Surya Kanth S.

* Designated as 'WFM Analyst', handling the Collections team for JC Penny's PLCC with a Headcount of 180 associates. * Directly responsible for Scheduling/managing the agents in accordance with the daily forecasting and ensuring that we meet the SLA's & TAT's. * Day to Day performance reporting separately for Inbound and Outbound volumes. * Initiating BCP in case of dialer issues and moving agents to other communicating channel. * Single point of contact for leave/swap

* Designated as 'Call Quality Specialist', handling Training, Call Quality and Soft Skill's for Inbound PLCC team & Outbound Collections. * Developing a team of 15 people, directly responsible for their performance in terms of process knowledge, schedule adherence & consistent performance. * Making performance dashboards, plotting the data and measuring & improvising the performance of process after implementing tools like Action Plans. * Responsible for the performance of

*Helping customer's with their queries over the telephone. *Ensuring that all calls are answered in line with the policies and procedures. *Upselling insurance and other products. *Creating performance reports and dashboards to help improve team performance. *SME for the group post 12 months in the role.