Senior Manager
CurrentResponsible for managing round the clock operations and maintaining relationship with clients. Directly supervising a team of 40 executive in highly organized manner with daily monitoring of service levels, schedules, cost control and client satisfaction along with client & staff retention. Facilitated team meetings, conference with clients, creating agendas to achieve productivity & goals.KEY ROLE: - Responsible for top and bottom line growth in business.- Set up new business process (Inbound & Outbound both) and clients.- Managing operations with round the clock support to clients while enhancing their experience with better customer support service.- Training the staff on standard operating procedures for product knowledge, IT skills, managing expectation, time management etc.- Responsible for planning & organizing of daily operations and administrative tasks with supervising a team of 30 executives.- Successfully maintaining client & staff retention.- Managing annual incentives for the employees.- Risk assessment, problem solving skills, process management/improvement, operation management and multi-tasking.- Worked with clients from diversified sectors: Information Technology, Hotel & Hospitality, IT enable Services, Telecommunication.- Serving clients across the globe with 90% satisfaction & 95% accuracy rate.- Actively involved in recruitment.- Screening resumes, taking interviews for different positions in department.- Achieved high-level performance of my customer service team.- Service-driven professional with broad skills in customer service, team communication, conflict resolution, and administrative leadership.- Co-developed on-the-job training program that reduced training time from four weeks to two.- Strong leader and team player adept at motivating and uniting a team through meaningful training.- Strong knowledge of B2B & B2C environment, support, and services.
