Skilled in managing and optimising large scale operations

I was working as a "Senior Operations Manager"; overseeing and ensuring the smooth functioning of day-to-day operations. Basic KRAs':• Responsible for the productivity of the entire center and ensuring it achieves its targeted sales revenue month over month.• Chalking out and improve operational systems, processes and best practices that guarantee organizational well-being.• Contribute towards the achievement of company’s strategic and operational objectives.• Examine P&L data/statement and use it to improve profitability.• Looking after both Bench Sales and Third Party Recruitment processes.• Developed and implemented several cost-effective recruitment strategies and plans.• Developed and implemented strategies for proactively building resume database.• Driving Account Managers and Business Development Managers towards meeting their monthly revenue goals.• Worked towards ensuring project/consultants delivery in a timely manner.• Liaising with the legal team and ensuring a smooth completion of documentation formalities between the clients and the organization.• Ensuring that team is empowered with the required technical skills for screening candidates as per the available IT requirements/positions.• Helping the team to make optimum use of various consultants sourcing methodologies, including internet sourcing, search firms, networking and the like.• Actively involved in selecting, interviewing and finally hiring the staff members.

Managed the entire Contact Center; was keenly involved in the operations of all the domains including Pre-Sales, Customer Support, Student Account Management, IT End User Support and Collections.Basic KRAs':• Developing objectives of Customer Support/Service, Collections & Sales supervisors/associates and ensuring they are met on a regular basis.• Heading both voice and non-voice processes (chats and emails).• Managing and driving the business impacting metrics in the positive direction. Ensuring that daily/weekly/monthly SLA's are met.• Liaising with assistant managers, team leaders, operatives to gather information and resolve issues.• Monitoring the primary KPI trends (CSAT/DSAT) and influencing the results positively by improving the quality of customer interactions and customer engagement processes.• Implemented procedural steps to be strictly observed by all chat and voice agents regarding customer management.• Maintaining quality of the communication with the students and simultaneously sharing structured feedback with supervisors/associates on a timely basis to reap productive results.• Reviewing the performance of staff, identifying training needs and planning training sessions. Ensuring that DAP (Development Action Program) is implemented as and when required and proper follow ups are done.• Collect and analyze call-center statistics (sales, revenue collected, costs, customer service metrics and the like). Recording statistics and the performance levels of the center and preparing reports.• Coordinating staff recruitment while liaising with HR; active participation in interview and selection process.• Ensuring proper training/refreshers were conducted as and when required.• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.

Monitored service delivery of desired service levels, contractual performance standards, operating business service programs for the organization, business & strategic planning, corporate policy & strategic planning for staff retention and improved employee satisfaction. Basic KRAs':• Build & maintain service relations with clients for in-depth understanding of their requirements and focus on resolving their issues / problems; provide them long lasting solutions to run their business effectively and efficiently.• Optimize utilization of service resources to provide support including demonstrations through effective planning, developing and managing service standards & procedures.• Develop strategies ensuring agreed targets and conditions are met and business expectations exceed; develop new service definitions ensuring they can be delivered operationally and cost effectively.• Responsible for overseeing execution and delivery of Event Analysis Reporting.• Ensured that processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery.• Work closely with the Management, Service teams and other business functions as well as customers to develop customer satisfying service solutions and sustain service leadership position in the industry. • Publish performance reports of the team to the Senior Management on a regular basis along with targets achieved and recommending procedural changes whenever required to improve operational / business efficiency.

My KRA's included leading the team to achieve performance goals, driving quality, manage process performance in terms of chat Quality & CSAT, managing performance, coaching and energizing staff to ensure daily, weekly, monthly achievement of service levels and individual performance.Other Job Responsibilities Included:• Co-ordinate and oversee daily operations / activities ensuring efficient utilization of available resources to achieve maximum productivity and reliability of services.• Improve the process by delivering significant business impacts and contribute to the company by improving quality, productivity and customer service.• Liaise with client groups and local management teams in developing overall plans to identify and fulfill clients’ business objectives and requirements.• Define SLAs ensuring quality and profitable services are performed as per agreed SLAs; oversee performance of services provided to customers ensuring SLAs are achieved and client expectations are met / exceeded.• Ensure all operations are executed in line with priorities set by the Management with strict adherence to Standard Operating Procedures (SOPs).• Conceptualize & implement policies for effective management of available human resources and development of human capital across the organization.• Conduct quality audits for the team on a weekly basis and identify potential areas of risk; devise strategies to minimize operational losses, benchmark performance standards and ensure compliance to good practices• Initiate goal setting, obtain target agreement and provide directions to achieve requirements; ensure targets are achieved in each performance area quantifying utmost customer satisfaction by conducting periodical training sessions to team members.• Assign duties and examine work for exactness and conformance to policies and procedures. Study and standardize procedures to improve efficiency of subordinates.

I started my career as a customer service representative with iEnergizer in a gaming process. Later on, I worked in a travel process and was finally moved to a sales process.I went on to become an Assistant Manager Operations during my stay with iEnergizer in a span of 5 and a half years.My job responsibilities included Staff Forecasting, contributing to departmental learning and effectiveness by sharing knowledge, experience and ideas, development of leaders, performance planning and goal setting, monitoring performance of every team member, ensuring a high level of quality and productivity is maintained and exceeded at all times, preparing and administering performance development plans for OCRs and leaders.