Shivam Dhingra
Assistant Manager
- Role
- Assistant Manager at Genpact
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Shivam Dhingra
Results-driven Operations Professional with 10+ years of experience in Operations…
Experience
Assistant Manager
May 2024 — Present · Gurugram, IN
SL Management: Initiate shifts with SL by monitoring real-time shrinkage of the line of business (LOB). Address high shrinkage issues by implementing backup plans or overtime with necessary approvals. Provide real-time outage updates to clients and coordinate with global locations. Attrition: Track the monthly Early Warning System (EWS) and Red-Amber-Green (RAG) reports daily to meet targets.Interviewing: Conduct video interviews for associates, SMEs, and team leaders.Managing Team Performance: Monitor daily performance across all Key Result Areas (KRAs), review Day-1 scores, and discuss them with team leaders daily and monthly. Develop action plans to improve scores and share best practices.Identifying Training Needs: Analyze weekly agent scores through audits to identify and address specific KPI training needs.BQ Management: Focus on performance improvement by targeting bottom performers and working on score enhancements.Admin Issues Management: Resolve real-time system and administrative issues for the LOB.Client Management: Communicate real-time updates from clients to the LOB and prepare presentation decks for weekly client calls, including all Root Cause Analyses (RCAs).Reviews: Prepare RCAs and rebuttals for weekly, monthly, and quarterly reviews, ensuring all KPI-related issues are addressed.
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