Ritesh S.

About Ritesh S.

A self-motivated and hardworking with more than 14 years of experience in client…

Experience

1. Process Manager

   eClerx

   Dec 2023 — Present · Navi Mumbai, IN

   Create a task list for the daily activities and ensure they are achievedCreating a process to eliminate defects and make the process more effective to improve performanceMonitor the performance of the LOB and regularly provide feedbacks at all layers of the process eg. NPS, 24 hours repeat, Call Quality, LAT requirement, etc. Collect data and statistics at regular intervals and analyse them to improve performanceProvide training to the new and existing employees to provide high-quality customer serviceAssess performances with metrics to ensure that the performance is met at all levelsEnsure that all employees adhere to the company policies and regulationsPrepare performance reports and report any issue to the stakeholdersShare daily target vs achievement report with the challenges and suggestions to improve the performanceCoordinating with HR, Admin, IT Team, Training and Quality teams to share the updates and make required changes whenever required.Scheduling call calibration sessions to ensure that all the departments are on the same pagescheduling different activities to keep the floor lively and engagedEnsuring that the Absenteeism and Attrition is in control to run the operations smoothly