complete responsible for the site.

centre head - ecommerce

Operations, Service Delivery, PnL, Account Growth, Solutions & Transitions

Handling Operations, PnL, Business Development & Customer relationship.

 Responsible for end to end service delivery with high customer engagement. Complete Profits & Losses responsibility for the processes handled. Responsible for planning and maintaining the department budget. Act as the single point of contact for senior stake holders. Define and drive Quality processes in the business process allotted. Contractual management. Build and maintain effective & competent teams to deliver performance. Managing all the support functions along with the operations team. To constantly manage a ‘needs analysis’ programme that will provide support and information to the outsourcer Handling India’s leading Telecom company’s customer services & Service recovery team for PAN India.

Managing daily business operations with the span of 500 employees.

The key point of reference, decision-making and escalation for the outsourcing partner, such that there is clear communication, understanding and accountability between the parties.Managing the outsource partner to deliver quality services, data and reporting in line with the spirit and the letter of the contract and in adherence with budget.

 Managing daily operations. Profit & Loss Leader. Making sure all the SLAs, KPIs are met by all the projects Managing operations with respect to management of infrastructure, capacity planning and budgeting. Managing Human resources, Workforce & Transport, Administration, Finances, Business development & Operations. Constantly looking for more business opportunities for the company. Migrating new projects from overseas. Watching daily sales reports very closely Managing a team of 220 employees Have implemented ISO 9001. Have managed leading ISPs and PC manufacturers of UK. Have managed both Voice and Non-voice projects. Taking care of Service delivery and Client relationship. I have received SPECIAL APPRECIATION AWARD twice on the row from POLARIS for my performance.

 Setting up all the projects by understanding the scope of the support, the migration process, and the IT setup, through the clients. Making sure all the SLAs, KPIs are met by all the projects. Managing the daily operations of the floor, this involves recruitment of the right candidates, respective trainings, work force management, managing the priorities of the agents’ skills, quality, floor administration and invoicing the end clients. My main role is to build a strong relationship with the end clients. Achieving the KPIs, SLAs and all the expectations of the end clients as per the contracts. Coming up with new ideas to make the daily operations effectively and efficiently.