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Shaurya بهاسين, Head - Call Centre, Solutions, Fraud Monitoring

Shaurya بهاسين

Head - Call Centre, Solutions, Fraud Monitoring·bankmuscat

عمان

ماجستير,

الخبرة العملية

مجموع سنوات الخبرة: 24 سنوات, 0 أشهر

Head - Call Centre, Solutions, Fraud Monitoring

ديسمبر 2010 - حتى الآن

bankmuscat

مسقط، عمان

ديسمبر 2010 - حتى الآن

• Spearheading country’s centralized Contact-Centre with a team size of 150+ FTE’s.
• Created and fostered a strong back-end team to support Training, Quality and MIS management.
• Introduced a scorecard based appraisal system.
• 24/7 Fraud monitoring Team for 100% debit & credit card fraud check and vigilance of financial transactions across all channels.
• Catalyst to culture building which facilitates employee’s extraordinary performance.
• Strategize and ensure implementation of initiatives to improve employee engagement across all grades, leading to higher retention and motivation levels.
• Spearheaded a 360 degree process re-engineering project in line with Change Management.
• Responsible for department budget and average cost reduction.
• Managing audits and ensuring standards to be achieved as quality norms set by the organization.

• Envisioned, lead and implemented Unified Desktop (Mini CRM), Workforce optimization and a Dynamic and intelligent IVR.
• Matured the Call-Centre from 30 to 150 seats.
• Setup of Islamic banking & priority Call-Centre with Inbound and Outbound Channel.
• Pioneered a scorecard based Reward & recognition system (Najem Awards)

مجال الشركة:
البنوك
الدور الوظيفي:
الإدارة

Manager

مارس 2005 - نوفمبر 2010

GE Capital India

الهند

مارس 2005 - نوفمبر 2010

• Customer Services for SBI cards.
• Pan India S2S & VIC Manager ensuring performance and penetration.
• Managed a special service for premium/priority customers (HNI Group) for enhanced customer experience.
• Responsible for service level assigned to the business with Capacity planning & Floor management.
• Monthly Dashboard Presentations.
• IVR Improvement and penetration results into cost reduction by Rs 4 million per annum.
• Hiring.
• Demand Management Analytics
• Coaching and feedbacks
• Query Resolution and Services
• Designed and managing a special service of collections for an identified customer base.
• Handling a significant team size over 150 FTE’s with 8 direct reports.

Achievements:
• Won Achievers award 4 times in the year 2007 (2 consecutive quarters), 2008 & 2009.
• Communication leader for GeSBI (Customer Services) Pan India. Awarded for improving communication channel within the organization.
• Awarded for designing a specialized sales program that helped in over achieving the targets.
• Pioneered in setup of “Dialer” for Customer Retention & outbound channel (Customer Services, GESBI).
• Involved in the testing of Vision Plus (8.17).
• Transitioned and Leading the pilot project of “Service to Collection”.
• My excellence in work gives me 3 promotions in a span of just 3 years in the current organization.

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
الإدارة

Team Leader

نوفمبر 2003 - مارس 2005

Hero ITes

دلهي، الهند

نوفمبر 2003 - مارس 2005

Project: Capital One; AT&T; Providian financials
• Outbound (Sales, Verifications) and Inbound (Customer Services)
• Voice Coaching to the Agents
• Team Management and Team Briefings
• Maintaining Management Information System
• Call Quality Evaluation, Data analysis and provide feedback to agents
• Handled a sizeable team of 20 DRs.

Achievements:
• Awarded twice as the best Team leader of the month and the best team of the Quarter.
• Achieved the benchmarks of Best Overall team performance and controlled the attrition to zero percent.
• Promoted as a Team leader with an outstanding performance in sales and customer service.
• Maximum number of appreciations from customer as well as from clients.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Senior Team Member

يونيو 2002 - نوفمبر 2003

A R Credit Information Services (P) Ltd

الهند

يونيو 2002 - نوفمبر 2003

Project: Citibank Personal & Home Loans
• Credit Check
• Signing of Personal & Home Loans for Citibank

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
المحاسبة والتدقيق

التعليم

Symbiosis College

مايو 2005

مايو 2005

ماجستير،

الهند

• MBA Symbiosis Pune - SCDL (2003-05)

Delhi University

أبريل 2002

أبريل 2002

بكالوريوس، Commerce

الهند

• Graduation Delhi University (1999-2002)

Greenfields Public School

مارس 1999

مارس 1999

الثانوية العامة أو ما يعادلها،

الهند

• Senior Secondary Greenfields Public School (1998-99)

Greenfields Public School

مارس 1997

مارس 1997

الثانوية العامة أو ما يعادلها،

الهند

• Higher Secondary Greenfields Public School (1996-97)

Skills

Strategy Work
Expert
Strategy Work
Expert
Cost Reduction Programs
Expert
Cost Reduction Programs
Expert
Customer Service
Expert
Customer Service
Expert
Contract Negotiations
Expert
Contract Negotiations
Expert
IVR
Expert
IVR
Expert
Strategy Work
Expert
Strategy Work
Expert
Cost Reduction Programs
Expert
Cost Reduction Programs
Expert
Customer Service
Expert
Customer Service
Expert
Contract Negotiations
Expert
Contract Negotiations
Expert
IVR
Expert
IVR
Expert

اللغات

الانجليزية
متمرّس
الهندية
متمرّس

التدريب و الشهادات

التدريب
Effective Coaching Skills
GE
Apr 2007
Hiring Right People
GE
Jan 2005
Excellence at GE
GE
Jan 2008
White Belt & Lean Process
GE
Jan 2007
Influencing Skills
GE
Mar 2006
Effective People Management
GE
Feb 2006
Foundation of GE Leadership (FOL)
GE
Jan 2006