Position Reporting to Service Delivery Leader (Assistant Vice President)
Key Result Areas as Process Manager
ØManagement of WLR Broadband Services - 1 (Customer service of BT for UK Landline and Broadband - 150)
ØTo ensure achievement of Client S.L.A. and Client Satisfaction and as well as targets set internally by Call Centre Management through the effective management of a number of Team Leaders.
ØTo be responsible for BT Campaign Management and updating daily revenue / forecasting hour & manpower
ØTo ensure that through effective client relationship, call centre revenue is maintained.
ØTo suggest new business or growth within campaigns through the delivery of value added services to clients.
ØTo maximize campaign profitability.
ØTo take part in formal reviews with clients to ensure their satisfaction with HCL and their campaign delivery.
ØTo deliver on forecasted campaign revenue.
ØResponsible for building, maintaining and developing effective teams that achieve and Deliver on Client S.L.A.
ØTo have Line Management Responsibility for nominated Team Leaders.
ØTo establish clear goals and objectives in conjunction with the SDL for Team Leaders.To work in conjunction with the Contact Centre Operations team so that the Contact Centre achieves its objectives.
ØTo continually evaluate the effectiveness of the Teams by measuring all aspects of teams performance through call monitoring, floor walk & calibration
ØTo lead, motivate and develop Teams so that they are motivated to meet new business Challenges.
ØTo formulate the Key Result Areas of Team Leaders & Team Members
ØTo conduct weekly Team Leader meetings
ØTo assist with development of direct reports.
ØManaging campaigns to agreed budgets so that the Contact Centre does not exceed overall centre budgets.
ØTo build and maintain a culture to promote the development and implementation of best Practices.
ØTo attend reviews with the SDL and if required the Contact Centre Head.
ØTo provide the SDL with reports outlining achievement against all targets
ØTo actively support at all times Company Policy and best practice in the area of security
with particular emphasis on the protection of sensitive customer information. ØTo manage attrition for Team Members & process
ØTo maintain Team Leader files
ØTo document the best practices of the process
ØTo access, use or disclose customer information only when need to do so to perform HCL operational duties.
ØTo ensure that all processes and procedures for which the post holder is responsible are reviewed regularly and are of an audible standard thereby ensuring their integrity, effectiveness and safety.
ØTo maintain the attrition level to the minimum through maintaining high employeemotivation level and continuous employee development
ØTo demonstrate cost sensitivity in all activities and deliver maximum benefits through low costs.
ØTo demonstrate initiative in all sense beyond the listed roles & responsibilities and deliver zero defect & high quality service to the client concerned.
ØI had 5 Team Leaders reporting to me along with their 90 Team members.
ØResponsible for coordinating with Amit kharbanda and Krishnan Swaminathan to ensure that we receive the ID’s before the go live date.
ØCheck each and every Id and try to sort out any issues if they are not working functioning properly as I am also the ID SPOC of the campaign.
ØCoordinating with HR and training in order to get the PRU updated.
ØCoordinating with the trainers in order to get a ABC analysis of the trainees.
ØOrganizing sessions to ensure that the trainees are aware of the various parameters vis -a-vis mystery shopping, payment options and EDCSM.
ØMotivating the new advisors by giving them live examples and making them realize about the growth prospects HCL has to offer.
ØRosteringofnewadvisorskeepinginmindthebusinessrequirementandalsotheir preferences of weekly off’s.
ØMarking their attendance in the PRU and ensure that there are no blanks as it results in theadvisorsbeingmarkedLWPwhich leadstoadvisorsbeingde-motivatedand dissatisfied.
ØPreparing downtime and MIS reports.
ØIdentifying possible attrition cases in co-ordination with theTrainers and accordingly fix up a meeting with manger to save them.
ØIf at all they are still willing to resign then coordinating with HR to ensure that their checks are not handed over to them and get their Full and Finals done.
Key Result Areas Team leader - Operations
ØManaging a Team of 18 advisors and responsible for achieving SLA’S for the Process BTLR (British Telecom Lease and Renting i.e. customer services for residential land line phones in the U.K better known as 150) pertaining to my team.
ØResponsible for need based recruitments.
