Operations Manager
Infosys BPO Limited
Total years of experience :22 years, 1 Months
Operations Management
Mapping clients’ requirements and coordinating in developing and implementing processes in line with pre-set the guidelines.
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.
Managing operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues through emails, letters and direct calls.
Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction metrics.
Customer Relationship Management
Enhancing customer satisfaction matrices & monitoring customer complaints.
Building and maintaining healthy business relations, ensuring maximum customer satisfaction.
Generating various MIS report on customer retention and collection performance for apprising the top management on the progress.
Quality Compliance
Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency.
Team Management
Leading, training and monitoring the performance of the team members for maintaining excellence in the service operations.
Evaluating effectiveness of training & development programs; formulating or reviewing training strategy and determining appropriate instructional methodologies and formats.
Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organizational goals.
• Develop and maintain long-term customer relationships and referral sources; service referrals from branches and internal company departments as appropriate.
• Attain production goals and average loan size while not exceeding fall-out and expense limits; generate CRA mortgage products.
• Make judgmental loan decisions at preliminary approval.
• Ensure every effort is made to meet the customer’s needs and provide the customer benefits.
• Focus on documentation quality.
• Extend superior customer service with external and internal customers.
• Provide customers with information regarding other household products and services.
• Contribute to portfolio growth and profitability. Promote teamwork to meet departmental goals
• Managing a team of agents and resolving difficult and unusual calls/cases.
• Delegation of responsibilities and building up a second line of command.
• Preparing reports by collecting, analyzing and summarizing information, along with recommending changes.
• Preparing plans to meet the processing and call targets for the day, the week and the month.
• Taking care that the quality of documents processed and calls does not suffer while achieving the desired quantity by giving adequate feedback at appropriate times.
• Maintaining team performance at peaks with constant motivation of consultants.
• Maintaining Technology and equipment.
• Ensuring that the best call center practices are followed in the team and the site (Mahape) as a whole, via random analysis of call, getting feedbacks from agents in own team and from agents in other teams.
• Organizing cultural programs and events to keep agents pepped up.
• Performing the role of the transport SPOC for agents.
• Conducting interviews for recruiting new employees.
• Managing a team of 20 Consultants and resolving difficult and unusual calls.
• Helping the team troubleshoot the technical problems that America Online Inc. customers call up with.
• Delegation of responsibilities and building up a second line of command.
• Preparing reports by collecting, analyzing and summarizing information; recommending changes.
• Preparing plans to meet the call targets for the day, the week and the month.
• Taking care that the quality of calls does not suffer while achieving the desired quantity by giving appropriate feedback after monitoring calls on a regular basis.
• Maintaining team performance at peaks with constant motivation of consultants.
• Maintaining Technology and equipment.
• Ensuring that the best call center practices are followed in the team and the site as a whole, via random analysis of call, getting feedbacks from agents in own team and from agents in other teams.
• Organizing cultural programs and events to keep agents pepped up.