May 2014
Present
team lead
TATA CONSULTANCY SERVICES
Kolkata, IN
Ø As a TL Operations I was responsible for managing, checking and working on CPS (credit processing system) of CIBC.
Ø As a part of Ramp up of new Module I was the member of the team who stabilized the new process in Kolkata in coordination with offshore client.
Ø Responsible for team management for quality norms and production at Kolkata site, and other hygiene parameters.
Ø Responsible for audit parameters at Kolkata site for module.
Ø Responsible for team attendance, rostering, time management and daily MIS to management.
Ø Maintaining billing for the team and Month End Reports (Productivity, Quality, Attendance & General training hours capturing etc.)
Ø Ensure reports/MIS dashboards, handover reports, sweep reports etc. are sent to respective managers.
Ø Continuous monitoring of queue volumes, and work load distribution. Cases to be auctioned for absent members and distributed within the team for taking necessary action.
Ø Checking productivity of all the team members - Ensure resolution expectancy is adhered to.
Ø Check team members Message workbasket & Work basket at EOD to ensure that all messages and cases have been taken appropriate action.
Ø Review pending items and make sure that a call is placed wherever necessary
Ø Updating manager on Risk cases within 24 Hrs and add to Potential Risk Tracker
Ø Ensure successful sign on to all systems. Raise marketplace request for ID's not working/suspended.
Ø Update team / floor of all learning’s / new information received and conduct meeting with team to forecast volumes, holidays, training, key issues and priorities for the week.
Ø Check staffing for the day and & update leave tracker with the staff schedule and ensure sufficient staffing levels are maintained during holidays
Ø Review the training requirement for the teams and arrange for cross case type training.
Ø Notify and ensure security administration within 24 hours for deletion of all IDs of employees no longer
Ø Maintaining billing for the team and Month End Reports (Productivity, Quality, Attendance & General training hours capturing etc.)
Ø Ensure reports/MIS dashboards, handover reports, sweep reports etc. are sent to respective managers.
Ø Continuous monitoring of queue volumes, and work load distribution. Cases to be auctioned for absent members and distributed within the team for taking necessary action.
Ø Checking productivity of all the team members - Ensure resolution expectancy is adhered to.
Ø Check team members Message workbasket & Work basket at EOD to ensure that all messages and cases have been taken appropriate action.
Ø Review pending items and make sure that a call is placed wherever necessary
Ø Updating manager on Risk cases within 24 Hrs and add to Potential Risk Tracker
Ø Ensure successful sign on to all systems. Raise marketplace request for ID's not working/suspended.
Ø Update team / floor of all learning’s / new information received and conduct meeting with team to forecast volumes, holidays, training, key issues and priorities for the week.
Ø Check staffing for the day and & update leave tracker with the staff schedule and ensure sufficient staffing levels are maintained during holidays
Ø Review the training requirement for the teams and arrange for cross case type training.
Ø Notify and ensure security administration within 24 hours for deletion of all IDs of employees no longer
Ø working in the unit.
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