useful in my quality and training arena.
Convergys is a good place to nurture talent and learn a lot along with light environment.
A typical day wok includes Managing Deliverables like CSAT, Quality, Cases Per Hour, SLA, Shrinkage, Production Hours, Conducting One-on-one sessions, Preparing roster, Appraisals and Incentive, Performance Review, Ops and Client reviews, All adhoc tasks like conducting training for employees and completing all the company surveys and sharing process updates.
I have learnt better people management and overall business structure
Management in the company is simply fantastic as everyone helps each other including me and is very much approachable in all matters
Concentrix drive fun at workplace culture, as there are so many activities going on almost everyday. We have a rock band here and with that lots of fun activities on floor to engage employees.
Shift timings of the job is a little hard to manage with personal life and you may never know, when your line of business/process or function may get changed according to the business requirements.
The best of the job is management is open to all feedback and suggestion and work on it almost instantly.
ProsRewards points for shoping and high payout on referral
ConsLong shift hours i.e. 10 hours or may be more some time, Lot of things are still needs to be streamlined
Key Result Areas: Change Management, Business Analysis
• Handling and coordinating multiple accounts for executing change requests within defined SLA
• Gather, analyze, document and manage the change requests from stakeholders and drive the change till delivery
• Provide effort estimate, prioritize the change requests for implementation and co-ordinate UAT until final release
• Maintain effective & regular communication with customers on the project progress & timelines
• Coordinating with design, test and product teams to obtain optimum solutions
• Streamlining various operational metrics & ensuring consistency and automation of data
• Synchronising and directing business requirement by conducting sessions with business users for reporting
• Documenting report specifications, ETL specifications & SQL scripting
• Managing reporting solutions and mapping requirements into SSRS reporting
• Investigating and implementing best practices in data analysis, presentation and ma
