Deputy Manager Operations
WNS Global Services Pvt. Ltd.
Total years of experience :16 years, 10 Months
Working as a Deputy Manager for HireRight Verification Process. Managing internal staff of 4 Assistant Managers and production associates in excess of 65.
Managing all aspects of operations for US calling Team from the recruiting staff to client relations.
Responsible for daily meet with clients, recruiting, reporting, conducting performance reviews, strategy and overall direction on daily basis.
Led Supervisors and Managers on daily basis and implemented that lead to increase performance.
Interaction at a high leadership level with client Managers, strategic building and flexibility to increase overall results.
Developing a client trust in all aspects of the operations, following the process guidelines to meet the client needs.
Working as a Team Leader for Alliance Data - Outbound Retail card Collections and managing a team size of 38 agents.
Responsible for managing and resolving escalations and issues raised by customer and also responsible for analyze customer feedback at desired interval and initiate ways to improve the quality scores.
Responsible for managing customer relationship through regular communication with clients through weekly and monthly conference calls.
Responsible for training team to achieve process SLAs/metrics - productivity and quality targets within the given timelines. Drive knowledge management and continuous up skilling of the team.
Responsible for people management by motivating the performance of the team through weekly/monthly reviews, coaching and feedback. Responsible to attendance and transport management of the employees.
Currently moved to a pilot process known as Skip Trace Collections based on the overall performance in the company for last 6 months.
Working as a Team Leader for US largest background verification company. Responsible for assisting a team of 15 verifiers.
Responsible for familiarizing the team with the customer needs, client specifications, CPH targets, the development process, design standards, techniques and tools to support task performance.
Responsible for Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Compiling reports on team’s performance.
Sending daily reports to the team and Manager and assisting the team in meeting their daily and monthly targets.
Conducting daily briefing with the team and the team manager to discuss the future strategy of the team.
Helping UK customers with their Mobile bills and queries also assisting the customer to solve their technical issue and troubleshooting in case customer faces any network issue or any issue related to different handsets.
Specialized in Billing and Troubleshooting calls.
• Awarded as Best Agent of the month and highest cross sell player in October 2012.
Worked as a Team Coach (Supervisor) for a voice mortgage process.
Responsible for assisting US customers with their billing and mortgage payment.
Responsible for preparing several reports, Real-Time adherence report, Avaya report to check the total number of calls taken and transfer percentage.
Conveying the client requirements to the team with regards to the process and giving quality feedback to associates.
Coordinating with TLs and Managers on floor to ensure proper help and assistance is provided to each and every associate whenever required and to ensure maximum productivity.
Training new Team coach executives and attending escalation calls.
OJT mentor for new batches.
Awarded the best agent for 3 consecutive months.
Worked for Delta Airlines (US Process) and handling calls for online customer support.
Making reservation and flight tickets for passengers, quoting the fares, fare rules and issuing the tickets. Answering queries of passengers related to their travel.
Specialized in sky miles and preparing Airline tickets through sky mile points.
Vendor sales for Avis and Hertz.