Senior Manager
Contact Centre Company
Total years of experience :23 years, 10 Months
Projects Involve Technical Support for Fixed line segment / Virtual Sales SME Enterprise segment for Saudi Telecom, Home base units telecom sales / Collections for Small & Medium Enterprise segments for Saudi Telecom
Responsibilities
•Process mapping and re-engineering.
•Identifying, developing, various process improvements & then implementing changes in a phased manner using DMAIC and lean methodology.
•Ensuring high quality customer experience, elevating CEX while adhering to SLA and work processes.
•Preparing base lining for all internal and external metric to ensure health of the processes.
•Conducting balanced score card review on monthly basis with top management and recognize pain areas from improvement perspective.
•Providing process consultation to operations & support the vertical in VOC Analysis / Improvement strategy.
•Responsible to manage the baseline profitability for the program by reducing nonproductive tasks.
•IVR related initiatives to be conducted to smoothen the flow of operational efficiencies. Constantly look for areas of opportunity to enable ease of doing business for the consumer.
•To achieve SME Telesales business target & Collections target of 200 MN SAR for the year.
•Manage Sales via our Inbound & outbound contact Centre for Telecom and Data products.
•Support OMNI channel strategy for Saudi Telecom.
•Identifying newer areas and potential opportunities which can enhance current revenue stream for Saudi Telecom in SME & HBU segments.
•Responsible to hire manpower to match business requirements & to meet the KPI’s for the projects
Institutional Sales,
•Manage Sales via our outbound contact Centre for Subscription of Ditto TV.
•Setting up distribution network.
•Strategic ties with business partners, Telco’s, Mobile OEM’s, ISP’s
•Identifying newer areas and potential synergies which can enhance long term business alliances
Responsibilities
•To support UK Operations - ( Mission 21 is a UK based publishing house, primarily in coupon publishing )
•Was a part of a startup - Responsibilities Involved Recruiting, Training new agents.
•Identifying and Setting processes in place.
•Setting Targets and making action plans to achieve them.
•Managing the team and achieving sales targets.
•Managing high-end clients.
•Handled key accounts and nurture them to fulfill long term objectives of the company
To support dealer network for Optus i.e. Telecom company in Australia.
•Conduct interviews for Operations round.
•Coordinating with Client Services, attend weekly Operations meeting.
•Control Attrition thru tools like EWS - (Early Warning System).
•Worked on a Green Belt project on CSI improvement.
•Worked on a process level to improve quality for agents.
•Responsible for managing service levels
Responsibilities
•Reporting to Regional Head - B2B Vertical, responsible for Client communications from a B2B perspective.
•Also spearheaded Real Estate & Education verticals of classifieds, representing 27 crores in sales revenue.
•Increased product line sales from 4.5 crores in
Process included Reservations, Changes & Cancellations and Customer Service for Independence Air.
* Responsible for generating sales for iClub members.
* Monitoring and reviewing performance of the team.
* Conducting Refresher training for agents to ensure optimum process quality.
* Providing induction training for the new agents with regards to SLA’s and Appraisals.
* Control Attrition. Generating reports explaining SLA met vis-à-vis required
Conducting Process training for the team on a regular basis which will help the team to understand the
process complexities.
* Evaluating call for the agents and providing feedback.
* Coordinating with internal and external customers as necessary.
* Handle supervisory calls.
* Was deputed to handle new teams whenever required
Involved in Training, Monitoring, preparing reports & handling a team of 12-15 agents.
Handle distribution of company’s products thru a wide network of dealers in Madhya Pradesh.
* Achieving sales targets of the company.
* Support company’s operations during new product launches.
* Managing Inventory at the distributors end.
* Visit the market on a daily basis and understand challenges at the ground level.
* Identifying new areas of opportunity to widen distribution and increase sales.
* Appoint new distributors wherever necessary.
* Handling a team of 12 to 15 Territory Sales Executives.
* Training of Territory Sales Executives.
17 years +
Core Competencies
•Sales business transformation.
•Analytical and data orientation skills.
•Cost Reduction & Revenue Maximization by applying lean methods.
•Business process re-engineering.
•Business development by doing value mapping.
•Operational redesigning by mapping KPI’s to deliverables.
Third Year
Third Year
courses: Lean Six Sigma Green belt certification from