Operations Lead
StanPlus Technologies Pvt Ltd
Total years of experience :6 years, 7 Months
Provides complete support to field operations in all matters pertaining to scheduling, manpower, deployment, communications, arrivals and commitments met and departmental objectives.
Supervises the daily activities of 10+ direct reports for call center team and 300+ ambulance operators. Provides dispatchers with leadership, guidance, knowledge, tools, training and opportunity to perform their job functions. Performs quality observations on every employee to ensure quantity and quality objectives are met.
Leads morning and afternoon Dispatch calls, works with Capacity Management Team on clock intervals/arrivals for all customers and analyze missed metrics to improve overall performance for our customers.
Utilizes effective judgment skills to make decisions for non-routine requests.
Builds and maintains a positive work environment where team members and their contributions are recognized and valued. Maintain frequent communication with all team members
Focuses on outlined Performance Metrics to Grow the Business.
Recognizes/celebrates employee development. Conduct employee appraisals and communicate feedback effectively. Solves problems of moderate scope, effectively analyzes results and leads, motivates, develops and coach staff.
• Handle everyday responsibilities that can change on a frequent basis for process
• improvement.
• Participating in business meetings and discussing with management on process optimization.
• Managing team of 60 professional talents for client acquisition process.
• Managing client acquisition department and train employees on sales.
• Accountable for sales, client retention and generate revenue.
• Handling business development team of 20 people and accomplishing the task within stipulated time.
• Implementing business procedures for improvisation and success.
• Maintain quality standards for team betterment.
• Being part of business and budget planning.
• Managing client service and client support e-mails with all tax queries, gtalk clients chat, Skype calls.
• Set up sales plan in order to achieve sales target set by the management.
• Motivation, guidance and supporting team to achieve individual and team target.
• Maintaining MTD team reports for individual performance evaluation and guiding the team to perform efficiently.
• Member of recruitment panel and successful in recruiting Good talents.
• Involved in training panel and segregate team into different channels according to their skills and capabilities.
• Driving the team to serve the purpose of achieving the target and succeed in their goals.
As a team leader, my job is to manage the team of 17 members and providing effective guidance. Responsible for supervising, managing and motivating team members on a daily basis. I was the contact point for all team members, to act proactively to ensure smooth team operations and effective collaboration. Creating an inspiring team environment with an open communication culture and monitoring team performance and report on metrics. Oversees day-to-day operations.
Responsible for Team resolution metrics such as FTR & AHT
Conducts weekly Update and Refresher training for the aligned team
Provides Coaching and Feedback to team members in a cordial and receptive environment
Acts as first escalation point of contact for all service delivery related matters
Helps nesting in conducting training/retraining and mock calls whenever required and maintains accurate documentation for the same
Conducts team meetings, collects information on people issues and implement actions to address them
Maintaining accurate Mentor Intervention Tracker and Active ticket Tracker on daily basis and being responsible for preparing any such reports which helps the center
Builds, owns and improves internal controls in the processes
Responsible for process improvements
Participates in Joint Call Monitoring (both internal & external)
Making out calls to customers who have previously indicated a need for help with technical problems.
Involves in calling existing customers to recommend product upgrades, renewals, add-ons or new, unrelated purchases.
Follows up on the call, gets details about the problem, walks the customer through troubleshooting methods and redirects the call to technical support as necessary.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Manages large amounts of outbound calls in a timely manner.
Also make calls to customers when changes have been made on their accounts or with their products.
Identifying customers’ needs, clarifying information, researches every issue and provide solutions.
Keeps records of all conversations in our call center database in a comprehensible way
Seize opportunities to upsell products.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains calling and customer database by entering information.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Keeps equipment operational by following established procedures; reporting malfunctions.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Ability to multi-task (listening to customers, typing and analyzing information).
My background in computers degree helps me understand about the new age technology and its needs, enabling me to customize my interaction and writing style.
Completed my 10+2 in the year 2008 with 67%
Passed my SSC/10th held in 2006 with 85%
