Chary P

Team Manager @SP Data Digital

North York, ON, CA

Current Project – TELUS HEALTH COVID VACCINATION BC• Currently handling a team of 25 who take inbound calls for Covid Vaccination booking.• Conducting Quality Audits for Telus Health Covid Vaccination BC project.• Identifying control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.• Expertise in Coaching agents on at least 8-10 agents per day and providing feedback. • Using Coaching form to gauge the accurately of the call quality on various sections like, script, call hold procedure, dead air, call ending and so on.• Ensuring the call, AUX adherence and accurate Logins.• Facilitated operational audits, working with internal and external managers to communicate recommendations or issues surrounding audits.• Built strong relationships with internal and external stakeholders and devised strategies, initiatives to build up a good customer service experience.• Modifying phone support scripts were updated for the ease of agents to reduce the maximum hold time.• Actioning deficiencies accordingly to correct errors in a timely manner; updating progress to the tracker• Communicating patterns or trends to Team Lead in order to identify opportunities to mitigate future potential deficiencies.• Collaborating with peers both internal and external to the work unit when reviewing, discussing and completing service requests• Identify all issues in the team and provide continuous support to all members according to operating standards. Supporting and solving Technical issues.• Supervise effective working of production personnel and prepare effective production schedules and ensure compliance with all the company policies. • Coordinate with equipment and process teams ensuring compliance with all protocols and maintain quality.• Handling the accurate Payroll and Leave procedures.

Centennial College

Global Business Management

Osmania University

Bachelor's degree