راجيف شارما

Candidate in search of a full time job / Contractual assignments.

Available for interaction at short notice and immediate joining

Open to relocation to (any) global location

Fixed Term Engagement 1 (2011)
Consultant (Operations) (Vice President - Operations Role)
Client
John Keells BPO Solutions, Gurgaon, India
Project Description: Consultant to support transition from STPI to SEZ Site while successfully managing Setup of 2 Chat & voice programs.
Fixed Term Engagement 2 (2012)
Client
Vice President - Delivery
Business Process Outsourcing WLL, Doha, Qatar
Line of Business
Contact Center and MPO/HRO
Project Description: Fixed term role to support people & process management of Customer contact center for Al-Ahli Hospital & Hamad Medical Corporation, Papa John’s Pizza (Hunger line), LG, Hitachi, QIC & Al Khaleej Takaful while ensuring ‘Zero’ downtime during site shifting & setup.

Supported employees across India, USA, and Canada and resolved employment-related disputes through
proactive communication

Developed organizational blueprint for implementing global HR solution and services center encompassing
process mapping, and electronics employee files and managing HR transactions such as resource planning and budgeting

Lead drafting, implementation and communication of human resources policies, procedures, laws, standards and regulations,

Administered compensation, benefits & Performance management systems and safety & recreation programs across all locations

Analyzed and modified compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements

Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations

Handled staffing, disputes, terminating employees and administering disciplinary procedures

Represented organization at personnel-related hearings and investigations

Manager of entire delivery for Qatar Operations, including (but not limited to):

Operations (In-house Voice and Non-Voice, Onsite CCs and MPO/HRO) + Transition & Setup

HR (Recruitment)

All 'People Management' + Motivation and Growth

Responsible for day to day problem solving at all front for all Associates

Entrusted with the responsibilities of
Employee satisfaction,
SLA delivery and;
C-Sat

Market segment  USA / UK

Line of Business  BPO and Contact Center

Environment  ~90% Inbound, ~8% Non  voice (Chat, Email, Data), ~02% Outbound,
 ~70%Tech Support, ~5% Semi Tech Support, ~25% Retail Customer Service

Span (Operations)  ~2000 people in (International) Operations across 4 sites viz. Delhi, Pune, Mumbai in India & Manila in Philippines, through 3 Associate Directors, 7 Senior Managers and their teams

Span (Operations Support) - Directly administered teams handling Program Management (Relationship Management), Sales support & BD, Workforce (WFM, Planning and Forecasting) and Business Excellence.

Market segment  USA / UK / Asia Pacific

Line Of Business  KPO, Contact Discovery, Profiling, Lead Gen (B2B, B2C), Telemarketing

Span (Operations)  ~500 people in Operations through team that consisted of General & Sr. Managers

Span (Support Functions)  ~50 people in support functions through Heads of HR, IT, Admin and Finance

Highlight: I was stationed at Colwell & Salmon Communications Inc., Albany, NY, USA managing Global Operations (remotely managing India service delivery) besides leading process standardization / improvement & automation projects

Worked my way up from Team leader level in Domestic BPO to Country Manager Position (Vendor Manager Role) for World's Largest Contact Center Group during these (for me, my formative) years in the industry

During this period participated in (many) onsite and offsite transitions, new program & new site setups in both inbound and outbound channels and Tech as well as non Tech verticals.

The experience gained in Customer acquisition, Customer Service and Customer Support in this period is still treasured and relevant

After passing out of college in 1992, started working with a manufacturing unit in Sonipat, supporting factory management & Channel Sales while doing PGDBM

Started my professional journey in aviation industry through Archana Airways where I worked in various capacities between 1994 and 1998 and finally bid good bye while working as Assistant Manager (Airport and Catering). This was just before the Airline closed the doors for good

Worked with Jagson Airlines as Airport Manager (Northern Region), looking after Delhi, Kullu (Bhunter) and Simla Airports also managing and supporting passenger services and sales initiatives in these cities

Also spent ~a year at Bhartiya Vidya Bhawan (evening course) as a visiting faculty for Airline & Travel Management and Fare Calculation & Ticketing before finally leaving the Travel Industry