Program Manager
Hexaware BPS
Total years of experience :10 years, 8 Months
• Handling a team of 2 Manager, 2DM, 4 AM’s, 18 TL's & 350 advisors
• Develop the Quarterly, Half Yearly sales plan and provide regular progress updates to department head
and senior management
• Provide guidance /support to both Floor Head and Team Leaders
• Ensure seamless interfacing between Sales and other departments (sales channels)
• Continuously identify selling opportunities & manage call centre R&R
• Manage and anchor call centre business P&L
Manage Reliance Jio customer care for AndraPradesh and Telengana with Data and Voice solutions for 4G Volte network.
Meet Daily SL's and AL's as per target.
Ensure the required head counts are maintained to manage 110% of daily volumes. Share process related inputs to enhance customer experience.
Align team with Rjio's expectation for improvement of better customer service.
Tata Sky, Jamshedpur. Aug 2014 - till date.
Center Head, Hub 5. Inbound & Outbound.
Span of control: 550+ employees.
• Manage various partners PAN INDIA. TBSS, VERTEX & MAGUS across various locations in
Hyderabad, Jaipur, Pune, Mumbai, Guwahati, Kolkata.
• Driving operational metrics of inbound & Outbound, meet business SLAs as per process, generation of VAS from calls received in inbound center, and improve processes as per need in outbound.
• Meet with Field heads to summaries WO cancellations vs. creation, zone wise & work around reduction and improve efficiency of increasing contact% with existing manpower through change in dialing strategies.
• Coordinate with field on prioritizing WO’s as per need to chance calling patterns as per changes in promotional plans for example, Upgrades, Migrations of set top boxes from Std to HD, HD to PVR, HD/PVR to 4K.
• People management, attrition control, & motivational activities through effective appreciations on monthly/quarterly basis & to drive performance improvement program.
Accolade:
• Was the TOP HUB for generating maximum leads (Jingalala Xmas Dhoom) from inbound across India.
• In Dec 2014 had successfully changed the welcome call process to enhance KPI’s and shown more than 100% increase of call completions from 38% to 80% from Dec to Jan 2015.
• Workaround on Pendency in Work order cancellation process from 32K to 9K on daily basis.
Operations Manager - Inbound, Outbound, Email, Training & Quality.
Span of control: 200+ employees.
• Driving operational metrics of inbound center, meet business SLAs, delivering high quality service within allotted cost.
• Cost reduction & revenue generation by acquiring new customers.
• Performance reviews with Operations & Quality AM’s. Meet team leaders & set expectations on targets to be achieved month on month.
• Cover technical aspects of call delivery, IVR change to reduce call volumes in inbound.
• Reduction of repeat calls & emails by deep diving on areas of improvement through thorough analysis on case to case basis.
• People management, attrition control, & motivational activities through effective appreciations on monthly/quarterly basis & to drive performance improvement program.
Accolade:
• From April 2013 to April 2014 did an overall savings of 10 lakh for center by supporting on design changes on IVR & call reductions. Cost also included reduction in agent cost.
• Actively participated in increasing revenue through call center by new acquisitions. Overall revenue generated for the 2013- 2014 is approx 90 lakh. More than 7K new customers through refer a friend.
Educational credentials: 1. In 2005:- Graduated in Electronics & Telecommunications with 63% 2. In 1998:- Diploma in Industrial Electronics Engineering with 61% 3. In 1995:- S.S.C from Jai Hind High school & Junior college with 72% Scholarship from Shree Ratan Tata Trust – Mumbai.