manjunath jagannath

* Ability to implement strategies that improve Client services, significant experience in working with Customers, Clients and technical teams for developing solutions. * Key Deliverables: * Handling a team of 15 Technical Support Associates in an inbound process (Phone support). * Leading a team by utilizing available resources in order to deliver quality service to customers in line with the agreed service standards. * Guide & mentor team. * Implement and execute Leadership & Reporting. * Provide standard monthly reporting information and preliminary analysis and commentary for leadership discussions. * Conducting effective 1 X 1’s with my DR’s on a regular basis. * Evaluating the performance of my Direct Reportee’s and assessing them on a Qualitative basis. * Driving overall Performance and Service Level Agreements. * Responsible for performance management, schedule adherence, Quality control, C-sat measurements, process improvement and attrition control.

*  I am involved in coaching the front line agents. I conduct technical audits, training, provide technology updates to the agents and monitor their metrics. *  I handle technical escalations. However, it's not enough if you're only a technical coach, You need to be a manager, data analyst, trainer and mentor, all rolled into one. *  I strive to create a win-win situation for Dell and the customers as the single point of contact for all customer escalations and unresolved technical calls of my team. *  I work with the customer experience coach to help the agents reach their goals consistently. *  I keep the teams posted with up-to-date information on our policies and programs. *  I have learned to face challenges real-time and have acquired knowledge and skills in trouble-shooting, coaching, handling customer complaints and managing the team. *  I have designed a Intranet website for all Top Call Drivers using HTML.