Anusha Ansh

Experience

1. Team Lead

   IntouchCX

   Sep 2023 — Present · Hyderabad, IN

   Lead and manage a team of 25–30 associates, ensuring consistent achievement of daily and monthly targets•Drive team performance to meet and exceed key KPIs, including productivity, quality, and SLA adherence•Plan and allocate tasks effectively to ensure balanced workload distribution and operational efficiency•Monitor daily operations, analyze performance metrics, and implement action plans for continuous improvement•Conduct regular performance evaluations, one-on-one meetings, and structured feedback sessions•Manage client escalations, ensuring timely resolution and high levels of customer satisfaction•Facilitate team huddles to communicate updates, align on goals, and reinforce performance expectations•Train and onboard new hires while supporting continuous learning and development of team members•Deliver refresher training sessions and skill development initiatives to enhance team capabilities•Perform quality audits and ensure compliance with internal processes and client requirements•Prepare and present MIS reports (daily, weekly, monthly) to management and key stakeholders•Identify process gaps and implement improvement initiatives to enhance productivity and efficiency•Promote a positive team environment, strengthen engagement, and contribute to reduced attrition

Education

• Osmania University

  Msc