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• Managing IT operations for 4 delivery centers• Designing transition plans for new launches• Play decision making role in IT procurements• Maintain high uptime of all delivery centers• Ensure growth for dialer, software and IT support team• Handling a team of 20 engineers, 5 dialer administrator, and 4 software developers• Leading the software team for new projects • Involved in database designing, from designing and validation• Hands on experience in ASP, MSSQL… Show more • Managing IT operations for 4 delivery centers• Designing transition plans for new launches• Play decision making role in IT procurements• Maintain high uptime of all delivery centers• Ensure growth for dialer, software and IT support team• Handling a team of 20 engineers, 5 dialer administrator, and 4 software developers• Leading the software team for new projects • Involved in database designing, from designing and validation• Hands on experience in ASP, MSSQL and VB for programming• Maintaining hardware and software inventory• Ensuring redundancies at each level i.e. Hardware, Telecom hardware and telecom lines, manpower • Hands on experience on day to day usage of dialers like C-zentrix and Interdialog• Designed CRM forms for Interdialog using .NET front end• Handling day to day internal and external escalations • Ensuring backups as per the schedule and periodic testing of backups• Monitoring server performance reports• Designing IVRS flows and testing the flows as per the business requirements, Programming of IVRS flows in Interdialog• Taking care of CRM integration with various internal and external CRM as per business needs• Analysis of dialer reports and CRM reports Show less

• Pioneer in establishing 180 seaters call center for Indian Railways (139) in Ahmedabad• Designing Process flows for new operations and implementation of the same• Co-ordination with HR, IT, Admin and other departments for smooth launch• Conducting Final interviews with coordination of HR• Handling the team of 2 AMs and 18 Team leaders• Creating fortnightly manpower planning as per the call flow using Erlang C calculations• Coordination with Indian Railways for day to… Show more • Pioneer in establishing 180 seaters call center for Indian Railways (139) in Ahmedabad• Designing Process flows for new operations and implementation of the same• Co-ordination with HR, IT, Admin and other departments for smooth launch• Conducting Final interviews with coordination of HR• Handling the team of 2 AMs and 18 Team leaders• Creating fortnightly manpower planning as per the call flow using Erlang C calculations• Coordination with Indian Railways for day to day operation related issues• Ensuring defect free service delivery• Preparing TNA based on quality and operations feedback and co-ordination with training to impart the refresher trainings• Conducting periodic reviews with Team Leaders and Asst Managers • Creating performance improvement plans for bottom performers• Ensuring schedule adherence and low shrinkage• Ensuring OPS team and quality are calibrated internally• Liaisoning with Quality team for 100% feedback on calls• Conducting skip level meetings with CSAs once in a month• Ensuring the well being of direct reportees and implement feedback for the developmental areas• Sustain attrition rate at =<6% for the floor every month• Coaching / Developing the team for higher roles• Provide timely recommendations on team member's growth path Show less

• Pioneer in establishing 400 seaters call center for ICICI Bank• Designing Process flows for new processes and implementation of the same • Handling team of dialer administrators. monitoring various activities like lead uploading, MIS generating and campaign creation, Designing process flows and implementation• Coordination with Clients like ICICI Bank, Honda Siel and etc for day to day IT/operations related issues• Looking after the IT operations as per ISO procedures

• Looking after call center activities as per ISO procedures• Maintain discipline on the floor• Sending MIS reports to clients and head office• Co-coordinating with clients like Tata, Idea, Reliance, and etc.• Maintaining and improving the quality of the calls with help of call & barge-ins and mock calls• Identifying training requirements and arranging trainings• Evaluate the training program with help of training feedback form

• Transaction procssing for the largest Transfer Agent of USA.