Syed Shafathulla

Operations Associate

Bengaluru, Karnataka, India21 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Improved call center process utilization by 10%
Expert in operational management and performance improvement
Strong background in team and people management

Stackforce AI infers this person is a Telecommunications Operations Manager with expertise in process improvement and team leadership.

Contact

Skills

Core Skills

ManagementOperational Management

Other Skills

Service DeliveryTeam ManagementBusiness Process ImprovementCustomer Relationship Management (CRM)CoachingClient RelationsPeople ManagementPerformance ManagementBusiness DevelopmentBusiness AnalysisOutsourcingTrainingOperations ManagementStrategic PlanningMicrosoft Office

About

segment of a leading domestic telecom operator.  Determining call center operational strategies by conducting need assessments, performance reviews and capacity planning.  Maintain and improve call center operational SLAs by monitoring process performance, identifying and resolving problems, preparing; completing and reviewing action plans.  Coordinating seamlessly with clients to improve process performance and enhance customer experience.  Accomplish human resource objectives by recruiting, orienting, coaching, counseling, and disciplining employees. Administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.  Prepare process performance reports by collecting, analyzing, and summarizing data and trends.  Process utilization improved by 10% with the help of split shift and roster improvisatio

Experience

21 yrs 1 mo

Total Experience

4 yrs 2 mos

Average Tenure

8 yrs 10 mos

Current Experience

Oracle

3 roles

Manager

Dec 2022 – Present · 3 yrs 5 mos · Bengaluru · Hybrid

Deputy Manager

Sep 2019 – Dec 2022 · 3 yrs 3 mos · Bengaluru · Hybrid

Assistant Manager

Jul 2017 – Sep 2019 · 2 yrs 2 mos · Bengaluru · Hybrid

Hgs - hinduja global solutions

Assistant Manager

Sep 2015 – Jul 2017 · 1 yr 10 mos · Bangalore

segment of a leading domestic telecom operator.
 Determining call center operational strategies by conducting need assessments, performance reviews and capacity planning.
 Maintain and improve call center operational SLAs by monitoring process performance, identifying and resolving problems, preparing; completing and reviewing action plans.
 Coordinating seamlessly with clients to improve process performance and enhance customer experience.
 Accomplish human resource objectives by recruiting, orienting, coaching, counseling, and disciplining employees. Administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
 Prepare process performance reports by collecting, analyzing, and summarizing data and trends.
 Process utilization improved by 10% with the help of split shift and roster improvisation

ManagementService DeliveryTeam ManagementBusiness Process ImprovementCustomer Relationship Management (CRM)Coaching+4