contact center manager
State Bank of india
Total years of experience :7 years, 4 Months
Driving the operational metrices as lead conversion of PAN india
Solution driven in implementing customized requirements
Defining and documenting Business requirements by envisaging the scenarios clearly to reduce the gap between deliverables and requirements.
Creating SOPs, BRD, guidelines for process delivery & management of people & tech.
Identifying Nonvalue added process and implementing solutions around the same.
Implementation of real-time Call barging from Vendor Tech stack to SBI. It allows Business units can hear the conversation between agent & customer anywhere in India.
Implementation & solutioning of new tech stack (Drishti Dialer) in SBI contact center.
Active participant in Telecom RFP, Manpower & Tech from Solutioning to delivery.
Developed calling strategy for outbound calls across outbound sales & collections
Managing 7 partners operation from centralized location
Onboarding vendors in 7 sites across India.
Internal & External stakeholders in reviewing and recommending change in practices for the development and sustainability of the contact centers Staying abreast of new practices and technologies within and marketplace, ensuring the output and gain recognition for the quality of sales and customer service provided to our customers
Create and monitor adherence to metrics - Right metrics to be tracked, Support in defining bands of performance and Monitoring of same Drive Contact Centre performance efficiency and effectiveness
Ongoing assessments of Contact Centre Partner performance Evaluate processes at Partner Contact Centre Operations for Recommending and Implementing Common Minimum Practices across Pre-Production (Hiring, Training, Quality, etc.)
Production (Floor management practices, WFM, MIS, Performance Management, Coaching, etc.) and Technology (Dialer and other tech infrastructure at Contact Centre)
Driving the changes and will be required to collaborate with respective Internal and External stakeholders for Implementation of these changes and Monitoring Efficiency & Effectiveness
Responsible for setting up offshore hub for retail collection & Recoveries system administration
The involves being responsible for resourcing, providing infrastructure and training, ensuring seamless migration strategy and execution
Adherence to quality control governance framework and day to day management of the hub operations to ensure delivery of required services
Building collaborative relationships with global quality teams, program teams, operations
Execute strategy to ensure campaigns are efficiently meeting business requirements of SG, MY, HK, ID, AE & IN.
Monitoring, administering, and managing system performance
Monitor non-compliance issues and apply appropriate corrective action in accordance with company policy and procedure
Analyzing and distributing contact center reports to identify opportunities real-time and make necessary changes under supervision.
Provide feedback to the country manager on current and emerging trends to deal with real-time
Conducting regular audits on contact center agent performances and supervisor’s usage of system for maximizing productivity benefits.
Providing training to staff and management when necessary.
Providing necessary data to work force management for planning and staffing of contact center
Interpreting reported results and making additional recommendations to enhance results archived
Master of Business Administration-Innovation & strategy management (2022)