Subject: Re: Account Handover details
From: Sankarshan Rajan <[email-masked]>
To: Parvez Alam <[email-masked]>
Cc: Ashish Dabral <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 27 Nov 2019 02:01:40 -0700 (MST)

Hi Parvez, 

In Addition to this please ensure you have a daily activity log of the account with you and you and also keep a track of the unsanctioned leaves taken by the agents and email it to Sir and Ma'am on a daily basis without fail. 

Kind Regards, 
Sankarshan Rajan 

From: "deeksha" <[email-masked]> 
To: "Sankarshan Rajan" <[email-masked]> 
Cc: "Parvez Alam" <[email-masked]>, "Ashish Dabral" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, November 26, 2019 10:23:36 PM 
Subject: Re: Account Handover details 

Thank you very much Sankarshan :) 

All the best Parvez :) 

Sent from my iPhone 

On 26 Nov 2019, at 20:22, Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Hi Parvez and Ashish, 

Please refer to the below points for VGG Account Manager handover. 

> All work related to Salary Slips , Interview and Hiring , Removing and issue of warning letter , Bonuses , FRRO , Salary break down , Late coming deductions or unsanctioned deductions will be handled by the HR , Accountant & Ashish respectively. However please do have information on this as you are responsible for the account now. 

> For recruitment in VGG - email will be sent to the [ mailto:[email-masked] | [email-masked] ] , CC : Saurabh Sir & Deeksha Ma'am . Similar format needs to be followed if some agent needs to be removed or issued a warning letter . HR will than take action accordingly. I'll be forwarding these formats to you. 

> Headcount , Credentials data base and Team structure are to be maintained on daily basis as priority , This google document is the reason on which the headcount , forecasting in queue allocation is based on. This is the primary most important sheet to be updated daily. 
- [ https://docs.google.com/spreadsheets/d/1kNIk_KzVMmwjTGAlrCWLcPFknu2CcCDj4OG3KGVKKVo/edit#gid=332618379 | 
https://docs.google.com/spreadsheets/d/1kNIk_KzVMmwjTGAlrCWLcPFknu2CcCDj4OG3KGVKKVo/edit#gid=332618379 ] 

> Roster is the second most important google document , The Roster needs to be made as per the allocation received from Limerick. Please note : always ask Saurabh Sir before giving any one leaves besides the week OFF , Week OFF swapping is allowed between agents on same language and same shift only, Moreover any Week Off assigned or half days given should be brought into the notice of Saurabh Sir and Deeksha Ma'am. - [ https://docs.google.com/spreadsheets/d/1mcuxL5ARydIpNf5Jn8QIpjLKl0eoWoBvm3FaKbYnI6g/edit#gid=942378604 | 
https://docs.google.com/spreadsheets/d/1mcuxL5ARydIpNf5Jn8QIpjLKl0eoWoBvm3FaKbYnI6g/edit#gid=942378604 ] 

> Incentive sheet will not only have the incentive for the month to be made but will also have the one year annual VGG increment sheet , Please ensure to add increment for only those agents who have finished one Year, After completion this is added in the following month. Monthly incentives to be made on monthly productivity and Quality report as received from Limerick . Please try to get this done by 5th of every month so you can try and add this to the payout . - [ https://docs.google.com/spreadsheets/d/152IWXuiQOd4aRfOUPDFZ8FuCrlPLme0cqfM0aR5Q1hI/edit#gid=1783109801 | 
https://docs.google.com/spreadsheets/d/152IWXuiQOd4aRfOUPDFZ8FuCrlPLme0cqfM0aR5Q1hI/edit#gid=1783109801 ] 
> Please make sure every call you have with Limerick you make a meeting note and forward it to Saurabh Sir and Deeksha Ma'am without fail , If the client is in the office and anything important is discussed please report this verbally to Saurabh sir and Deeksha Ma'am immediately. Also - as they have meeting scheduled in the calendar - every time a meeting does not happen please email them and also inform them verbally. 

> Please make sure any communication you have with he client regarding the account and company is first verifies with Saurabh Sir and Deeksha Ma'am. Never mention anything to the client related to the account or company without verification. 

> Need to email - [ mailto:[email-masked] | [email-masked] ] and CC: Brian , Rob, Saurabh sir, Deeksha Ma'am and Ashish if you need to close the credentials for any agent , Please email : Jana , Cian ,Brian and CC: Rob , Saurabh sir and the trainer on site if you need to request credentials. You should have complete name , Zimbra email address and language mentioned on this email. 

Please use the office number for communication with the agents and keep every text conversation saved with you in case need to be reviewed by the Management. 

Please use the portal [ https://corporateportal.avis.co.in/Login.aspx?386A1940Ef | https://corporateportal.avis.co.in/Login.aspx?386A1940Ef ] to make AVIS booking , Please use the username : [ mailto:[email-masked] | [email-masked] ] 
and password : ns83n(j2HS 

Always ensure to check how many cars are needed before hand with Saurabh Sir - You need to make sure everyday the Manifest is sent to hubnoida before 18:00. Remember to always CC Saurabh sir and the TL on late shift Please note this would only be needed for shifts ending or starting at late nights for the female employees. Before booking any cab you have to check with Saurabh Sir directly. 

Apart from these points please make sure you guys revert to all emails of the agents also make sure all your emails to the clients have both Saurabh Sir and Deeksha Ma'am in CC. 

Specific Roles and Responsibilities: 

Parvez: 

You would be handling the client relationship. This basically means you would be representing LSM in front of the Clients, hence please make sure you keep your conversations with the Client professional and everything is discussed with Saurabh Sir and Deeksha Ma'am before informing the Client. Any questions you may have can be directly discussed with Sir and Ma'am. 

You are certainly needed to keep a track of the leave requests, however you are not supposed to approve any leaves without the higher management's approval. Please do not in any situation approve any kind of leaves. If someone is not well please check with Ashish and in any situation. 

Please keep a track of the quality and productivity of the Team. You would need to make sure you meet the SLA requirement for these. Are productivity SLA on any given day is to keep the email queue down to no cases and the minimum case count for any agent is 64. The Quality SLA is to keep the error percentage below 5%. With the current quality performance you would need to make sure you get all the agents to improve the quality by the coming days to reach the percentage desired. 

Please note all times you are first the management of the company hence everything you mention to anyone in relation to your account would be taken up as the word of LSM. Please be certain of what you are informing to the Clients and the agents and also ensure you discuss this with Sir and Ma'am. 

Most importantly please make a daily activity Log of the account and inform about this to Sir and Ma'am so that you can track how the process is currently functioning. Anything you discuss with Sir and Ma'am has to be kept to yourself. 

I wish you all the luck with this new experience, it get's challenging at times however that's the best part of it to come out of that challenge , Saurabh Sir and Deeksha Ma'am will be around to guide you with anything and everything. You also have my number on which you can contact me if needed. 

Lastly you both together can make this happen just ensure you are always in sync with Sir and Ma'am before you action anything to keep it perfect. 

Kind regards, 
Sankarshan Rajan