Team Leader - BPO Operations
iGate Global Solutions
Oct 2002 - Jun 2006 (3 years 9 months)
• Managing performance metrics of agents on a daily basis namely Real Time Break Management, Monitoring & Controlling Team’s AHT & ACW, Achieving Service Levels..
• Driving calibration calls on quality with Quality Managers & Technical Conference Calls with US counterpart’s
• Performing Appraisals based on performance and behavior.