Ashutosh Vyas

Directly manage, coach, and develop a team of 12 associates in a Non-Voice/Back-Office process for the Taboola account. - Drive team performance to consistently meet and exceed all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including: - Customer Satisfaction (CSAT) / Net Promoter Score (NPS) - Quality Assurance (QA) Scores - Average Handle Time (AHT) / Productivity - First Call Resolution (FCR) - Proactively monitor operational metrics such as [e.g., Schedule Adherence, Shrinkage], implementing action plans to drive improvement. - Conduct regular performance reviews, oneon-one coaching sessions, and team huddles to ensure engagement and skill development. - Act as the first point of contact for escalated customer issues, ensuring timely and effective resolution.