Hi, I am prashant dhakate, born and bought up in Pune. Recently completed my external MBA from zenith institute of business management, prior to that completed my BBA from NSPBM in 2008.

After completion of my 12th science did 2 years technical diploma in wireless technology with which I got a job with Govt. wireless dept. in 1994. I worked there for about 13 years. As we have usual transfers from one district to another, after every 2 years, was bit problematic to shift family from one district to another, which is affecting the family life, and was unable to look after my parents.

Because of my family requirements need to quit that job and start career with this industry in 2007.

Recently working with vcustomer as a team leader. joined this company in Nov. 2007 as a technical support engineer, because of my excellent performance, promoted as a Team Leader on 1st Dec 2008, since then handling a team of 18 technical support engineers.

My job responsibilities are Handling Team Escalations, troubleshooting on routers, switches, hubs, etc also troubleshooting on all OS like Wndows XP, Vista, Windows 7, Mac OS, etc.

• Providing resolutions on unresolved issues of networking.
  
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
  
• Perform quality checks, develop and review performance reports, identify areas of improvement, and implement measures to improve performance levels and meet objectives.
  
• Conduct group training sessions on new launched products and services.
  
• Develop sales techniques of each technical support engineer to drive revenue growth, as we have 30 .
  
• Coordinate with the interviewing, hiring staff and training staff for hiring effective tse's.
  
• Monitor interaction between team members and callers to ensure quality assurance standards.
  
• Review call center statistics to measure staff performance and the need for improvement.
  
• As team leader, motivate and supervise an inbound call center staff of 125 staff.
  
• Developed a system and call scripts to facilitate the efficient management of call volume.
  
• Provide customer service excellence and technical support on telephony systems.
  
• Ensured strict adherence to company policies and procedural guidelines.
  
• Communicate all the necessary information to Management/ operation In charge / HR via email. Chat verbal or communication reports.

Prior to this company was working with Wipro bpo as technical support associate. Started my career in this BPo industry with Wipro BPO in dell process, worked there for 7 months, but it was my bad luck that company lost the process, because of which they tried to gel us in another process.


But as I want to work with tech process, left that company and joined vcustomer. Since then working with vcustomer.

As it seems that vcustomer is going to lose this process, everyone from this process is looking out for job, I am also one of them.

Process was of around 600 agents, 40 tls , 7 AM's and 2 process managers. now it is of 100 agents, 8 tls, 1 AM and 1 Process manager. Company is in the stage of shifting this remaining process to Delhi centre to reduce cost and increase revenue per FTE.

KRA's - CSAT, FCR, Rev/ Call, AHT, SLA management, customer orientation, people orientation, process orientation, result orientation, analytical skills, organizational behavior, abendont = offered - handled.

You may find these pages helpful to you as a team leader

• Dealing With Difficult Managers

• Job Coaching

• Time Management Tips

• Public Speaking

• Employee Reviews

• Becoming A Sales Manager

• Building The Team

• How To Get Promoted

• Personal Career Development

• Get Your People Motivated

• Are You A Leader or Manager?

• Decision Making & Problem Solving

• Situational Leadership

• Leadership Styles

• Running Business Meetings

You are here: People Management

Read more about Business Management Jobs, but if you’re not there yet, then consider this: the developing leader generally works hard to achieve a high level of 'buy-in' amongst the team and has systems/processes to regularly review individual and team performance. He or she displays sensitivity to situations and individuals. Generally leads by example and is regarded as a motivator of people. People management involves assessing the strengths and weaknesses of the team and encouraging focused development; you will also need to be competently able to deal positively with conflict situations.

Read more about taking up a Leadership role, then go on to read about Business Leadership.

You should also read about 360 Degree Feedback From 360 Degree Appraisals and 360 Degree Appraisal and 360 Feedback Information, because you may be involved with these processes at some point.