Experienced Team Lead with a strong background in managing customer service teams, analyzing performance metrics, and ensuring quality standards. Skilled in training, performance evaluation, and cross-department collaboration.
Directed team operations, motivating staff to meet and exceed performance targets
Tracked KPIs, conducted evaluations, and implemented strategies for improvement
Facilitated onboarding and ongoing training to enhance team skills and service quality
Prepared performance reports to inform management decisions and operational improvements
WNS Global Services
Led and managed a team of 20 agents, providing guidance, support, and motivation to achieve team objectives., Tracked and analyzed individual and team performance against KPIs, conducting performance evaluations and implementing improvement strategies., Facilitated onboarding and ongoing training for new hires, identifying skill gaps and organizing enhancement programs., Ensured adherence to quality standards through regular audits and feedback sessions, addressing service quality issues promptly., Handled escalated customer queries and complaints, ensuring timely resolution and customer satisfaction., Prepared and submitted detailed reports on team performance, productivity, and operational issues, maintaining accurate records., Worked closely with other Team Leaders and departments to achieve organizational goals and participate in cross-functional projects.
B.Sc.
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Handled escalations and maintained high customer satisfaction standards
