 Contact Center Management/Vendor Management for Inbound customer service (Investors, Distributors), Outbound service, Telesales, Service to Sales & Email customer support Ensure contractual SLAs are delivered by contact center To coordinate with operations & CAMS (registrar) teams to resolve customer issues & escalations, specially for HNI customers of more than 2 Lacs of AUM Strategic planning to initiate contact center outbound campaigns and drive sales & conversion Process mapping & SOP creation for contact center Leading & involve in planning of new initiatives & services & campaigns to be managed through contact center Periodic reviews of performance & progress for the contact center vendor Gathering VOC and coordinating with internal support functions to address process gaps to improve the overall functioning of the process, improve customer experience, increasing Lead generation & Conversion rates Sharing process performance with stakeholders & identifying & creating new sources of revenue generation Analyzing volume trends, customer issues, customer Queries, Requests, Complaints & Grievances Managing monthly expense provisions & contact center budget planning Validate & approve contact center billing Ensuring that compliance & (SEBI) regulatory norms adhered to in terms of outsourcing & contact center guidelines Provide insights on contact center technology in order to improve the customer service & overall contact center operations & deliveries Projects for IVR enhancements, Premium Distributor service desk, Virtual Relationship Manager desk for low AUM distributors, Digital sales campaigns

 Manage end to end Contact Center proposals & customised solutioning for BFSI clients (New & Existing) Identify delivery risks, and plan mitigation and related costs Liaise with Delivery team, WFM, HR, Technology & Commercial team to ensure customised and cost effective solution is proposed Ensuring appropriate manpower planning & sizing is done along with WFM inputs Ensuring right candidate profiles & vernacular capabilities are taken care of during resource requirements Understanding technology requirements like Telephony (Inbound ACD & Outbound Dialler), IVR design, CRM implementation & integration, are taken care of Understand the precise business requirements and maps the value proposition Design solution based on current capabilities & offerings and create a winning proposal which best suits client’s requirements Process mapping for clients and create an end to end contact center delivery model for Customer service Inbound & Email/Chat, Outbound (Sales, Service, Collections), Field Force (Collections & Recovery), Backend, Vendor Management for Banks, Cheque & PDC Storage

 Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Establish & Manage Relationships / Engagement with the Clients. Responsible for following agreed governance model, escalation & communication plan To ensure team members achieve agreed standards in relation to their job assignments. Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth  Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates Ensure that all audit related issues are brought to a close Identify and drive continuous improvements and initiatives in process Coach & mentor Assistant Managers & Team Leads so that they are able to manage their teams better Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management To ensure that all internal customer queries are followed up on a timely basis Collaborate with internal teams. To be the Key contact for all problems and queries with specific business assigned.

 Contact Center Management/Vendor Management for Telesales process Creating/upgrading cross sell process, highlighting existing process gaps to improve the overall functioning of the process, increasing Lead generation & Conversion rates Managing stakeholders & identifying & creating new sources of revenue generation Managing Service to Sales campaigns, Marketing campaigns, with adherence to regulatory compliance Deriving insights based on past performance and disseminating the same with stakeholders to improve process delivery capabilities Sharing process performance with Sales and Non Sales functions Managing & driving Met ratios & conversions through a Sales Coordinator team, & ensuring faster conversions Manage sharing of data with the call center form the different campaign sources Using extensive data analysis for managing performance towards overall revenue targets Generating insights for enhancing/improving/altering process for reducing the gap along with improving the operational process for final customers Having weekly calibrations with the vendors to share the analysis, feedback & highlighting agents performing below the set targets Managing monthly expense provisions & contact center budget planning

