Surya Kanth S. Profile

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$10 USD / hour

hyderabad,

india

$10 USD / hour

It's currently 4:00 AM here

Joined April 29, 2010

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Surya Kanth S.

@sunnysanghi

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(0 reviews)

0.0

$10 USD / hour

hyderabad,

india

$10 USD / hour

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CSR / QA / WFM Analyst / Team Manager

Worked in Customer Service, Managed Call quality for Collections and currently designated as Workforce management Analyst for a blend collections process.

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Experience

GE Global Servicing

Sep 2010 - Present

* Designated as 'WFM Analyst', handling the Collections team for JC Penny's PLCC with a Headcount of 180 associates. * Directly responsible for Scheduling/managing the agents in accordance with the daily forecasting and ensuring that we meet the SLA's & TAT's. * Day to Day performance reporting separately for Inbound and Outbound volumes. * Initiating BCP in case of dialer issues and moving agents to other communicating channel. * Single point of contact for leave/swap

GE Global Servicing

Nov 2008 - Sep 2010 (1 year, 10 months)

* Designated as 'Call Quality Specialist', handling Training, Call Quality and Soft Skill's for Inbound PLCC team & Outbound Collections. * Developing a team of 15 people, directly responsible for their performance in terms of process knowledge, schedule adherence & consistent performance. * Making performance dashboards, plotting the data and measuring & improvising the performance of process after implementing tools like Action Plans. * Responsible for the performance of

GE Global Servicing

Jul 2006 - Oct 2008 (2 years, 3 months)

*Helping customer's with their queries over the telephone. *Ensuring that all calls are answered in line with the policies and procedures. *Upselling insurance and other products. *Creating performance reports and dashboards to help improve team performance. *SME for the group post 12 months in the role.