operations business development manager
HCL Technologies
مجموع سنوات الخبرة :17 years, 3 أشهر
Handling 250+ plus team members including AM’s, Team Leaders & Associate Team Leaders
● Managing operations for one of the top retail store in US
● Experience in US, UK, APAC markets
● Work experience in Voice (Inbound) and Non Voice programs (Chat & Email Services)
● Experience handling teams responsible for Sales, Retail (Ecommerce), Tech Support (Software) & Tele
communication industries
● Managing Sales for one of the multinational computer technology company (US & ANZ)
● Planning P&L based on projections and company’s goals
Review P&L periodically to ensure actuals are aligned with the plan
● Responsible for Capacity Planning & Hiring new team members based on requirements.
● Completed several Projects based on CEE ideology (Customer experience eco-system)
● 100% track record of meeting all client SLA’s YoY
● Actively interacting with the clients on weekly/monthly/quarterly review calls.
● Regular Data analysis performed to check the difference in the performance
● Sharing value adds to the clients and explaining the benefits for the customers
● Aligning to the customer’s Business Goals and Vision
● Ensuring the work completed, reflect service excellence and high success rate
● Responsible for modeling and reinforcing effective performance
● Planning staffing according to the Forecast Volume week on week for a month.
● Inventory management. (Leakage control, Planning Head Count, Systems, etc., )
● Been part of the TTT for all the new product launches in most of the programs
● Mentoring all the supervisors reporting to me by giving Training, planning, evaluate and delegate
responsibilities equally and prepare them for the next role
● Conducting Weekly & Monthly reviews for all the TL’s & ATL’s
● Having skip level meetings with all the employees once in a month
● Reviewer of the ATR (Appraisals) and doing the final normalization
● Monthly meetings with the HR-ER team to discuss EWS (Early Warning System)
● Having special RnR (Rewards and Recognition) for the team member’s performance
● Run regular Sales Contests to drive more sales by having different Incentive Plans
● Preparing Performance Management framework for key metrics and driving it a
Handling 250+ plus team members including AM’s, Team Leaders & Associate Team Leaders
● Managing operations for one of the top retail store in US
● Experience in US, UK, APAC markets
● Work experience in Voice (Inbound) and Non Voice programs (Chat & Email Services)
● Experience handling teams responsible for Sales, Retail (Ecommerce), Tech Support (Software) & Tele
communication industries
● Managing Sales for one of the multinational computer technology company (US & ANZ)
● Planning P&L based on projections and company’s goals