Operation Manager
Epicenter technologies . Pvt Ltd
Total years of experience :18 years, 11 Months
Handling post sale and pre sales customer care of West Zone for LG process. Also, handling Dealer Helpline of West and South Zone of LG process. 2 AM and 14 TLs reports to me. In the outbound piece, handling 21 seat feedback capture outbound process of LG.
Heading a call center of 180 outbound seats and 200 inbound seats for Reliance communication and Reliance Big TV. All the verticals like operation, quality, training, HR and admin reports to me.
Ensuring adequate call center coverage to achieve service level targets.
Optimizing call center productivity, achieving correct quality standards and minimizing the costs.
Managing recruitment campaigns including interviewing of new members.
Managing staff bonus, reward and incentive schemes.
Keeping a close eye on staff absenteeism, attrition and overtime.
Creating action plans for under-performing employees.
Arranging and chairing team meetings where issues of performance are mutually discussed.
Maintaining tight financial control of the call center.
Preparing and explaining quarterly forecast costing sheet to seniors and Directors.
Directly involved and answerable for center’s Profit and Loss matrix.
Reporting results to seniors and Directors.
❖ Cogent E-Services. Pvt Ltd in Baroda as Operation Manager from April '12 to till date.
✓ Heading the Videocon D2H customer care process. 2 AM & 15 TLs reports to me. Around 250 executives reports to me. Daily forecast is 27000 calls.
✓ 2 Assistant Managers, 2 Sr. Team Leaders & 19 Team Leaders reports to me. Around 520 executives reports to me. Processes that I handle are Airtel Prepaid 121 for Gujarat Circle, Airtel Mobile tele verification process for Rajasthan & Guj circle, Airtel RHD process for Gujarat Circle. My team handles around 60000 inbound calls per day.
Aegis. Ltd of Essar group in Ahmedabad as Assistant Manger - Operation from Feb '11 to April '12. Initially I used to handle prepaid division of Datacom of Videocon Telecom for MP circle. 10 team leaders & 180 executives used to report to me. Later, I handled prepaid division of TATA Docomo process for Rajasthan Circle. 8 team leaders & 180 executives used to report to me.
❖ Rajsoft Solution Private Ltd in Kolkata as Project Manager from Sep '10 to Feb '11. I used to handle CAF management of Uninor Process of Kolkata & West Bengal circle. Taking care of total 5 SPOC (4 of ROB and 1 Kolkata) . 5 TL of SPOC report to me. 1 TL of physical indexing, 2 TL of SCANING team & 6 TL of data entry used to report me.
❖ HTMT Global. Ltd in Durgapur as Assistant Manager - Operation from March '08 to Nov '10. 6 team leaders used to report to me. I used to handle Rest of Bengal circle of Airtel prepaid process.
❖ Spanco BPO service. Ltd in Kolkata as Assistant Manager - Operation from Nov '08 to April '10. I used to handle prepaid division of Reliance CDMA process for Bihar & Orissa circle. 19 team leaders used to report to me. My team used to handle 35000 calls on daily basis.
❖ Firstsource. Ltd in Kolkata as Team Leader from June '07 to March '08 for Kolkata circle of Vodafone prepaid Process.
❖ Kankei Relationship Marketing Services. Ltd in Kolkata as Team Leader from Feb '06 to June '07 for Kolkata circle of Vodafone prepaid Process.
❖ Customer First Services PVT. Ltd in Kolkata as Team Leader from Oct '04 to Jan '06 for TATA Indicom postpaid process of Bihar Circle.