Manisha Rawat
Operations Supervisor
- Role
- Operations Supervisor at Amazon
- Location
- Ajmer, RJ, IN
- LinkedIn followers
- 500 followers
Experience
Operations Supervisor
Aug 2024 — Present · Jaipur, IN
Key Responsibilities:Team Management & Leadership:Leading a team of agents, ensuring they meet performance expectations and deliver high-quality customer service.Managing team dynamics and fostering a positive work culture.Handling agent development, including coaching and mentoring to improve skills and performance.Performance Monitoring (KPIs):Overseeing and ensuring the team meets Key Performance Indicators (KPIs) such as average handle time (AHT), customer satisfaction (CSAT), first call resolution (FCR), and other relevant metrics.Analyzing team performance data to identify trends, areas for improvement, and successes.Coaching & Feedback:Providing regular coaching sessions to agents to improve their performance, customer interactions, and efficiency.Offering constructive feedback, addressing performance gaps, and recognizing top performers.Attendance Management:Ensuring accurate attendance tracking for your team, managing leaves, shift swaps, and any attendance-related concerns.Maintaining discipline and ensuring that agents adhere to their schedules, especially with rotational shifts.Client Interaction & Meetings:Attending client meetings to understand expectations, review performance, and present reports or improvements.Acting as a liaison between the client and the contact center to ensure smooth communication and service delivery.Shift Management & Flexibility:Working in rotational shifts with flexibility to support 24/7 operations (if applicable).Managing your own schedule and ensuring team coverage during peak hours or off-hours.
Education
St. Paul's Senior Secondary School
Samrat prithviraj government college of Ajmer
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