Assistant Contact Center Manager
teleperformance
Total years of experience :7 years, 11 Months
• Reporting to Director Operations.
• Cordinating with the WFM and MIS teams for Daily Operational Statistics and Publishing them to the respective managers.
• Handling a team of 4 Team Leaders
• Cordinating with the Client for Daily Process and Product updates
• D-Sat Analysis
• Quality Analysis
• WSRI Issues
• To head delivery for the identified processes of the Customer and work on a transition plan, transaction definition, SLA and metrics.
• To be able to conceptualise, design and implement process improvements
• To scale up to 100 FTEs
• Successfully liaison with the Business Unit and the clients to ensure a smooth communication flow between the Clients &Operations.
• Ensure process meets and exceeds Stipulated Timelines and Service level.
• Volume Forecasting and Capacity Planning, Forecasting Revenue, comparing with actual and explaining variance to achieve goals.
• Ensure implementation, compliance and continual improvement of quality processes and Standards.
• Support and assist the Head BPO in achieving the Organization Strategy.
• Manage performance to meet and exceed all client and company expectations through weekly /bi-weekly & monthly operations dashboard.
• To ensure that Systems and Procedures as laid down by management arestrictly complied with & to also provide inputs for possibleimprovements in the service.
• To identify gaps like Staffing, technical resources, quality issues, training needs etc. with recommended actions.
• Key member of the management team working along with the senior leadership of the organization.
• To head delivery for the identified processes of the Customer and work on a transition plan, transaction definition, SLA and metrics.
• To be able to conceptualise, design and implement process improvements
• To scale up to 100 FTEs
• Successfully liaison with the Business Unit and the clients to ensure a smooth communication flow between the Clients &Operations.
• Ensure process meets and exceeds Stipulated Timelines and Service level.
• Volume Forecasting and Capacity Planning, Forecasting Revenue, comparing with actual and explaining variance to achieve goals.
• Ensure implementation, compliance and continual improvement of quality processes and Standards.
• Support and assist the Head BPO in achieving the Organization Strategy.
• Manage performance to meet and exceed all client and company expectations through weekly /bi-weekly & monthly operations dashboard.
• To ensure that Systems and Procedures as laid down by management arestrictly complied with & to also provide inputs for possibleimprovements in the service.
• To identify gaps like Staffing, technical resources, quality issues, training needs etc. with recommended actions.
Highlights of the Engagement:
1.) To be a part of a pioneering Bhopal’s First Indbound BPO model
2.) Working with the best practices from the leading IT company of the Country
3.) Reporting directly to President & CEO .
1. Work with the Sophos and Lumension team and with prior knowledge and experience in the market, identify target customer segments. Work with the Sophos and Lumension Coverage Client Rep and establish account strategies.
2. Engage with the Client, identify triggers, Identify key IT issues which impact the business and make recommendations to the sales and technical team.
3. Develop a healthy pipeline of consulting opportunities.
4. Build and develop the business case, provide relevant and sound business & Technical advice to the customer and training Sales and Technical Team, formulate a winning strategy for closing the deals.
5. Develop consulting service solution proposal.
6. Negotiate with the customer (finance and technical staff eg. CIO, CFO) and their consultants & win consulting engagements for Sophos and Lumension.
7. Lead the delivery of consulting engagements either personally or with a team of SMEs supporting large complex engagement.
8. Maintain account relationships with the customer as a trusted advisor and support the system to develop follow-on business for the rest of the team.
Working as an intern with Top Gun Technologies
Responsibilities include the entire network and system related
functions.
Implementation of Windows Vista.
To manage the exchange servers.
To guide and assist the engineers technically.
To develop automated message handling system.
To assist network engineers by defining the boundaries between
System and Network problems.
Responsibilities:
Configuring Cisco routers and switches for testing and
troubleshooting.
Developing and testing diverse network topologies and lab
prototypes.
Handling labs for CCNA and CCNP routing and switching.
Managing and troubleshooting of Cisco routers and switches as
students practice various lab topologies on day to day basis.
Handling LAN/WAN issues and managing the network between the Head
office and the Branch office.
Routers worked on: Cisco 2600, 2500 and 2800 Series Routers.
Switches worked on: Cisco Catalyst 3560, 3550 and 2950 Series
Switches
Taking Level 3 escalations for Windows vista and office 2007.
Support Engineers on networking calls. WAN/LAN, RAS, Smartcards,
SRU, WINS/DNS, Wireless, Terminal Services, Active Directory Etc.
Complete support to agents on Laptops (Premium customers and Non
premium customers.)
Achieve Consistent Service & Operational Excellence
Exercise hygiene metrics for and compliance of team through
accurate e-mail capture and call logging
Familiarize the team with the guidelines, process and
procedures, policies rolled-out by the business
Ensure usage of tools like Dell Connect, Softphone etc.
Compliance of self and the team with Dell’s Winning Culture
Activities
Make sure the team achieves 100% timely compliance of Global
Ethics On-line training
Actively participate in regular 1x1 with Team manager; team
huddle, Brown Bag Sessions
Constructively work on self and team IDP
Developing Team culture
Knowledge / information sharing with new members of team
Helping team in achieving higher results collectively
Take part in Team events and support team actively
Responsibilities:
Provided technical and process support to the agents.
Did analysis of data as a centre to identify areas of improvement
and worked with SMEs to come up with a plan to improve
performance.
eneralist (OSIE, LOB, Messaging, PC Products, Networking,
Dogfood and Pin & Password Reset):March 2005 - 4th February,
2007
1. PC Products: Hardware, Pocket PC ActiveSync, Pocket PC
Physical Hardware, MS Office products & Virus related issues.
2. LOB (Line of Business): All internal business applications -
there are over 300+. Some examples include: Siebel, Clarify, MS
Market, SAP, MS Expense, MSE, Extranet Portal and WW Events.
3. OSIE (Operating Systems Internet Explorer): Operating Systems
(Windows XP), Internet Explorer, STS/SPS, Proxy, My Docs & RIS.
4. Messaging: Outlook, Calendar, Unified Messaging, Instant
Messaging, Outlook Web Access (OWA), Auto group, Meeting place
interface to Outlook, Pocket PC e-mail Syncing.
5. Networking: WAN/LAN, RAS, Smartcards, SRU, WINS/DNS, Wireless,
Terminal Services, Active Directory, Home LAN configuration (Best
Effort).
6. Dogfood: Operating System Windows Vista, Office 2007 and any
of the Beta Products.
Responsibilities:
Provided technical and process support to the agents.
Trained agents on the areas identified to help them perform
better.
Did analysis of data for Microsoft Service Desk as a centre to
identify areas of improvement and worked with SMEs to come up
with a plan to improve performance.
Implemented the plan with the management’s approval.
Provided technical support to Dell Customers.
Helped team members with technical issues.
Helped team members with policy & procedures regarding call
logging.
Appreciated by customers on numerous occasions for having an
accent which was easy for them to understand.
Worked with an attitude to help customers.