Jan 2018 – May 2020 · 2 yrs 4 mos · Bengaluru, Karnataka, India

•  Provide and maintain the highest level of customer service for our customers through live chat, Email and Social Media
•  Worked closely with relevant stakeholders and business leaders to achieve smooth, timely transition and service delivery of new processes and/or additional work volumes
•  Worked with internal departments like Training, Quality, and Resource Planning Center to ensure all contractual obligations are comply to and maximum value is driven to Customers (Internal and External)
•  Proactively sought and deployed best practices, standardized processes and improvement initiatives relating to process controls, performance, quality and cost
•  Took additional work load for the existing team through up skilling and managed surplus steps at no additional cost
•  Process design - to standardize the organization’s workflows and setting up end to end delivery processes
•  Responsible for hiring, firing, training, evaluation, and developing of personnel in the Department to be able to support the growth plan and vision of the Company
•  Analyze reports daily, weekly and monthly to identify trends, and problems and opportunities and proactively take actions
•  Schedule and coordinate department coverage to meet the requirements of the business
•  Comply with all company policies and procedures including Quality, Environmental, Health and Safety

Sep 2015 – Dec 2017 · 2 yrs 3 mos · Bangalore

•  Manage overall process as per the defined process SLAs
•  Promote the company’s products and brand
•  Establish and manage relationship with client’s business and project stakeholders
•  Pitching company’s products/services to prospective clients/customers
•  Document and share project learning for continuous improvements
•  Analyzing the client requirements and preparing a detailed project plan
•  Improve operational management systems, processes and best practices
•  Manage budgeting, reporting, planning, and auditing
•  Develop targets for the internal sales team and ensure its implementation
•  Perform quality controls and monitor production KPIs
•  Contribute actively to change implementation initiatives on the floor
•  Own generation, maintenance, consolidation and tracking of various client reports

Aug 2014 – Jun 2015 · 10 mos · Bangalore

•  Planning the staffing requirements, performance reporting
•  Accountable for Service levels and other operational metric which includes C SAT, NPS, Resolution TAT, FCR, Quality, Ageing etc
•  Coordinating with the dependent teams to improve service levels
•  Creation and maintenance of shift statistics to ensure efficiency in process operations and meeting of individual & group targets
•  Determining training needs of employees conducting suitable training programs to enhance the operational efficiency leading to increase productivity
•  Manage attrition by promoting retention strategies to ensure team stays well motivated
•  Personally coach, train and mentor direct subordinates and provide career development opportunities through training and quality management
•  First person to be the part of “one contact project”
•  Have played an active role in CSAT improvement project
•  Coordinating with WFM in preparing the schedule, break and leave management

Nov 2008 – Aug 2014 · 5 yrs 9 mos · Bangalore

•  Set the vision, direction, and culture of the team by managing team performance expectations and goals.
•  managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives
•  Leads planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites
•  Processes management requests for modifications of scheduling events (meetings/training, etc.)
•  Identifies opportunities and risks, dives deep, and works with internal and external teams to implement solutions
•  Able to define metrics, goals, and strategic direction across functional area(s) in support of overall group vision
•  Instrumental in planning and implementing processes and controls to ensure SLA/deliverables are met within the framework of the organization.
•  Provided cost and benefit analysis to management. Implemented established procedures to maintain required service levels and achieve other call center goals
•  Reduced caller concerns to the lowest level by introducing, updating, and monitoring FAQs, SOPs.
•  Daily call monitoring and overview.
•  Prepare & update monthly MIS reports and initiate actions for continuous improvement and target on growing the service levels.
•  Employee Performance: Reviewing the executive’s performance on weekly, monthly, quarterly and yearly basis and identifying the training needs to ensure “green" status in project health.

Jul 2004 – Sep 2008 · 4 yrs 2 mos · Bangalore

• Senior Associate/Work Lead/Team Lead
•  Successfully handled a team of 30 associates.
•  Was awarded with the Yellow Belt for successfully completing on the DMC (Define Measure and Control) phase for the process.
•  Involved in the super user and clients transition from onshore.
•  Yellow Belt Mentor. Was authorized to certify the new/ existing process.
•  Involved in Green Belt accuracy improvement project.
•  Winner of Zero Defect Award for achieving 100% on Accuracy and highest productivity.
•  Was awarded with Domain Knowledge H&W Certificate.
•  Ensure deadlines of clients are being met while maintaining high quality by continuous monitoring of capability of the team and its service levels.
•  Work with the key customers and internal business development team, partners, and the line managers and contribute to the business.
•  Involved with onshore and quality team in the PCLAR Kaizen event.
•  As a part of Kaizen event, created a repository called Ops current news which served as a one stop solution.