• Carrying out P&L analysis, risk management, developing and analyzing reports for senior management• Mentoring, Coaching, Development and Growth for 1000 + FTES workforce • Driving account growths/profitability for management and shareholders, delivering best in class customer experience to customers• Monitoring & controlling deliveries with respect to cost, resource deployment, time overruns and quality compliance to ensure satisfactory execution; streamlining processes to facilitate achievement of organizational objectives and profitability• Administering delivery of key performance targets like Customer Satisfaction, agreed SLA / TAT/ RR /Financial Target and Quality Compliance, enhancing recovery rates for continued profitability of business• Meeting SLA metrics for all severities; working on severity issues by analyzing on improvement areas & closely monitoring critical operational parameter• Implementing Standard Operations Procedures of Quality Customer Service activities; mapping client's requirements & implementing measures to maximize satisfaction levels• Guiding and evaluating team members for performance review regularly; organizing regular soft skill & technical training to the team• Collaborating with CEO office and sharing insights & inputs on the prevalent market scenario• Administered multiple site & multiple process; managed process both Inbound and Email for Telecom & E-commerce company• Achieved KPI's for process ( AL, SL, FTR, Quality & CSAT)• Assured cordial relationship with client through regular client interaction and overachieving the expectation• Reported the Process Health to the Management on regular intervals and coordinated within the organization with various departments like quality training and WFM to work towards the common Goals• Delivered best in class customer service to customers with profitability for the organization• Held the right balance in customer accessibility and customer experience

• Responsible for managing end to end operations with varied experience in Travel, Ecommerce, BFSI, Mobility, Telecom and logistic verticals.• Responsible for overall P&L of the account along with program level EBITA• Managed large teams upto 500 FTEs for Inbound & Email, Chat & Outbound campaigns.• Measuring and Monitoring SLAs and their performance ( TAT, Case closures Answering Levels, Service Levels , FTR, Repeat, IVR utilizations etc..• Review call center statistics to measure staff performance and the need for improvement. • Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Presenting periodic Dashboards, reports on the current program and future opportunities within the program.• Ensured directives, rules and procedures were communicated to all operation's staff• Conducted annual performance reviews for all staff within department• Motivating staff through the creation and maintenance of a positive team atmosphere & providing the customer service force with an informal yet a professional atmosphere with a high level of focus towards achievement of C-Sat targets.• Fulfilling any other duties as necessary in order to fulfill the needs of the business.• Generation and presentation of Monthly Reports to the Senior Leadership• Establishing performance objectives for each resource. Also monitoring performance and reviewing gaps using principle of motivation.

- Responsible for Managing Account level KPIs- Managing Client relationship - Managing Attrition- Managing Revenues