Tell me something about yourself?
Hello, as you already know that my name is Gourav raikwar, I
was born and raised in ujjain. I got my higher secondary
education from MP board. I have a work experience of more
than 3 years in BPO sector. I was a customer care executive in
teleperfomance for 2 years . Than i joined taskus on 16 march
2022 as a teammate. I have gained a good experience here and
now i am looking to move a step up by taking promotion.
Content moderator roles and responsibilities - As a content
moderator i had to review the content upload by the user on
social media platforms according to company policies and
guidelines.
Customer care executive roles and responsibilities - customer
care executive is responsible to provide satisfactory resolutions
to the customer via different communication channel like chat ,
mail , calls etc
How was your journey in Taskus ?
My journey in taskus is ridiculously amazing as a teammate I
would say that this is the best organisation I've worked for. I
joined Taskus on 16 march 2022 . Then i got selected for BI in
electoral workflow and after the completion of training we've
moved to work from office. The culture, environment and
ambience of office is too good . Then i got the opportunity to
learn new process and i moved in SPI it was challenging for me
but challenges give me boost to perform better than before .
And then we moved to work from home . The people in taskus
is too supportive and helpful. In this journey i have earned a
great experience. Overall my journey is too good.
What different you have done in your tenure in
taskus ?
Representing the core value of being ridiculous i have done
several things that makes me different from other's. After
joining taskus i have achieved different successes The very first
thing i remember is i got the opportunity to move in SPI , i
accepted it and i became a cross skilled person who knows how
to work in both workflows electoral and SPI. i have kept all the
parameters in green from the day one in SPI. another
achievement i have got an opportunity to have a discussion
with clients and i have shared my experiences and ideas which
they have requested. Apart from these when team was
struggling with utilisation, srt aux management, occupancy and
other parameters were in red i took the responsibility of the
entire team. I started monitoring them i gave the idea to my
team leader that we can create a tracker by which we can
monitor daily srt aux activity of the teammates which helped us
to maintain our srt aux management .Also the utilisation
calculation was not being understood by SOME teammates so i
have also taken a session for my team mates and informed the
target of each aux. Secondly occupancy was the biggest
challenge for us, so i also has shared the best practices with my
team that how to maintain the occupancy i come to know that
people was not aware of the formula of occupancy how it is
calculated, they are not spending more time on the SRT page
because they are not aware of it they are spending more time
on the workplace and on the bjn so that's why that time the
occupancy was no met but then after sharing the good
practices this has helped us alot and we are able to make the
occupancy in green. So i have managed some crucial
responsibilities like the utilisation management, occupancy
management ,srt aux management which is directly connected
to the billable hours. These are all the achievements that i have
achieved apart from my daily work.
What is Your achievements in this organization?
I have achieved great success in each of the KPI's like i have
managed my quality above the given targets consistently, and
apart from it i have never been fall in red in this quarter and I
have also helped my teammates to maintain their quality as
well by helping them with my insights and by being available all
time on BJN. I have managed my occupancy well by always
staying above +95%. And for AHTB I've always managed a score
of 100% and helped our team to achieve the score of 100%. Our
team has achieved the score for 100% continuous 4 times in a
row and I feel proud as I am a part of it
What is the vission and mission of taskus?
Our vision is to make a positive impact on the best brands in
the world, on our people, and on our global communities.
Our mission is to empower our people to deliver ridiculously
good innovation to the world's best companies.
What are the core values of taskus?
1- Inspire others believing in yourself- Believe in yourself to
inspire others to improve and develop themselves more. Be
positive!
2- Do more with less - We are results oriented and get things
done even with the limited resources we have
3- Work hard, have fun - We work hard but we balance this by
taking time to have fun in the office and at home
4-Exercise emotional intelligence.-We put ourselves in the
shoes of others to have a better understanding of how to help
out.
5- Always strive for excellence - Excellence is the mark we strive
for Being "good enough isn't really enough for us
6- Continuous self improvement - We believe that we should all
be a better version of ourselves by improving every day.
