Pros: i used to give goodies to best performer on weekly
Cons: i used to do route cause analysis on team failures.
A typical day at work:
Check the calendar for daily work schedule, take part in huddle log and meet productive on respective KRA's
What you learned:
First step i learnt to greet the customers, voice tone, acknowledging the issue and cases on procedure and process wise, handling escalations, handling team of 20 executives. Preparing daily, weekly and – more... monthly performance reports and analyse and improve performance and give more support for bottom performers and put them on to performance improvement plan on few weeks and improve their KRA scores.
I was Attending client calls on performance reviews of the team for daily, weekly and monthly reviews.
I had built good rapport with the team as a team member and also maintained same confidence level among the team members while handling the team as we have to think by putting ourselves in to their shows.
on weekly basis
The hardest part of the job:
To meet the metrics on consistent basis and it depends on team size and given targets and metrics.
The most enjoyable part of the job:
When i achieved target for FYQ1 and FYQ2 and i was awarded I-Star as best team leader – less