Experiences at FIRST Source

* Currently working as Manager Operations at First Source Solution Ltd. (formerly ICICIOne Source), Kolkata since December 2006 for Domestic Process- HUTCH. Job profile includes leading and motivating a team of 6 Team Leaders (110 CSE's) in a challenging environment to meet productivity and quality targets. Coach and develop team members and provide ongoing feedback and recognition. Manage team performance against objectives. Monitor performance and deliver performance reviews at regular intervals. Also provide individual development plans and maintain records in line with set objectives. Attending call calibrations and also preparing reports for the team and update the BUSINESS AREA. To ensure all internal audits and compliance are met. Develop and encourage team to deliver excellent customer service. I am an integral part of the core team since the inception of the process. I was involved in starting up the business right from the beginning. I am also involved in setting up SOP's, rosters and team allocation. I also work closely with the Work Force Management team regarding staffing, performance report, break allocations and team's individual performance. I am involved in process development and client interactions. I am also the quality SPOC for the process. I work with the Quality team to understand the Areas of Improvement and help them improve and address them. I am heading the Rewards and Recognition committee....