7- Teamwork make the dream work - When a team puts their
minds together, they make the incredible happen!
8- Be ridiculously good - Thinking outside the box is normal.
Being Ridiculous is what makes us TaskUs
Roles & responsibilities of TL?
As a Team Leader my roles and responsibilities is to drive
the performance of teammates in order for them to
continuously hit their goals. As a team leader one must
be able to coach and manage the teammates under my
supervision and act as a bridge between teammates and
the other departments . Being a Team Leader, i will
manage the day-to-day planning and operations of team.
This includes making sure that each of your Teammates
delivers on their Service Level Agreement (SLA) and
achieve their Key Performance Indicators (KPIs). As Team
Leader, I are in charge of managing the team and making
sure everyone adheres to their schedules. I must be
organized and be able to handle responsibility. A critical
part of the role is to be able to train and help in the
development of our team, by conducting team huddles,
coaching sessions, and recognizing weaknesses - so we
can offer solutions to help them improve and grow.
Through that, our team will be able to deliver a superior
customer experience which is the main thrust of our
department.
What makes you think you should be a perfect
team leader?
A team leader responsibilities is to help all the team
members with their doubts and managing team's all the
kpi like people metrics and clients metrics and currently i
am learning how does a team leader works so for that i
am managing the shrinkage of my team i took all the
leaves requirements from my team members in the
starting of the month so that's helps us to keep our
shrinkage in green. And i always helps my team members
to manage there APR as well, whenever someone
isconfused or feel doubt on a job i share my insights with
them which helps us to maintain our accuracy scores. I
also take team meetings whenever my team leader is not
available or he is in a urgent meeting. I share the
important updates regarding the product, training
sessions, RCA's and all that. He also trust me and given
this opportunity so that i can grow myself, that's why I
think will be a perfect for this role.
How does a team leader day goes?
A team leader's day can be very productive. They do several tasks in
their daily routine they will starts a day by.
Planning and prioritizing: The day begins by reviewing and prioritizing
tasks and responsibilities. This involves checking emails, reviewing
schedules, and creating a plan for the day.
Team meeting : The team leader may hold a brief team meeting to
discuss priorities, provide updates and address any immediate
concerns or questions from team members. This helps set the target for
the day and ensures everyone is on the same page.
Individual meetings: The team leader may have one-on-one meetings
with team members to provide guidance, feedback, and support.
Collaboration and coordination: the team leader collaborates with
team members, to coordinate efforts, resolve issues, and ensure
smooth workflow. This may involve attending several meetings with
different departments.
Communication and reporting: The team leader communicates with
upper management, clients, or other departments to provide updates
on team progress, achievements , or address any issues or concerns.
Problem-solving and decision-making: Throughout the day, the team
leader addresses problems or obstacles that arise. This may involve
making decisions, finding solutions.
Coaching and development: The team leader dedicates time to support
the development of team members. This includes providing guidance,
offering constructive feedback, and identifying opportunities for growth
and learning.
Wrapping up the day : Towards the end of the day, the team leader
reviews the day's activities, evaluates progress, and identifies any
areas for improvement.
What is the difference between coaching and
feedback?
Feedback gives information on past behavior, while
coaching focuses on future actions. Feedback makes
employees understand their previous issues so that they
can improve. Coaching seeks to improve future
performance by identifying potential issues and fixing
them.
How to manage the bottom quartile??
Managing accuracy in the bottom quartile of team performance
can be challenging but important for overall team success.
There are some strategies i can apply
Identify the root causes: we can find the root causes of low
accuracy within the bottom quartile by doing sbs, and by
creating quality assessments, doing knowledge checks , if it is
due to lack of knowledge or skills, resources, unclear
expectations, or other factors? Understanding the reasons
behind the low accuracy will help us to create a solution.
Provide additional training and support: if there is any
knowledge gaps in team members in the bottom quartile we
can provide relevant trainings to address those gaps. We can
also align a team member who are performing well in the terms
of quality with the bottom quartile to help them improve their
accuracy.and if there is any kind of protocol errors that is
impacting the teams quality then i need to cascade it to the
quality team.
