Asma Mahat Mahat

I am taking care of 50 advisors, we manage Inbound, Outbound , Email,Whatsapp and Webchat. I specifically manage AHT, SLA, Quality, Adherence, Productivity, Process improvement activity like daily random call listening, Mock calls, Weekly one on one's, Monthly Career guidline discussions)Hiring end to end as per process requirement best fits are hired, Vendor management end to end with their payments, Stakeholder management end to end with process corrections,Preparing training schedules including weekly succession plans and OJT(On Job Training) scheduling, Advisors weekly rostering along with Team leaders scheduling.

Managed 45 advisors team of Inbound and outbound skill set, managed productivity along with NPS, lead team of Chats skill set for New Zealand process bill skill set, managed Adherence, SLA and AHT.

Managed chats for UK process, was a SME of the team, managed my performance as well as teams performance, NPS was major part of my job role.

Managed pre and post sales inbound, outbound and emails.

Managed to work as debt collector inbound and outbound process for US process.

Use to manage appointments.