Ajay Kumar Email & Phone Number

- Managing a team of 6 Managers/Senior Managers overlooking the entire Operations and Training Facilitation at Tata Sky Inbound- Building connect with vendor by co-partnering to run smooth operations and ensuring low impact on high volume days- Exploring and introducing fungibility between Inbound and Outbound Operations and operationalizing the same on ground- Introducing and implementing the Work From Home Call Center Solution, liaising with the vendors, IT and internal process… Show more - Managing a team of 6 Managers/Senior Managers overlooking the entire Operations and Training Facilitation at Tata Sky Inbound- Building connect with vendor by co-partnering to run smooth operations and ensuring low impact on high volume days- Exploring and introducing fungibility between Inbound and Outbound Operations and operationalizing the same on ground- Introducing and implementing the Work From Home Call Center Solution, liaising with the vendors, IT and internal process teams for seamless transition and continuous running of operations 24x7 during the National Lockdown- Helmed the CRM transformation project to introduce a new User Interface for the internal CRM leading to ease of use for agents translating to reduced call handling times and increased agent and customer satisfaction- Built a cross-sell and upsell strategy for the cost-intensive call center for transformation to a Profit Center thus generating revenues and optimizing operational costs Show less

- Head of the largest customer segment at the contact center and drove the key initiatives for the same- Introduced and managed the end-to-end transition of two new Contact Center Vendors to ensure business continuity

- Handled the biggest Contact Center for Tata Sky, including both customer categories and channel partners - Operational responsibility included Manpower Planning, Seat Utilization, IVR Planning and Implementation, SLA management, Process and System training, Vendor Review and Interaction- Executed CCT migration including chalking out migration strategy, UAT and seamless implementation of the new software across vendors