Set clear expectations: i will set expectations that all team
members understand the expected accuracy Targets. I will
Clearly communicate the importance of accuracy, the impact of
accuracy on overall team performance, and the consequences
of low accuracy.
Offer regular feedback and performance reviews:we can
Regularly provide constructive feedback to team members in
the bottom quartile. By Discussing their accuracy performance,
identifying areas for improvement, and by sharing good
practices to enhance their accuracy, like doing double checks
before submitting the job , discussing the jobs with the team
members and me.
Motivate and engage the team: we can motivate oir team
members by recognising thier achievements and appreciating
them .we can create an environment of open communication in
our team so everyone can share their thoughts and good
practices
What is attrition and its formula ?
Attrition is the separation of employees from the organisation
for any reason (voluntary or involuntary), including resignation,
termination, death
First we have to calculate average Headcount
( Formula)
Opening Headcount+Closing Headcount/2
Attrition- Number of people separated/ Average Headcount×
100
What is shrinkage and it's formula ?
Shrinkage is a people metric which refers to the time in which a
teammate is not available on production. Shrinkage is of 2
types external shrinkage and internal shrinkage.
External shrinkage refers to Planned leaves, unplanned leaves,
lateness, absenteeism
Internal shrinkage refers to team meetings , coachings ,
trainings, one on ones.
Formula :-
Total no. Of leaves / total no of teammates rostered × 5 days ×
100
How to manage shrinkage?
Managing shrinkage is crucial for businesses to reduce losses ,
first i would create a leave planner than I would ask teammates
for their leave requirement, i would calculate these leaves, i will
check how many leaves i can provide, if i have sufficient leaves
in that particular month, so i would provide all the leaves, if it is
impacting my shrinkage then i would discuss with teammates
for the reasons I'll request teammates to manage their leaves
for that particular month if they can
What is UTT and How to manage UTT??
UTT Stands for unattended teammate time .UTT can be
managed by making teammates aware about the impact of UTT
miss,the Target is only 1%, teammate has a 4 min. Buffer only in
a day, . To prevent Miss, we can create POC in the team to
remind other teammates. We can ask teammates to set up an
alarm according to time warp Aux . We as a TL have the access
to check the teammate’s aux, so we also need to check out and
governance on it.
What is scheduled adherence and How to
manage SA ?
Adherence is the time an agent spends on their scheduled aux .
This may include breaks, meetings, coachings, trainings etc.
To prevent Miss, we can create POC in the team to remind
other teammates. We can ask teammates to set up an alarm
according to time warp Aux . We as a TL have the access to
check the teammate’s aux, so we also need to check and out
governance on it.
Set Clear Expectations: Clearly communicate the importance of
schedule adherence to your team members.
Formulas and target's for people metrics
1 - Adherence 99% target formula = (Actual Performance /
Expected Performance) x 100
2 - UTT target less than 1 % = Total unattended time/ Total
plotted production minutes × 100
3 - ul - 3.25% formula = total no. Of leaves/ total no of
teammates rostered × 5 days×100
4 - pl - 3.25%
Formulas and target's for client metrics
1- Occupancy 95 (%) = (Total Time spend on srt offered job/
Total production hours) x 100
2)AHT- ( Formula) Total production hours /total no of job
process
3)Accuracy- 87% Formula - total positive audits/ total audits
count ×100
4) Recall - 85% formula= total true positive/ total true positive+
total false negative × 1000
5)Precision- 91% = total true positive / true positive + false
positive × 100
4)utilisation- 89%- 91%. Total production hours / total billable
hours × 100
What is conflict management?
In a team conflicts may rise by several reasons like
disagreements, misunderstandings, etc. It is always
important to avoid conflicts as this may harm the teams
performance. If there is a conflict that arise in my team i
will make sure to end it by taking actions like promoting
team bondings , encourage team members to apply the
core value of team works makes the dream work Or by
creating a transparent environment where everyone can
share there thoughts and learnings
