WFM Global Leader
Concentrix Daksh India Pvt Ltd
Total years of experience :18 years, 10 Months
Leading Workforce management, MIS, Automation, Customer service and Business Planning.
To manage customer service operations through outsourced partners including below tasks for 11 states of India (Total customer life cycle management):
- Tele-sales / Upselling
- On-boarding
- Retention and relations
- Managing potential churn & UNR
- Credit & Collections
Customer Care Operations responsibly for 13 lines of businesses and 250 seats.
- Managing P&L for Operations with 3 circles, 4 verticals, 13 Lines of Businesses and 250 seats.
- Focused drive on top line to meet revenue targets and control on costs to keep bottom line healthy.
- Leading MIS Report Automation, IVR / dialer Planning & restructuring, CRM analysis, etc
- Leading T&Q teams to meet up the client expectations on new hire / re-fresher trainings and Quality targets.
- Participate in new project RFPs; pre-sales Business development activities
- Ensure leading various project transitions / migrations successfully within timelines (Domestic & International)
Manage WFM for Australian telecom client with below deliverable :
1) Contractual client reporting
2) Infrastructural planning
3) Scheduling and Rostering for 2000 seats
4) MIS and Business Intelligence
5) Leading real time management for 2 locations
