Consultant – Call Centre – Alpha Data, Abu Dhabi
Alpha Data
Total years of experience :25 years, 0 Months
• Setting up a call centre from scratch.
• Provide management with various options from Telephony / Technology Perspective
• Deploy the Solution agreed
• Create JD for hiring / Assist in Hiring
• Create Training Material & SOPs for handling Service Help desk
• Run UAT
• Bring operational excellence / Manage P&L for call centre.
• Owner & Operator for a leading chicken franchisee in India - Suguna Daily Fressh
• In 3 Years, Sales have grown by 10x
• Suguna has recognised our store as a model store
• Introduced several initiatives to help customer centricity
o Feedback forms - Digital using google forms
o SMS Campaigns
o Customer calling for feedback
o Offers to boost sales and bottom line
o Offers based on Repeat Purchase Analysis
• Introduced Point-of-Sale which helps in data Analytics and customer management
Recognised by Executive Director of Suguna for Best performing store
• Handling site of 700+ agents with 4 Major LOB’s. (Bangalore).
• Involves Voice / Chat / email / Ticketing
• Major Clients: OLA Cabs / OLA Foods / Swiggy / Zomato / SuprDaily / Vedantu
• Manage All functions (Ops / HR / IT / Facilities)
• Vendor Management (Facilities / IT / Consultancies)
• Responsible for Account & Site P&L / Client management & Organic growth
• Lead New business transition.
• Involved in strategic planning and growth of the organisation.
• Span of Control: Direct: 60 in Qatar / Indirect: 2000+ across geographies
• Achieved all KPI’s (abandon / service level / AHT) in less than 60 days.
• Reduced Abandon Call % from 7% to 3% by constantly working on the below factors:
o AHT reduction - Script Modified / 1-on-1 feedbacks / Tenure wise AHT Targets
o Introduced Part Time to manage peak hours call flow
o Introduced and adhered to robust roster based on call volume analysis
• Improved month on month sales by 21%.
o Reduced abandon which improved sales
o Innovative suggestive selling scripts to improve average cheque
o Reduced Cancellation from 6% to 3.5% by proactively informing customers of the delay.
• Implemented upgrade projects for CRM (SDM) & Avaya
• Worked with cross functional teams to implement 1-Click solution to track riders
• Worked closely with Zomato and Talabat to streamline order processing.
Core Competencies
Operations Management:
•Setting up & handling call center operation, devising & executing procedures for day to day operations & reporting.
•Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize efficiency and reduce cost.
•Setting up and executing review mechanism
Process Management:
•Monitoring process & procedures; Report Generation, Data Analysis to enhance the quality of execution.
•Tight control on process and SOP’s and its adherence.
•Enable discussion and decision making whilst reviewing existing SOP’s for changes based on real time demands.
People Management:
•Help in defining people management policies to create an inclusive culture at work place.
•Working with Management and Employees to ensure cohesive work environment.
•Schedule and administer round table discussions & anonymous employee satisfaction surveys to identify gaps and address them.
Customer Relationship Management:
•Reviewing and addressing operational issues, improving procedures & process to ensure customer satisfaction
•Mapping clients’ requirements and coordinating, developing & implementing processes in line with requirements
•Customer Life Cycle Management
Conflict Management:
•Ensure effective conflict management between team members (internal / external).
•Facilitate discussions and decision based on conflict management theories.
P&L Management:
•Define strategies to ensure healthy P&L.
•Part of P&L Review mechanism.
•Initiate projects to control P&L without effecting the process or client requirement
• Design, Prepare and execute RFP (Request for Proposal) for call centre setup across various locations.
• Span of Control: Direct 600 / 2 locations Jaipur & Bangalore
• Defined and executed road map for Online ordering journey by enabling technology
• Insights through customer complaints management (Complaints Per 1000 Trnx)
• Interface with IT/Marketing to bring highest level of customer satisfaction & influence NPS.
• Setup the call center from scratch involving, Hiring / Training / Floor Plan / Roster Management / CRM (LS Retail, BrainPower & Micros) Setup / Telecom Setup / Dialer - Genesis / Avaya / Drishti / Asstecs
• Worked with Food Panda / Zomato to enable aggregator ordering. Involved setting up SOP’s for Order processing and query handling.
• Span of Control: Direct 60 Agents / Indirect 124 agents
• Formulating & implementing procedures for daily operations and internal reporting.
• Reviewing/Resolving operational issues & implementing new process / procedure
• Preparing reports, strategic projects and implementing cost reduction initiatives without compromising on quality
• Developing requirement-based training modules for multi - skilled work force and cross utilization within sub processes for maximum efficiency
• Span of Control: Direct 20 agents
• Joined as a Technical Support Specialist and was elevated to Team Leader post in 1 year
• As a team leader, Quality Monitoring / Constructive Feedback / Schedule Adherence were the core responsibilities.
Highlight
•Was managing a team of Visual Basic developers, data entry operators and image processors to deliver a computer based tutorials, which was used for educational purposes for international clients
Highlight:
•Holds the credit of efficiently managing a team of 15 members for data processing and web enabling
Highlights:
•Dexterously involved in developing of software - Design and Costing Sheet using Visual FoxPro