ØCoaching and Monitoring of the team members through remote barging and “Y” Jacks.
ØResponsibleforensuringthattheteammembersdon’tfaceanydifficultiesbeitHR, Administration or Operations related concerns.
ØID SPOC for the process, responsible for solving all ID related issues in coordination with the ID team.
ØResponsibleforidentifyingnewProcesstrainersfromtheexistingadvisorswithinthe campaign and referring them to the senior management..
ØScheduling of Training sessions in order to improve mystery shopping, payment options .and EDCSM scores.
ØImparting the required information to the trainees to simulate their performance, as per the Service Level Agreements of the client, British Telecom.
ØAttending conference calls along with the Facts and Figures to ensure that CSBIL81 is in the lowest volume possible.
ØTakingweeklysessionstokeeptheadvisorsupdatedaboutanyrecentchangesatthe process level.
ØMaking weekly and Daily Analysis reports to create guidelines for the future development of the process (ABC Analysis).
ØPreparation of MIS reports for the daily productivity and Daily analysis of the Quality and Quantity of work.
Ø Team Leader Development Programme by ONTRAC Bangalore.
Ø Manager Development Programme by MENTOR Consulting.
ØMANAGER ASSESMENT CENTRE certified by British Telecommunications PLC
ØAdvanced Coaching Skills By British Telecommunications PLC.
ØCompliance Training by British Telecommunications PLC.
ØAttrition Management Training by HCL Technologies Limited.
ØIntercultural advanced training on UK culture by BritishCouncil.ORG.
ØProcess Training for 150( 8 Weeks)
ØComplaint Handling Training (40 Hours)
ØWINNER of HCL O2 award for the period of 2006-2008. Only 53 employees were chosen for this among 12000 BPO professionals, The selection was done on the basis of performance across all the metrics over a period of 2 years.
Ø WINNER of BT MIP contest twice and been in the top 4 in 4 quarters. This contest is run by BT for all the Centre Managers(across INDIA & UK) on a quarterly basis and winners are selected based on the performance on both efficiency as wells as quality metrics.
Ø Successfully ramped up a 300 billable voice process for BT in my tenure with HCL as a Process Manager and received a letter of appreciation from the Centre Head.
ØJoined the organization in Nov 03’ as a Customer Service Executive, promoted as a senior CSE inside seven months, selected as a process trainer inside 10 months, as a Fast tracker within 14 months and finallyas a Team Leader in Feb 05.
ØResponsible for the successful transition of EMCCZ30 workinNOIDA.Iam responsible for the training, coaching and monitoring of the advisors. ØMRCCZ12workisalsoplannedtocometoNOIDAasaresultofmyteam’s performance in CSBIL81.
ØKeeping the clients updated with the regular volume of the queue and what are the action which needs to be taken from their side in order to help us to reduce the volumes in the queue.
Ø Handled Paper free Opt out work efficiently. ØMy team had the Best CSAT (yearly) scores.
ØMy team was the best in INDIA in terms of Payment Options in October 2006.
ØMy team has always been among the top teams in terms of Payment options.
ØTrained 230advisorsoncomplainthandlingproceduretoensurebetterscoresin EDCSM.
Ø9People reporting to me team have become Team Leaders and Campaign Trainers.
ØExcelled as a Senior CSE in a process called Paid My Bill. It was an inbound process, which was a part of Customer Services for Residential customers with BT phone lines.
ØWorked for the process called British Telecom Conferencing, handling inbound calls as CustomerServiceExecutivefromUKBusinesscustomerswhowishedtobooktheir conferencing calls on BT bridges.
ØWent through an extensive training including Product Training (BTC). Extensive knowledge base of the platforms being used for the services provided to customers.
ØDistinction of efficiently managing a team of 18 members.
ØAttendance percentage for my team has been one of the best in the process.
ØRecognized as the fastest trouble shooter for any ID related issues.
ØI have consistently been on the top 5 Team leaders in terms of Governance Audit Scores.
ØDelegationofadditionalresponsibilitiestotheadvisorssoastomakethemfeelmore responsibletowardstheprocessandtheorganization.Thiscontrolsattritionand absenteeism to a large extent.
ØExcelled as a Process trainer for Paid MY bill and Process BTLR.