Jaspreet Kaur

About Jaspreet Kaur

A Qualified and Proficient Team Leader in BPO Operations with 18 years of experience in Operations Management, Team Management, Client Management, Change Management, Process Excellence and Lean Projects. I can demonstrate a strong ability to manage and handle operations metrics, projects initiation and successful completion and able to develop and motivate self and others to achieve targets. Recognized for ability to perform effectively even within a highly pressurized working environment, enhance quality scores and raise in productivity at team level.

Experience

1. Team Leader Operations

   FIS

   Jan 2015 — Present · Gurugram, IN

   Leading a team of 30 Team Members including 1 Team Coach. Managing Attendance, Attrition tracker, MIP, Quality, Production Performance & Shrinkage. Updating the procedures and taking team huddles timely insuring the team is calibrated with such amends. Responsible for managing the smooth transition during any crisis situations enabling BCP effectively. Analysis on volume trends, productivity, UPH, CSAT metrics. Analyze Performance dashboards. Interacting with Clients in relationship or escalation calls and emails to understand and align with customer\'s requirements and expectations. Conducting team performance reviews using various forms of communication, conducts audits and checks performance levels to achieve expectations on SLA parameters. Identifying knowledge and training gaps, provides Coaching & Feedback to improvise productivity. Work and report on root cause analysis for all quality-related concerns, changes and improvements. Providing insights, expertise to process owners to attain process Improvement. Ensuring Audit and Compliance in COPC and ISO audits. Acquiring excellent scores in Client Loyalty surveys. Driving skill-development programs, career mapping, grooming team to prepare for IJPs. Taking 1-o-1 sessions with the team members, sharing monthly and annual reviews. Maintain AUX adherence and ensure discipline in the team.

Education

• Guru Gobind Singh Indraprastha University

  Bachelor of Business Administration - BBA, Finance, General

  2000 — 2004