Deputy Manager
Ample Technologies Pvt Limited
Total years of experience :20 years, 5 Months
Joined Ample Technologies Pvt Ltd. in April 2017. As deputy Manager Operations, with their Corporate office in Bangalore. Responsible for Institutionalization of Customer Experience Assessment Framework across all contact centers & Service Locations
Key deliverables
● Managing Contact Center Operations & Email support for PAN India Service, Retail and Corporate customers with a team size of 85
○ SL & AL Management
○ Talk Time Management
○ Fault / Defect reduction programs
○ Quality of Service assurance
○ Training and refreshers
○ Forecasting
○ Resource Management
○ Automation projects
○ Escalation Management
● Managing Service operations of Service centers with team of 70 Apple certified engineers
○ REPTAT Management
○ Fault / Defect reduction programs
○ Quality of Service
● Tracking of Day to day operations of Service centres & Contact Center in Hub
● Revenue enhancement at both Retail and Contact center thru upselling
● CSAT Enhancement Programmes
● Ensuring Business Continuity Plan
● Escalation management from Internal and External customers
● Periodical review of KPIs
Worked with the Contact Center Planning and Operations team for Tata tele Services. With the responsibilities of
● Contact center Operations
○ KPI management
○ KPI Reviews with Partners
○ SL & AL Management
○ Customer satisfaction enhancement
○ Escalation Management
● Contact Center Technology
○ Business spoc for Pan India IVR & ACD Operations
■ Prompt changes
■ Managed Access
■ Automations / Change management
● Enduring Business Continuity Plan during any call center Outage or IVR Outage
● Proficient in Designing and management of call centre CTI, IVRs and ACD Call
Flows,
Business Requirement gathering
● Ensure Consistent, Smooth Support to CS Application Environment to End Users
● Interface with Central ITOPs and WIPRO Ops for Application Management
● Tracking and Resolving Issues / Concerns with ITOps and /Wipro Ops Interface with
Circle CS and CSIT for smooth application operations.
● Identify Application KPIs and Track Performance on Daily, Weekly and Monthly
Basis.KPI RCA and Improvement Action Plans to be devised to deliver consistent
improved performance
● Identify Application Audit Checklist. Update and Upkeep of Audit Checklist with new
enhancements, new application deployment
● Audit Calendar and Plan around OSCC, Retail, QRC, CCR, OB users with Circle SA
and CSIT
● Devise RCA, Action Plan and Closure follow-ups on Audit findings
● Update and Upkeep of Application Training Content (KYA). Interface with Training Vertical to ensure accurate download and content preparation
● User Trainings (TTT), including OSCC to ensure Right Information Download and enhanced Usability
● Devise Application Related Quiz and Awareness Programs Conduct CRPs, UATs, Integration Testing, Volume Runs, and Dry Runs along with Project teams of IT, WIPRO and Business users as per Project Plan
● Manage Deployment and Infra related needs Capacity and Volumetric Management around the Applications for CS vertical. New Deployments / Roll Outs to PAN India Customer Service team
Worked in North Hub office managing call centre operations. Key responsibilities included:
● Monitoring Service Levels and Answered Levels
● Call Quality
● ICE (instant Customer Engagement) improvement
● AHT (Average handling Time)
● Monitoring congestion at IVR and call centre
● Ensuring proper flow of information to the call center, escalating customer issues to
the Circle Service Recovery team and coordinating with the circle team for any other
concerns and updates
● Back Fill as per the attrition Rate
● IVR, Self service development & Automation