Shoubhagya Verma

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.

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.

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.