Service Process Operations Manager
HAIER Appliances India Pv. Ltd.
Total years of experience :21 years, 0 Months
Initiating, Designing, Testing & Managing Support of new innovations for Service Function of the organization. CRM Tool designing, development & support.
Reporting to HOD-Service (INDIA)
• Responsible for initiating, managing and assisting in special projects for enhancing the customer service
experience.
• Instrumental in development of SIEBEL CRM which manages the Customer Database, Issue Management,
Service Franchisee Network Database, Spare Transactions between HAIER & SF, Financial Settlements of
SF, etc.
• Managing the support cycle of CRM through issue resolution & CRM performance optimization.
• Assisted in testing of HAIER WeChat tool and promoting the same within HAIER customers to increase the
follower base.
• Managing Service Process Operations teams like VOC Management, Performance Management, Field Audit & Service IT Team.
Reporting to Head of Data, Blackberry & Smart Phone in the CSD function at Corporate.
• Initiating special projects around customer service pertaining to Data Cards, Blackberry & Smart phones.
• Assisting in managing the SOCIAL CRM initiative.
• Ensuring a constant reduction in negative sentiment for brand online.
• Managing the contact center operations outsourced to 3rd party vendors.
• Ensuring day to day performance at contact centers as per the standard of agreement.
• Co- ordination with operating circle's for complaint management and escalations.
• Collaborating with cross functional teams in launching and executing new projects and products.
• Responsible for new developments, enhancements and maintenance in CRM software (PATH INFOTECH)
• Responsible for planning, designing, coordination on developments, testing and implementation of new
process related to CRM.
• Responsible for RCA on any CRM related issue and getting it resolved through the CRM support team.
• Close looping with the end user on any CRM related issue or new feature introduced.
• Managing the contact center operations outsourced to various third party vendors.
• Keeping a close eye on day to day performance on SLA's at these outsourced vendors.
• Ensuring daily escalations of customers are close looped between call center and authorized service centers.
• Ensuring that all Quality Standards are met by the contact center's executives on calls taken through regular
surprise audits, dipsticks and monthly quiz.
• Forecasting of calls as per seasonal factor.
• Forecasting manpower requirements as per volume offered at the contact center.
• Responsible for increasing efficiencies in day to day performance by sharing inputs for improvement in SLA's.
Handling a team of 6 Assistant Managers and 42 Team Leaders with a SPAN of 680 FTE's.
• Handling customer care operations (Prepaid & Postpaid) for a leading telecom operator.
• Responsible for the operational success of the process in terms of meeting both client and internal metrics
thereby ensuring achievement of KPIs (Key Performance Indicators) i.e. Service Level, Abandon%, AHT,
Quality, Unique caller% & CSAT.
• Responsible for workforce management, manpower calculations as per the projections, forecasting of
attrition, back-fill for attrition, scheduling and roistering.
• Responsible for increasing efficiencies in day to day operations by working upon the leakages.
• Liaison with the client on the escalations of day-to-day service related issues.
• Weekly, Monthly & Quarterly business reviews with the client.
• Handling a team of 7 Team Leaders.
• Responsible for driving performance within the team and achievement of basic matrices i.e. Net Login hrs, AHT, CSAT, Call Quality, Shrinkage and Attrition.
• Responsible for the operational success of the process in terms of meeting both client and internal metrics thereby ensuring achievement of KPIs (Key Performance Indicators) i.e. Service Level, Abandon%, AHT, Answered%, CSAT and Quality.
• Responsible for workforce management, forecasting of attrition, back-fill for attrition, scheduling and roistering.
• Monthly reviews with the client.
• Responsible for improving Internal and Third Party Call Quality of the process since March’08.
• Performance Appraisals of Team Leaders.
Projects handled
• Have handled both and Prepaid and Postpaid (PGC) queues.
• Have successfully handled projects on improvement of Internal and Third party quality scores of the process.
• Have been instrumental in setting up of CORPORATE segment (VODAFONE) & ramp up of Delhi PGC process.
• Under setting up a new division and ramp up of Delhi PGC, did manpower planning, scheduling and roistering, identification of resources as per the credentials set by the client, getting batches trained and certified, setting up the escalation desk for the queue.
• Have been a part of a 6 member team responsible for preparing end to end process flows for verticals like Customer Care, Channel Helpline and Backend for an upcoming telecom company and a client of INTELENET.
Achievements
• Improvement in Internal and Third party quality scores of the process.
• Was awarded the Best Torch Bearer for the month of September’08 for leading the project for improving both Internal and Third party quality scores of the process.
• Had worked with TELETECH for INBOUND CUSTOMER CARE for AIRTEL (Rajasthan Circle).
• Started working as a Team Leader in the same process and later on promoted to the post of Assistant Manager in the same process.
• Job responsibilities included managing daily process performance in terms of Service Level, Answer Level, ACHT, CSAT, Internal & External Audit scores.
• Responsible for managing day to day people issues within team to ensure smooth functioning of daily operations.
• Worked with WIPRO BPO SOLUTIONS as an Associate for both Outbound Sales and Inbound customer care processes.
• Promoted as a Quality Analyst in a customer retention process for a leading Internet Service Provider in US.
• Job responsibilities at WIPRO included, making sales calls for credit card campaigns, ISP billing solutions, ISP customer retention calling, audit and compliance of calls made by other executives for customer retention.