Shoubhagya Verma
ID: CCE817694
Shoubhagya Verma
ID: CCE817694
- Team leader, Zenplus Pvt Ltd
- Bihar, India
Shoubhagya Verma
ID: CCE817694
- Team leader, Zenplus Pvt Ltd
About Shoubhagya Verma
Motivated and results-oriented Call Center Team Leader with 1.5 years of experience in managing high-performing teams and delivering exceptional customer service. Proven expertise in supervising daily operations, monitoring key performance indicators, and ensuring adherence to service quality standards. Skilled in coaching and mentoring agents to achieve individual and team goals while fostering a positive work environment. Adept at resolving escalations, optimizing workflows, and leveraging data-driven insights to improve efficiency and customer satisfaction. Strong communicator with a commitment to excellence and continuous improvement in call center operations.
Employment History
Zenplus Pvt Ltd Invite company
30th Sep 2024 to Present
Team leader
30th Sep 2024 to Present
Salary Package
Salary Hidden
Roles & Responsibility
Responsible for managing a large team of agents within the BPO sector, ensuring efficient service delivery to end users. Demonstrates strong command of MS Excel for data analysis and reporting, coupled with proficient problem-solving skills to address operational challenges. Committed to optimizing team performance, maintaining high-quality standards, and enhancing customer satisfaction through effective leadership and strategic coordination.
Skills
- "Non IT"
- - Excellent oral & written communication skills. - High degree of proficiency in basic computer applications (i.e. Windows, Word, Excel, Outlook, etc.) - Ability to learn and adapt to multiple internal applications & tools. - Strong analytical and independent problem-solving skills. - Team Player - Able to clearly communicate network issues and the status of efforts to resolve problems , Team build , team Management, Client communication, Grow on ground level business
Verification Pending
Zenplus Pvt. ltd.Invite company
1st Jan 2024 to Present
Team leader
1st Jan 2024 to Present
Salary Package
Salary Hidden
Roles & Responsibility
Team Supervision and Leadership: Oversee a team of voice process agents to ensure high-quality performance and achievement of KPIs. Monitor real-time activities, including call handling, call duration, and adherence to scripts. Conduct daily huddles and briefings to communicate updates, goals, and performance feedback. Performance Management: Track individual and team performance metrics, including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Scores (CSAT). Analyze performance data and create action plans for improvement. Conduct regular one-on-one sessions to provide feedback, coaching, and development plans for team members.
Skills
- - Excellent oral & written communication skills. - High degree of proficiency in basic computer applications (i.e. Windows, Word, Excel, Outlook, etc.) - Ability to learn and adapt to multiple internal applications & tools. - Strong analytical and independent problem-solving skills. - Team Player - Able to clearly communicate network issues and the status of efforts to resolve problems
- "Non IT"
Verification Pending
IEnergizer India Pvt LtdInvite company
1st Jan 2023 to 1st Jan 2024
Executive
1st Jan 2023 to 1st Jan 2024
Roles & Responsibility
Team Supervision and Leadership: Oversee a team of voice process agents to ensure high-quality performance and achievement of KPIs. Monitor real-time activities, including call handling, call duration, and adherence to scripts. Conduct daily huddles and briefings to communicate updates, goals, and performance feedback. Prepare daily, weekly, and monthly performance reports for management review. Provide insights into call trends, agent performance, and customer feedback.
Verification Pending
Education
BSc Math Honors
(Magadh University)
1st Jan 2019 to 1st Jan 2022 (Expected)
Certifications
BSC, Math
From : (Magadh University)
17th Apr 2019 to 21st Jul 2022
Expertise
Public Relations
5/5
Teamwork
5/5
Time Management
5/5
Leadership
5/5
Effective Communication
5/5
Critical Thinking
5/5
- Excellent oral & written communication skills. - High degree of proficiency in basic computer applications (i.e. Windows, Word, Excel, Outlook, etc.) - Ability to learn and adapt to multiple internal applications & tools. - Strong analytical and independent problem-solving skills. - Team Player - Able to clearly communicate network issues and the status of efforts to resolve problems
5/5
Lingo
English (Fluent)
Verbal
5/5
Written
5/5
Hindi (Fluent)
Verbal
5/5
Written
5/5
