Rasesh Mehta

• Assist in the formulation of targets for individuals and teams • Monitoring Team Lead's and their team’s productivity and providing constructive feedback • Devise ways to optimize procedures and keep staff motivated • Ensure adherence to policies for attendance, established procedures etc. • Prepare Weekly/Monthly/Quarterly results and performance reports • Works with the Operations Manager on maintaining department expense budgets in accordance with the planned workload

• Manage a team of approx. 15-18 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded. • Manage team performance and responsible for the overall development of the team • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance • Responsible for day to day functioning/administrative work including production floor management

• Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations. • Expertise in Managing teams, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective. • Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics.

• Evaluated projects, coordinated resources and assigned tasks to team members. • Analyze metrics and provide recommendations to improve program performance. • Assist the Supervisor/Team Lead in reporting activities, work allocation and status update of team members • Support/Lead/Drive/Mentor implementation of production/Quality management processes across teams and across channels (Chat/Emails)