Experience

Dollar Industries Ltd

• India
• Textile Manufacturing
• 200 - 300 Employee

• Operations Team Lead

  • Jun 2022 - Present



Reliance SMSL Limited

• Kolkata, West Bengal, India

• Operations Team Lead

  • Sep 2020 - Oct 2022

  Team Leader – Operation Heading project of Jio Voice Service (Inbound & outbound). Heading the Inbound Jio projects. i.e. JioFiber / Technical Help Desk / Device Care / Prospect Desk / Tele-Verification , and Outbound projects i.e. MNP – VSR Retention / MNP - SR Call Back / LR / Jio Fibre-Retention. Handling a Team of 70 CCE (Customer Care Executive) . Ensuring team's performance in terms of compliance with SLAs Managing assessment and development of team members Conducting Weekly & Monthly TL Review to ensure proper check of performance enhancement trend. Presenting Monthly & Quarterly Review to Client. Responsible for all the key matrices linked to PnL and revenue prospect. Handled various activities like Resource Planning, Advisor Management, Recruitment, Identifying and Coordinating Training needs, Effective Monitoring and Data Tracking for Higher Yield, Employee Engagement and Reward System with Setting up of Comprehensive MIS & PnL Show less



Offshoot agency Pvt. LTD

• Operations Team Lead

  • Nov 2019 - Sep 2020

  Team Leader – OperationHandling a Team of 45 CCE (Customer Care Executive) & Reporting to Manager Restricting absenteeism, Attrition and Non schedule adherence. Coaching & Mentoring the Team members to enhance Quality & Productivity. Setting up Team goal with respect to Organisational goals and achieving the same. Actively coordinated with other departments and escalating major issues to the concerned departments for immediate resolutions. Involved in framing review with the team to ensure target fulfilment. Studied the varying Average Handle Time and Fatal Error trend of the circle. Monitored the process adherence Adept in needs assessment, developing process/system improvement strategies, detecting oversights, implementation and training and accordingly organised workshops for employees for enhancing their technical and soft skills. Updating the Team with latest update by daily briefing & debriefing & taking escalated calls whenever required Organising Weekly Review & Monthly Review for keeping the Team aware of their performances. Rewarding thePerformers & guiding the non-performers to keep themselves motivated and growing Real time monitoring of call queue & check upon the abandonment rate so as to take immediate steps to restrict the same Show less

• Operations Executive

  • Nov 2017 - Nov 2019

  Job Profile: (For Jio Prepaid MNP Retention Business)Join as CCE and then promoted in Sr. CCE where taking SR Call back related Calls. Taking jio Mobility Outbound Calls. i.e. MNP Retention & VSR Retention for PAN India. Highlighting major issues to the immediate supervisor for correct and fast resolution. Maintaining all the KPI’s.



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Executive

  • Nov 2015 - Oct 2017

  Join as CCE and then promoted in Sr. CCE where taking Escalation Call.. Taking jio Mobility Inbound calls for PAN India. Highlighting major issues to the immediate supervisor for correct and fast resolution. Maintaining all the KPI’s. Join as CCE and then promoted in Sr. CCE where taking Escalation Call.. Taking jio Mobility Inbound calls for PAN India. Highlighting major issues to the immediate supervisor for correct and fast resolution. Maintaining all the KPI’s.



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Operations Executive

  • Nov 2014 - Nov 2015

  Handled Prepaid Calls for WB Circle Highlighting major issues to the immediate supervisor for correct and fast resolution Maintaining all the KPI’s. Taking care of Wavier for ROB circle. Handled Prepaid Calls for WB Circle Highlighting major issues to the immediate supervisor for correct and fast resolution Maintaining all the KPI’s. Taking care of Wavier for ROB circle.