Imran Khan

Experience

1. Team Lead

   Genpact

   May 2018 — Present · IN

   Performance Management Metric Oversight: Monitoring targets like Average Handle Time (AHT), Customer Satisfaction (CSAT), Quality Scores, and Shrinkage. Performance Improvement Plans (PIP): Identifying underperforming agents and creating structured paths to help them meet expectations. Floor Management: Real-time monitoring of call queues or ticket volumes to ensure \"service levels\" are maintained. Coaching and Mentorship Feedback Loops: Conducting one-on-one sessions to review recorded calls or chats, providing constructive criticism and praise. Skill Development: Identifying training gaps and conducting \"huddles\"(quick team meetings) to share best practices or updates on process changes. Operations and Reporting Data Analysis: Creating daily, weekly, and monthly reports on team productivity. Roster Management: Managing shifts, breaks, and leaves to ensure the floor is never understaffed during peak hours. Escalation Handling: Stepping in when a customer demands to \"speak to a supervisor\" or when a technical issue halts production. Culture and Retention Boosting Morale: Organizing team-building activities and recognizing \"Employee of the Month\" winners. Conflict Resolution: Mediating disputes between team members or addressing workplace grievances. Professional Advocacy: Helping agents see a career path within the company, not just a paycheck.

Education

• Jawaharlal Nehru Technological University

  Bachelor's Degree, Computer Engineering

• International Junior College

  Intermediate Public Examination

• Sheffield Hallam University

  Master of Science, Computer Network Engineering

  2007 — 2011

• Shadan college of engineering and technology

  Bachelors, Computer Science engineer

  2002 — 2007