Experiences at IBM Daksh

Led a team of 18 agents.
Teaching the Team to follow all the SLA'S given by the Company.
?? Assisting Customers in Technical Troubleshooting for a Broadband Internet Service Provider.
?? Quickly and effectively solve customer challenges.
?? Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
?? Ensuring that all the team members login to various software applications via citrix gateways about 10 minutes before time and ensuring that all the team members login to the Call Master IV on time at the start of the shift.
?? Chairing Team meetings under the guidance of Deputy Manager, and focusing on issues like attendances, schedule efficiencies, team & individual Performances on various KPIs. Performing Quality Calibrations of the team members, i.e. recording calls on Comverse/Nice software;
?? Calibrating calls, documenting feedback reports. Ensuring adherence to the timings for breaks and other activities, for better Schedule - efficiency of the team.
?? Organizing team activities like parties, get-togethers and outings for enhancement of the team morale and cohesiveness. Inspiring the team with a positive & proactive attitude, promoting a culture of openness, learning by arguments, transparency in relationships and teamwork in order to develop a productive team environment and minimize attrition...