Operations Management

  • Closely work on client KPI’s and drive the team to achieve the results on prescribed parameters.
  • Managed Operations for multiple centers simultaneously for Telecom prepaid accounts and ensured effective and efficient delivery of results.
  • Work closely with WFM and MIS team on forecasting and manpower scheduling ,Improving agent utilization and structured reports.Providing real time solutions to the challenges faced. 
  • Identifying the re-engineering opportunities, running initiatives and projects improving operational excellence, Interprets standards and procedures.
  • Conducting periodical reviews and arrive action plans to improve the performance in Quality, Service Level, AHT, FTR, Up selling Targets etc.
  • Drive different KAIZEN Ideas which helps in process improvements.

Team Management:

  • As a process head, Managing a team of 500+ in strength .This includes agents(450),TLs(23), QTL(1), Q.As (16),Trainers(8),A.Ms(6), & OMs(2)
  • Drive the team on all  KPI to ensure results are delivered  on parameters defined .
  • Conduct periodical reviews to ensure that team performance on par with customer/ client’s expectation.Identifying areas of improvement and assigning the respective managers to deliver results.
  • Identifies loopholes and works towards improving Productivity & scheduled adherence.
  • Planning skill  & behavior improvement training for 1st and 2nd level supervisors.
  • Ensure customer satisfaction by ensuring high quality service delivery.
  • To motivate team,conducting regular Rewards and recognition for team players.

Strategic Management:

  • strategy planning for the process periodically to ensure smooth delivery month on month yielding effective and efficient results to the Organization
  • Discussing the  strategies with higher ups  and making changes according to their expectations
  • Ensuring strategic decisions taken are being implemented for the process  and make real time corrections to ensure delivery of expected results
  • Involving in strategic planning  for new business proposals along with BD team.

P & L Management:

  • As a process head for DTH vertical responsible for P&L for the process.
  • Providing proper cost benefit analysis(CBA) for proposed process  changes to the management.
  • Ensuring process achieves revenue targets as per AOP/MOP .
  • Improving Revenue  per agent (RPA) and revenue per seat(RPS)
  • Identifying additional revenue improvement  opportunities .Minimizing cost and revenue leakages.

Client /Customer relationship Management:

  • Deliver exceptional & Better customer services in order to increase client & customer satisfaction, Identifying and  facilitating new business opportunities.
  • Ensure continuous interaction with the customer to make sure that areas of concern can be worked upon for improved service levels.
  • Monitor client relationship and program performance to meet and exceed client specifications.
  • Present reviews periodically to client and arrive on action plans on AOI’s.

Transition management :

  • Managed 6 transitions successfully at 7 different centers from 2009 to 2015 .
  • Have successfully managed Transitions at Jamshedpur, Kukatpally, Kundapura & Bellary for front end telecom Processes.
  • Have successfully managed transitions at Chennai for DTH Inbound and at Hyderabad for Back end operations.