Ashish Kumar Singh Email & Phone Number

Kolkata, West Bengal, India

Kolkata, West Bengal, India

Responsible for achievement of budgeted revenue. Growth of existing accounts and EBIDTA delivery. Business Development for all the business units - Distribution, BPO & Hospitals and Health Care

Kolkata Area, India

Responsible for achievement of budgeted revenuesGrowth of existing accounts and EBIDTA delivery through precision in budgeting Management of expenses, automation, teamwork, long-term cost saving projectsLeading a truly diverse team across functions of Operations including Talent Acquisition, Talent Management & Engagement, Training & Development, Quality &.

Kolkata Area, India

• Outbound Operations:
• Responsible of handling 50% of Outbound Outsourced Business
• Key Campaigns – Pack Upsell, VAS, Recharge Reminder, Field Call Closure, Retention, New Acquisition and WOB calling
• Handling P&L responsibility for my operations
• Vendor management
• Business Transition

Kolkata Area, India

• Co-ordination with 30My Idea Store's (Channel Partners) operational issues.
• Business trend analyzing and target finalization.
• Future business projection such as operations, acquisition, collection, churn.
• Store profitability calculation as well as ROI projection.
• Automated dashboard designing and circulation of the same on regular basis.
• Business health analyzing and updating the same to higher management in different reviews.

Mumbai Area, India

• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
• Mapping business requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified.
• Working closely with partner MIS and Operations team to standardize MIS and analytics flowing to senior management.
• Performing the pre-launch UAT activities for CISCO - IP ACD.
• MIS / Analysis - All SLA reports related to Inbound/Outbound/Back-office, Weekly Dashboard, Stack Ranking Circle Wise / Partner wise scorecards.
• Working with strategic Outsource partner/vendor to ensure deliverables are met as per business expectation.

New Delhi Area, India

• Working closely with partner MIS and Operations team to standardize MIS and analytics flowing to senior management.
• Custodian of following KPI’s: Process & Policy compliance & adherence. Service expenses as per defined Budget, Customer Satisfaction, SLA Adherence, Calls per sub, Service quality, IVR Performance, Partner In-voice.
• Driving the replications of industry benchmarked processes in CSD.
• Streamline and smooth process transition to chosen Strategic BPO Partner for entire contact center, voice and non-voice activities.
• Finalization of IVRS script recording vendor and getting recorded scripts uploaded in the centralized hosted IVRS, local MSC and IN server.
• Performing the pre launch UAT activities for MSC prompts, IN IVR, and Customer care IVRS for the circle.

Kolkata Area, India

• Heading – MTS Kolkata, Rest of West Bengal & Bihar Circles for the location.
• Managing a team of approx. 300 associates & 15 Team Leaders.
• Been instrumental in launching operations of 3 circles i.e; Kolkata, Rest of West Bengal & Bihar
• Actively involved in making new processes, implementing, training and looking after the SLA's of the team’s and its KRA
• Working closely with Client managers and the organizations training department in training the teams on process.
• Consulting & formulating monthly and weekly SLA/goals for the team, by defining productivity, quality and efficiency metrics.

Kolkata Area, India

• Lead MIS for Aegis Kolkata Centre, TTSL CDMA & GSM Business Segment & PAN India SSTL Business Segment.
• Planning and strategizing high-end performance delivery management.
• Outlier performance improvement and management.
• MIS / Analysis - All SLA reports, Weekly Dashboard, Stack Ranking Teams & Groups & Team wise scorecards.
• Preparing the SOP’s for the processes on basis of metrics defined by client and submitting it to operation managers for process review.
• Add New Controls to existing process to enhance the delivery system.

Master Of Business Administration - Mba

Post Graduate In Computer Applications