Sumanthu Chandadai

Sumanthu Chandadai

Team Leader at Booking.com
Currently: Team Leader at Booking.com
Location: Grand Rapids MI
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Summary

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• Manage a team of up to 25 agents and 2 Junior Supervisors (Senior Customer Care Executive). • Process payroll and time off hours via ADP payroll services. • Supervise/modify as needed agent work schedules, breaks, adherence, and time off requests • Foster growth of agents by working side by side, reviewing quality measures, listening to live and recorded calls, delivering feedback, and taking escalated calls to the second supervisory level. • Write and deliver disciplinary reports in a one on one setting. • Lead weekly meetings to pass on updates, new policies, and advise of Team’s Key Performance Indicators. • Maintained an overview for each agent’s progress which was reviewed quarterly while meeting with the agents themselves bi-monthly to ensure yearly reviews were accurate. • Created and implemented motivational and morale increasing projects to increase team performance. • Oversee long term projects with weekly updates and reviews for regional managers.

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