Experience

Altruist Technologies Pvt. Ltd.

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

• Deputy Manager Operations

  • May 2021 - Present

  • Managing team of 200+ HC, CX Contact centre Data oriented Quantitative decision making.• Managing BE Score card of the process.• Training and coaching leadership based on vision and mission of company ( To elevate Internally)• Customer Journey mapping, Churn Reduction, Process RE -Engineering • Responsible for gross margin % set by company , devising P&L strategy plans &Helping, Senior manager, DGM, VP in achieving P&L GM%, Driving Automation, lean in office & Continuous improvement for company and clients.• Hiring & Retention Strategist, Helping Hiring team during crisis with different strategies to ensure 0 impact on client deliverables.• Conducting Weekly & Monthly Performance Review and helping the TLs to achieve performance with achievable action plans, Work force Planning, Reporting long term and short-term issues to management in terms of process, people and company policies with solutions• Sharing client escalations to respective SPOC with the help of business manager bharti airtel(clients)• Sharing VOC of CEO desk to airtel business manager to identify the loop holes in client business with corrections.• Exceeding performance metrics set by organization. Working along with support or cross functional teams to ensure the deliverables is met quickly with best ideas.• Controlling Absenteeism and Attrition in the Process with proactive planning.• Coach the Coachee- Helping Team leaders by auditing the emails audited by them and sharing the improvements to enhance the quality and productivity.• Attending process escalations and sharing RCA to clients and internal management• Conducting One – One with all advisors to know the pain areas of them in process, which is not allowing them to perform better, devise action plan, implement the solutions with the help of management for better employee experience.• Weekly calibration with quality team and helping training team to achieve better training certification throughput

• Assistant Operations Manager

  • Feb 2020 - Apr 2021

   Responsible for leading by managing a team size of 90-200 through Team Leads Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact Driving profitability to ensure 0 impact on process PBT ( Profit before tax) Coaches and mentors the associates & Team Leads Interviewing the candidates to ensure quality of Hire and monitoring it in the hiring methodology sheet Conducting team reviews, submitting progress reports of the team to the Process head Have encouraged my agents in learning & development within the team by conducting “agent development program” Created a positive environment to reduce attrition Comes out with new ideas for process improvements to enhance customer service, driving lean in office and continuous improvement programs. Helping hiring team with strategy plans to ensure organization vision and mission are met quickly. Helping senior manager, AGM to achieve business strategy plans with strategy. Understanding of P&L, assist in managing P & L of the process to ensure consistent profitability Gives feedback to team members and stays well informed on the status and metrics of different projects



HGS - Hinduja Global Solutions

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

• Assistant Manager Operations

  • Apr 2014 - Jan 2020

   Responsible for leading by managing a team size of 90-200 through Team Leads Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact Driving profitability to ensure 0 impact on process PBT ( Profit before tax) Coaches and mentors the associates & Team Leads Interviewing the candidates to ensure quality of Hire and monitoring it in the hiring methodology sheet Conducting team reviews, submitting progress reports of the team to the Process head Have encouraged my agents in learning & development within the team by conducting “agent development program” Created a positive environment to reduce attrition Comes out with new ideas for process improvements to enhance customer service, driving lean in office and continuous improvement programs. Helping hiring team with strategy plans to ensure organization vision and mission are met quickly. Helping senior manager, AGM to achieve business strategy plans with strategy. Gives feedback to team members and stays well informed on the status and metrics of different projectsNotable Highlights:• Trained the Entire leadership on Different kinds of Leadership skills which yielded better performance for the Org.• Corrected the client Email landing methodology in CRM through automation- Which helped clients to save cost which is the value addition. • Best AM award from management for the 8 months.• Span with highest external Audit score every month among postpaid prepaid and broadband accounts.• Based on exceptional performance handled the highest customer experience desk of airtel which is CEO Desk and appellate inbound pan India.

• Senior Team Leader -Operations

  • Feb 2013 - Mar 2014

• Team Leader Operations

  • Dec 2010 - Feb 2013

• CRO

  • Aug 2009 - Nov 2010