Business and Financial Management Revenue generation for the call centre through cross initiatives Develop the contact centre into a profitable model in the long term Vendor billing and financials for the call centre Monitoring SLA compliance and performance for contact centers Coordinating with Contact Center Management team and ensuring service deliveriesCustomer Focus Ensure that customer issues and requirements are addressed satisfactorilyPeople / Team Ensure team and self learning and development by nominating and attending trainings conducted and its application Agent tenure and knowledge retentionProcess / Quality ImprovementReduction in Repeat Complaints & by minimizing branch InterventionFocus on Quality / CSAT feedback delivery to resources. Improve average floor quality.Updated detailed process manual for all processes at contact centre. Flow charts and summarized documentProcess automation - Inbound, Email & Outbound ProcessesEnsure accurate and error free reports are shared with the respective business units for activities or analysis conducted assisting them to bring changes in products/processes/policies etc. within TAT.

Job Role 2: Assisting Vice Precedent - Ops, RCIL BPO Division for Vendor (Contact Center) Management Monitoring SLA compliance and performance for contact centers Coordinating with Contact Center Management team and ensuring service deliveries Apprising senior management with the performance status and RCAs Manpower and Capacity planning for Call Centers Data analysis for improvement projects like Attrition, Manpower hiring, Improving Customer Experience & Quality Scheduling and conducting regular reviews over performance, with various stake-holders & Call center managers Preparing performance reports and apprising senior management with the same on daily basis Coordinating with various functions to ensure smooth functioning of operations Job Role 1: Team Leader Operations – Blended Telecom & Semi-Technical process of Voice, Back-office and Email Doing calculation for the manpower required for the smooth functioning of the process.  Managing team performance and ensuring achievement of targets and increasing Customer Satisfaction.  Extracting various reports & data, and analyze them to overcome the areas of improvement. To share the reports and analysis with management. To prepare improvement plan and implementing it. Ensuring SR closures and Escalations are resolved within the specified TAT. One to one interaction with the Client & Process team to ensure process & product issues are addressed and Customer Escalations are reduced & closed. Doing RCAs for any Business Lever which did not meet target. Mentoring the team on to improve their performance. Maintaining team performance & regular team reviews. Gathering the updates & cascading these update to the agents, shift briefings.  Training need identification & coordinating with supporting functions like Quality, Training, HR & Recruitment. Handling new batches for OJT and providing required support. Controlling Shrinkage & Attrition and scanning candidates for new hiring.

Managed teams for multiple client processes – Rediff.com, ZoomIn.com and Futurebazaar.com. Preparing roster for manpower required for the smooth functioning of the process. Mentoring the team on to improve their performance. Maintaining team performance & regular team reviews. Attendance inputs for payroll purposes and controlling shrinkage and attrition. Scanning candidates for new hiring. Extracting various reports & data to analyze them and preparing & implementing improvement plans.  Ensuring SLAs are met. Coordination with clients for resolving process & product issues related to Logistics, Payments etc. End to end closure of Customer Escalations and increasing customer satisfaction. Delegation of responsibilities to executives so that the jobs are done on timely basis and bandwidth is utilized.

Team Lead Operations (BFSI & Telecom)ICICI PRUDENTIAL: (Inbound-Voice and Non-voice Back office): June’07 – April’09 AIRTEL: (Inbound Voice): May’09 – March’10BAJAJ FINSERVE LENDING: (Inbound/Outbound Voice, Back-office & Email): April’10 – Oct’10 Sharing headcount inputs with WFM team for proper rostering of manpower required for smooth functioning of process. Mentoring team members basis their performance. Identifying training needs within the team and arranging for refresher trainings. Coordination with training team and handling new batches for OJT and providing required support. Reviewing team members on their individual performance and doing their monthly appraisals. Maintaining team’s attendance for payroll purposes and controlling shrinkage and attrition. Sharing the reports and analysis with management and clients. To ensure all KPIs for Team are met so that SLAs are also met. Daily interaction with clients to resolve any process or product related issues. End to end closure of Customer Escalations and ensuring customer satisfaction. Doing RCAs for KPIs which did not meet the target. Preparing performance improvement plans and to achieve the performance by implementing with coordination with managers.