PRIYA SUR

Maintaining Office Culture; Training on Company Policies; Attendance Management; Hiring; Recruitment

Identifying the training requirements and evaluation of training modules; Training the employees on soft skills, process etc.; Following up with the trainers on other training modules; Training on corporate culture, email skills & telephone etiquettes; Maintaining reports of the training department; Handling the refresher training along with the quality department

Identifying the recruitment & training requirements; Evaluation of the posts on social platform; Training the employees on various projects and programs; Following up with the trainers on other training modules; Training on content feeding; Maintaining reports of daily/weekly hired employees; Handling the refresher training along with the quality department; Identifying the training needs and developing training programs to ensure constant learning.

Manage the quality of the team of the in house & outsourced Call Centre. Handling Complaints raised by customers on Nodal id and raised by Telecom Regulatory Authority of India (TRAI). Handling the Complaint Management and hiring. Other responsibilities: Identifying staff vacancies and recruit, interview and select applicants. Worked towards employee retention. Responded to employee issues and questions in a timely manner. Redesigned the training module of the outsourced call centre and trained the employees on process, soft skill and customer service skill. Created new compensation and growth structure that improved employee morale and boosted performance. Planning, designing & facilitating training using wide variety of training aids, motivational & implementation strategies. The modules depend on individual requirements & were modified, developed & delivered regularly on an ongoing basis after feedback & review. Initiated training on personality development in corporate which helped the employees in identifying the corporate culture. Developed and implemented disciplinary policies. Designed & created training sessions on communication, presentation & business writing (email culture) skills.

Check schedule adherence activity; review unplanned absences. Develop attendance warning levels. Establish and implement department policies, goals, objectives, and procedures; liaise weekly with management and clients. Consistently exceeded the Service Level Agreement expectation of 92%, achieving an actual average of 94% to 96% on Quality and 95% on Adherence. Managed performance of 65 associates, 7 Team Leaders. Other responsibilities: Developing the induction programmes for the new recruits. Provided process training & soft skill training to the new employees. Organized training courses & orientation sessions that helped employees learn necessary job skills or aid current employees in improving abilities & performance. Developing and implementing the performance appraisal system and co-ordinating with other line managers. Identifying the training needs, developing training programmes to ensure constant learning and development of employees. Developed the employee welfare policies. Maintained good internal communication within the company. Supervise 8 staff members to develop various reports for management which helped to make decisions regarding the current resources.

Perform weekly QA monitoring; conduct monthly one on one coaching and development sessions, and provide constructive feedback. Conducted audit and review on significant products to ensure compliance with prescribed methodology in a risk focused manner. Performed internal QA audits that are in compliance with corporate policies, practices, and procedures. Promoted and advocate quality achievement and performance improvement across the organization.

Handling the team of 16 people. Help in meeting the target of loan and servicing. Customer retention. Help the team members in balance transferring. Call monitoring. Weekly and monthly feedbacks. Refresher training.

Handling the team of 12 people. Customer Relations- Handling the queries of the passengers of United Airlines in North America. Call Monitoring. Monthly feedbacks.

Reading comprehension; Active learning; Education and Training; English language; Writing; Time management