Asst Manager Operations
Smart Drive India Pvt
Total years of experience :9 years, 0 Months
• Responsible for managing the review centre Operations with the staffing of 200+ employees and meeting the client’s expectations.
• To delegate the tasks to team leaders and ensuring the expected performance is delivered from the individuals. Monitoring, mentoring, and reviewing to ensure that we are consistently delivering performance.
• Responsible for IDP of employees and ensuring employees scale up career path.
• Responsible for the headcount planning/seat utilization/Performance stack/Roaster for the centre.
• Ensured that all the clients SL’S are achieved with in the TAT.
• Was involved in Recruitment process across levels for walk in and IJP.
• Co ordinate with HR for EE activities on floor, R n R, other hr related initiatives on the floor.
• Was involved actively in preparation of P & L of the centre and other statutory requirement for the centre.
• Responsible for the adherence of process/procedure/policies/ across all employees and functions
• Was a part of appraisal discussion for the employees across functions and was well empowered in taking disciplinary actions as terminations.
• Estimating for Operational costs monthly and ensuring we are meeting the estimated cost.
Team Leader - Smart Drive Systems (India) pvt Ltd (From Sep, 2008 to till date)
Responsibilities:
• Handle a Team of 20 agents.
• Responsible for Team's overall Performance, Outage and Attrition.
• Monitor Hourly Productivity of the Team
• Perform audits and provide feedback to Agents based on the audits done by self and QA team.
• Perform Training need Analysis on low performing agents and provide training.
• Prepare weekly, monthly and Quarterly Team performance reports.
• Handling escalated client issues on Missed and possible collisions.
• Co-ordination with different supportive Departments and acquiring the Information and pass it to team
• Identifying potential people issues amongst the team & resolve the same on a proactive basis
• Attending the Monthly conference call with the clients
• Perform monthly 1 x 1 sessions for agents.
• Conduct Daily and Weekly Team Huddles to provide updates on performance and organization.
• Attend weekly Operations Review meeting with Senior Management Team and team Leaders.
• Assist in conducting New Hire Trainings.
• Assist Work Force Management team in Maintaining the Service Level.
• Work on Individual Development plan and groom agents for next level.
Subject Matter Expert - Scripps Software pvt Ltd (From Oct 2006- 2008 Sep)
Responsibilities: • Review clips and identify Infractions based on driver Behavior.
• Handle Team in absence of Team Leader.
• Review escalated clips and provides feedback to agents.
• Conduct internal Trainings for the team.
• Audit clips and provide feedback to agents.
Customer Relation Officer (Inbound call center) - Hinduja Global Solutions Ltd (Jan 2006 - Oct 2006)
Responsibilities:
• Resolving issues of customers.
• Maintaining AHT & Call Quality
• Taking Escalations.
• Meets commitments to customers.
COURSE STUDIED BOARD/UNIVERSITY Year of Completion MBA Pondicherry University 2010
P.G. Diploma In Business Management. ss Management. Osmania University 2005
B.Com (Computers) Andhra University 2004
SSC Central Board Of Secondary Education 1999