Namrata Kumari

Shift Manager @BT Group

Gurugram, IN

Supports the execution of reporting, ensuring leadership can leverage quantitative data to identify opportunities, challenge key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.Leads and inspires a large team of customer service professionals within a service centre environment, holding accountability for delivery of key performance metrics and effective management of customer interactions and the employee experience.Provides first-level escalation for any high-risk customer issues (technological, financial, legal, brand, reputational) raised by the team.Coordinates timely resolution of service requests to achieve agreed objectives in delivering customer service and provides technical development and coaching to build team\'s issue resolution capabilities.Supports the implementation of continuous improvement opportunities to improve the customer service team processes.Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles.

Almora University

M.COM