Sangani - BPO - Mumbai, Maharashtra, India

Kunal Sangani

Mumbai, Maharashtra, India




Team Leader

Work History

Team Leader

Robosoft Dynamics Pvt Ltd

From March 2013

• Managing team of 18 associates
• Managing attrition and attendance for the team
• Call calibration with the client on a weekly basis
• Daily call monitoring and feedback to the agents
• Conducting monthly one on ones and appraisal

Quality Analyst / Team Leader

TCS E-serve

From November 2006

Supervised, motivated and monitored team performance. Preparing and presenting the monthly business reviews. Keeping conformance track on a daily basis. Sourced new material and played a major role in the process improvements. Worked closely with project managers, system analytics. Investigated new technologies.
• Managing team of 15 associates
• Weekly client calls to discuss on the MTD & daily performance
• Conduct monthly one-on-ones with team to discuss their individual Competencies & Performance
• Make sure that the Conformance is met on a Daily & MTD basis.
• Managing Attrition & attendance for the team
• Monthly Skip Level Meetings to be conducted with the agents
• Nice Monitoring (Application used for recording calls) and feedback session on a daily basis
• Daily Audit of work done on all the portfolio's is reviewed and monitored to meet the portfolio's KPI
• Conducting Training Need Analysis every quarter
• Prepare questionnaire for the training's conducted and evaluation of the same
• Call Calibration with clients on a weekly basis

R-Tec Systems Pvt Ltd

February 2006 - November 2006

Selling Mobile phones with contract for 3G, T-Mobile and Vodafone
• Appreciation by clients for sticking to deliverables and quality of work
• Consistently maintained no.1 position as an agent

marketing strategies

From January 2006

Managing team of 5 associates
• Grooming the team on various sales aspects
• Ensuring the team meets their targets on a daily basis

Software/System Skills
MS Office, Visio
• Excel, Word, PowerPoint, Outlook

Marketing Manager

Pfiger Software Ltd

From January 2003

Qualifications & Certifications

Pt. Ravi Shankar Shukla University

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