Consultant
City Services Consultancy
Total years of experience :20 years, 11 Months
• Handling all outsourced call center businesses
• Setting and meeting performance targets for speed, efficiency, and quality
• Achieving operational efficiencies and targets while ensuring a consistently high level of quality on key deliverables including end-customer satisfaction
• Institutionalized Quality Management System for the call center operations and Quality Operations Manual for each process. Ensured adherence to the standards and processes prescribed in the QOM and QMS
• Monitoring key functions like Training, HR, Operations and providing improvement inputs as required
• Supporting sales and business development teams in sales meetings (face to face and proposals)
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Organizing staffing, including shift patterns and headcount required to meet demand
• Forecasting and analysing data on a weekly and/or monthly basis
• Monitoring and supervising QA and Training processes and providing inputs where required
• Develop comprehensive Project Plan to ensure smooth operations for new project
• Instrumental in complete setup of Contact Center for client (Top Electronic Giant in the world) to conduct outbound customer satisfaction surveys
• Successfully transitioned and migrated Call Center setup including Knowledge Transfer for a Government of Dubai Department governing hotels and tourism activities
• Currently assigned as Call Center Manager for DTCM Contact Centre managing the performance metrics of all establishment and visitor interactions over phone and email. Managing operational efficiencies by ensuring traction of KPIs. Monitoring key functions like Quality and Training and providing inputs as required.
• Liaising with clients and coordinating with concerned stakeholders on day-to-day operational issues.
• Lead Auditor for multi-site Transactional Quality Audit
• Continuously improve scope and dynamics of Transactional Quality Audit framework
• Contribute to BPE&T function by identifying and mentoring projects identified during TQ Audits (2)
• Drive BPS through opportunity areas identified during TQ Audits
• Handled 7 work-streams (voice and email)
• Overseeing quality functionality for BCP site in South East Asia for two work-streams
• Meeting and Exceeding Quality related Contractual targets including Quality Scores and CSAT
• Client interaction - liaising business between WNS and off-shore quality team. Ensure smooth communication with clients on day-to-day activities and forecast challenges through effective planning
• Drive Customer Service and Productivity Improvement initiatives within Quality team
• Present Quality performance statistics to Management on regular basis with corrective Action Plan
• Adhere to Quality Management System as per ISO 9001-2000 requirements
• Drive corporate quality initiatives across process including Idea Generation drive and Fusion
• Created Quality SOP and process flow charts at agent workflow level and functional service delivery
• Designed Reporting and Analytics models including dashboards at supervisory and process level
• Designed and executed Multi Generational Management Information System Plan
• Ensure 100% of supervisory staff across departments are trained on relevant Quality tools
• Forecast Quality team FTE requirement basis Capacity Planning and review Annual & Quarterly Quality Resource Plan with Quality Head
• Analyze factors influencing Customer Satisfaction, Dissatisfaction And Complaints and recommend modification in Training and Operational practices
• Lead team members for individual skill enhancement and career development
• Responsible for error-free functioning and administration of Voice Recording Software (Witness)
• Handling Quality SLAs for one of the Top 5 Credit Card Issuer in UK with advisor strength of 26-400
• Achieve and maintain quality metrics performance as defined within the SLA
• Responsible for Root Cause Analysis on metrics missed and formulation of Action Plans for consistent delivery of CTQs
• Client Relationship Management
• Designed and deployed Business Process Management System for the process
• Responsible for rebaselining goals to improve service delivery and review Balance Scorecard for agents, supervisors and managers
• SPOC for Operational Change Management Process
• SPOC for Internal and External Audits. Conduct internal audits on regular basis for ensuring adherence to standard. Compile and analyze the reports and recommend corrective actions
• Completed over 300 hours of MS Excel training across 3 sites
• Additional:
• Part of the Management Team sent onshore for due diligence of outsourcing MIS function
• Represent Quality and present Process Quality framework during prospective client visits
• Studied Workforce Management Policies and Procedures across BFSI vertical (5 processes) and presented a comprehensive document to Process owner within timeline