Jul 2019 – Mar 2020 · 8 mos · Gurgaon, Haryana

Apr 2018 – Jul 2019 · 1 yr 3 mos · Gurgaon, India

Nov 2015 – Mar 2018 · 2 yrs 4 mos · Gurgaon, India

Oct 2013 – Aug 2015 · 1 yr 10 mos · Gurgaon, India

• Accountable for all Key Performance Indicators (KPIs) of Call Center Operations (Outsourced) – Sales (Inbound / Outbound) and Customer Service (Calls / Emails) and to manage vendor resources through regular engagement, process and performance reviews
• Responsible for the overall direction, planning, execution, control and completion of Operational objectives.
• Managing teams with multiple vendor partners working across various workflows to achieve the operational targets
• SPOC for Cross-functional coordination and communication with internal and external clients
• Contributed for process improvements across operational workflows
• Lead implementation and scaling of new frameworks, objectives and tools
• Vendor Identification, On boarding / Contracting / Training and mentoring
• Vendor Optimization and Contract deliverables including Commercials and Vendor Invoicing
• Handling Weekly/Quarterly Business Review with the Call Centre Partner / Internal Clients
• Developed, shared and implemented best practices across verticals for vendor service delivery

Apr 2012 – Aug 2013 · 1 yr 4 mos

• Managing multiple Vendor Partner relationships (South Asia Region)
• Managing delivery of Outsourced Operations - Voice, Email & Chat
• Vendor Optimization and Contract deliverables
• Partner Governance Model
• Commercials and Vendor Invoicing
• Handling issues and client escalations
• Escalation point for internal and external contract issues, collaborating with the business, legal, and procurement to ensure successful resolution and service delivery.
• Business Farming, identifying new business opportunities with existing clients ( Diplomatic Missions) & maximizing vendor capabilities
• Handling Weekly/Quarterly Business Review with the vendors / Operations and Diplomatic Missions

Apr 2010 – Apr 2012 · 2 yrs

• Managed a team of 14 F.T.E’s. and dealt with all client escalations and queries.
• Process dealing with offline sales, E-Care outbound customer service and up sell for all travel related products in UK and Europe market.
• Involved in Training, Quality improvement (Including BQ management), Daily MIS reporting, driving SLA’s and agent errors reduction.
• Managed ISO Compliance for the team.
• Weekly Rostering, skilling and handling teams concerns with regards to HR, Payrolls and Transport etc.
• Team was one with the lowest attrition across sites.

Dec 2008 – Mar 2010 · 1 yr 3 mos

Feb 2008 – Nov 2008 · 9 mos · Mumbai Area, India

Apr 2007 – Jan 2008 · 9 mos · Gurgaon, India