Assistant Manager
Aircel Ltd
Total years of experience :18 years, 1 Months
9+ Years of Experience in Customer Service Operations (Call Centre/Self-Help/On-boarding/QRC/ Compliances etc).
•Proficient in Analytics and Business Intelligence (Telecom domain).
Key Accountabilities:
•Handling Call Centre MIS and responsible for publishing KPI Dashboard for Rajasthan Circle.
•Responsible to track, monitor, calculate and scrutinize the call centre related bills and approvals.
•Extending support in performing Call Centre call projections and forecasting based on past trends.
•Responsible to publish various MIS around TRAI compliance report requirements.
•Responsible to handle the team in the absence of Team Coach.
•Providing inputs to develop and build strategic training and quality needs around MIS.
•Awarded Star Performer - 2 Consistent Quarters in Vodafone
Key Accountabilities:
•Supervising 15 CC Executives team and develop Various Call Centre based Reports.
•Responsible for tracking, managing and generating regular roaster of employees.
•Developing various Dashboards, Analysis and reports for Senior Leadership Team.