Deputy Manager
Vodafone Shared Services India Ltd
مجموع سنوات الخبرة :22 years, 10 أشهر
Overall service delivery for Customer Operations/Back Office of the UK Operating Company. The vertical includes Email and Chat operations - Customer Services, Employee help desk, Social media communication and the UK - CEO/Director complaints handling unit.
Responsibilities:
• Ensure SLA adherence for all verticals and monitor performance of all businesses. Ensure micro level analysis of issues and evaluation of need/redundancy of process changes
• Liaise with UK OpCo for any strategic or operational change for the business unit
• Manage Customer Operations performance on key metrics like Net Promoter scores, end user satisfaction, handle time and leakage. Design an objective performance and quality evaluation matrix for contact center personnel.
• Setting up & maintaining CTQ (Critical To Quality) / CTP (Critical To Process) targets for the Business. Ensuring CTQ/CTP closure: Productivity-Capacity planning, through RCA, time studies etc.
• Lead Process improvement initiatives, with persistent focus on cost reduction and efficiency management
• Maintain and review CEO/Director desk complaints and close loop with respective business units across 3 sites, UK, India and Egypt
• Resource planning. Forecasting Staffing and Scheduling, hire planning, and work allocation
• Governance and Review framework. Formulation and implementation for the site
• Inclusive owner of complete employee lifecycle. Hiring, training, performance management, compliance, succession planning etc.
• Strengthen management capability through leadership training, skill development and external interventions
Handling the Customer Care IVR of Gujarat Circle for Prepaid, Postpaid and Retailer help desk. Additionally managing the On-boarding unit and Data support desk for all segments.
• Delivery Lead of Gujarat Circle Vodafone India. Managing a team of 11 direct reportees and 350 agents and supervisors
• Ensure SLA adherence for all key metrics as designated by the Circle partners. Maintenance of contact center performance, customer satisfaction, dealer and retailer Helpdesks. Handled all segments of customer service, Prepaid, Postpaid and On-boarding
• Quality and Compliance - Devising internal quality framework. Managing PAN India External audit results, mystery shopping etc. with adequate feedback and governance mechanism
• Manage contact center performance by monitoring key derivatives like Customer Satisfaction, repeat calls, FCR, Service Level, AHT, and manpower requirement. Designed an objective performance and quality evaluation matrix for contact center personnel.
• Control leakage through execution of adequate governance and audit mechanism. Call disconnections, short calls, customer credit management etc.
• Manage Waivers and adjustments as per business performance. Proper analysis and research to be done to avoid repeat occurrences
• Process design and implementation - Design and implement new processes for operational efficiencies, updating old processes to keep abreast with business environmental changes
• Product launch management - Play a pivotal role in all key processes of a launch. Preparing and circulating FAQs of new VAS products, information dissemination and garner feedback for relevant stakeholders
• Looking after the P&L, expense control while ensuring maximum resource utilization, stringent and regular PIP, strategic enhancement, etc.
• All other manpower management desirables. Agent life-cycle planning, attrition control, employee engagement, hiring. Workforce management, schedule adherence etc.
Process owner for an inbound unit for a US based telecommunications client. The unit handled first and second level voice and chat based product and tech support
Responsibilities:
• Handling service delivery operations run out of the Mumbai center.
• Effective placement of review structure for SLAs
• Monitoring the Continuous Improvement Roadmap agreed with the client to demonstrate continuous improvement in productivity resulting in increased cost effectiveness & value
• Manage, measure and exceed client expectations
• Ensuring the availability of resources, capabilities & capacity to meet both existing & new business demand. WFM and Staffing.
• Manage and review compliance delivery. ISO 9001.2008, COPC, BS 7799 certification.
• Guiding & mentoring Team Leaders on KPI deliverables
• Preparing & presenting RFI & RFP for providing support to new business opportunities
• Facilitate hiring and Internal job postings for Operations as well as support units
June 06 - March 08
Aditya Birla Minacs (Previously Transworks)
Mumbai.
Team Leader (Operations)
Position Summary: Handling a team of 20 Customer Support Executives.
Key Deliverables:
* Handling CSR Level Recruitment for the process.
* CSAT Analysis to ensure better performance.
* Handling Rewards and Recognition (R & R) for the process.
* Prepare Action Plans for areas of challenge.
* Incentive Calculation for the process as well as the Grab Bags from the clients.
* Staffing and Scheduling for the process.
* Floor Management - Ensuring Data Security/adherence to floor rules, Team Briefings, Feedback sessions.
* Preparing various Daily Performance Reports, required to be sent to the Client. Also, generating required reports for the project.
* Planning & Scheduling for smooth Attendance across shifts for desired Productivity.
* Coordinating with various internal functions like HR, IT, etc to ensure process requirements are met with in terms of job aids, education / training material, transportation, leaves required, salaries and incentives, etc.
* Conduct timely Performance Appraisals and nominations for Training Programs.
October 05 - May 06
Aditya Birla Minacs (Previously Transworks)
Mumbai.
Process Trainer
Position Summary: Facilitate product training for new recruits.
Key Deliverables: * Create product training curriculum and update course material.
* Deliver training programs on V&A and soft skills.
* Conduct retraining and refresher programs.
* Monitor progress and provide required feedback on an ongoing basis.
* Develop training content and modules for on-floor agents.
* Creating and updating manuals for tools instrumental in the processes.
* Conduct daily/weekly and monthly tests on product updates.
February 03 - September 05
Aditya Birla Minacs (Previously Transworks)
Mumbai.
Voice Associate
Position Summary: Voice Associate for 3 LOBs, which inbound customer care/technical process and outbound lead generation process for Loans and Lead generation for Foreign Exchange service provider.
August 01 - January 03
BNK International
Kolkata.
Sr. CSR
Position Summary: Outbound Sales (ATT, Bellsouth, Sprint, Primus, Verizon)
Inbound Customer Care (ASTD, GE Medical Services)
B.Com, Utkal University, Bhubaneswar, 2002. (Account Hons)
Diploma in Hotel Management, IHM&CT Ahmedabad, 2001
12th - Science, Maharishi College (State Board), Bhubaneswar, 1998
10th - ICSE, St. Joseph High School, Bhubaneswar, 1996