Experience

BPO CONVERGENCE PRIVATE LIMITED

• India
• IT Services and IT Consulting
• 1 - 100 Employee

• Deputy Manager Operations

  • Jul 2019 - Present

• Assistant Operations Manager

  • Jun 2017 - Jun 2019



Aegis Global

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Assistant Operations Manager

  • Jul 2016 - Jun 2017

  • Assist the manager in organizing, planning and implementing strategy.• supervising daily operations of organization.• Supervise operations team to ensure operational excellence and excellent customer services.• Assist in interviewing, recruiting, training, performance evaluation, promotion and termination activities.• Generate operational reports for management as needed.• Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.• Adroit in ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services• Create reports, analyze and interpret data.• Monitor operating costs, budgets and resources.• Manpower Planning.• Ensure that Quality Audits, team feedback and performance reviews are done as per schedule to reduce defects and boost performance.• Handle the tasks of developing and training a team of associates to be well-enabled professionals providing excellent service to customers • Coordinate with client and site management to drive focus SLA's. • Supervise and motivate staff.• Abilities in coordinating with internal/external customers for running successful business operations and experience of implementing procedures and service standards for business excellence.



Aegis Global

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader

  • Apr 2014 - 2016

  • My job involved rostering of employees for their respective shifts.• Attrition control.• Handle the tasks of developing and training a team of associates to be well-enabled professionals providing excellent service to customers. • Coordinate with client and site management to drive focus SLA's. • Perform all other essential tasks coordinating with the floor manager.• Propagate positive teamwork across work groups & drive business results.• SPOC for open ticket issues, responsible to pull up reports and co-ordinate with other Group Leads to close the open tickets.• Primary focus on CPM/SLA.• Managing the floor, adherence to schedule.• Handled team of 40 members.



FIRST SOURCE SOLUTIONS UK LIMITED

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Team Lead

  • Apr 2013 - Mar 2014

  • Responsible for Team management, driving portfolio targets & enabling team members for better performance. • Less no of attrition & developed trackers for capturing leaves for the floor.• Own and drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives like conduct audits & share feedback with team members.• Active participation during team huddles to ensure retention.• Perform all other essential tasks under the instructions of the manager.• Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. • Analyze various reports including process dashboards & team performance reports.• Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.• handled a CCE team with KNE (knowledge & Escalation).



Aegis Global

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader (Ops)

  • Apr 2012 - Mar 2013

  • Responsible for Team management, driving portfolio targets & enabling team members for better performance. • Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call• Training and development of staff.• Conducting performance appraisal for the team. • Recommendations for product and process development based on customer feedback and analysis of the same.• Worked very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these.• Coordinate with client and site management to drive focus SLA's. • Perform all other essential tasks under the instructions of the manager.• Making decisions on any matters relating to improving revenue generation & customer satisfaction with regards in so far as it affects call handling and call Center process.• Recommendations for product and process development based on customer feedback and analysis of the same.

• Customer Service Representative

  • Sep 2010 - Mar 2012

  • Handle customer queries and provide optimum resolution.• Set benchmark for excellent customer experience.• Provide correct resolution on the first call to reduce repeat % and help set high Quality standards



Intelenet Global Services

• Customer Service Representative

  • Nov 2007 - Aug 2009

  • Handle customer queries and provide optimum resolution.• Set benchmark for excellent customer experience.• Provide correct resolution on the first call to reduce repeat % and help set high Quality standards. • Handle customer queries and provide optimum resolution.• Set benchmark for excellent customer experience.• Provide correct resolution on the first call to reduce repeat % and help set high Quality standards.