● Managing & monitoring performance of team of 250 Csr’s, 2 Asst. Managers, 15 Team Leaders, 2 Quality Leaders and 2 Trainers across 2 locations Mumbai & Pune for a State Government Project.● Lead, direct and managed Inbound, Outbound & Back office site operations at, or above the customer's standards.● Responsible for P & L of the entire Project, ensuring 20% profit to the Organization in the last quarter. Increased the Project profit’s by protecting margins and ensuring no penalty from the client.● Maintaining Shift Statistics to ensure efficiency and meeting of individual & group targets.● Increase business from 50 seater to 250 seater in a span of 3 months after showing increased efficiency, thereby increasing billing by more than 400%.● Maintained a constant score of performance in the queue and increasing productivity applying Six Sigma and DMAIC principles.● Creating KPI’s and KRA’s for the subordinates.● Created scripts required for the Tele Callers while speaking to the customers.● One on One with all the Team Members, identifying their challenges and try to solve their disputes if any. Maintaining the 80 / 20 rule.● Enchance service environment / culture and reducing attrition of the team from 15% to 7% by implementing R & R, team building activities every month.● Coached several top performers on the basics of Six Sigma, leading to several promotions in all depts thereby creating a positive workforce.● Reviewing each Team Members performance at the Start of the Month and accordingly suggest improvements to them. Work towards Process Excellence along with the SOP’s.● Determining training needs of employees; conducting suitable training programs.● Listen to random calls with the quality team and give feedback ensuring the Customer Service is above 80% at all times. Do a DIP check frequently to ensure CSAT’s are at par with the agreement.

Headed the Tele Calling Team of 50 tele callers who called various clients, informed them about current various projects across UAE and invited them to come for a site visit to our Real Estate sales personnels.