Jacob Raj Email & Phone Number

India

Bengaluru Area, India

Responsible for client service and daily operational administration management for 650 + FTE supporting 5 US-based projects: Gaming, Tech Support, Customer Service & E-Commerce Support.Identified process & product improvement opportunities using analytics & provide critical insights to management and client.Initiated direct labor costing, batch processing and integrated project management charting for multiple projects.Developed & managing relationships with senior levels of client management; facilitating the resolution of customer concerns.Interface with lower and senior-level management in the organization to provide financial and service level updates.Developed, documented & instituted procedure processes to the out-dated business model to a more modernized standard.Lead all Client meetings, discussion and participate in WBR, MBR and QBR for all projects under purview.Lead business analytics and reporting function for all projects.Other responsibilities include operational analysis, hiring, employee development and engagement, compliance, information security, and special projects.

Chandigarh Area, India

Hyderabad Area, India

Currently supporting team in maintenance of service levels and qualitative service for an ISP Technical Helpdesk process. Building and scheduling Quality, Hiring and Training framework. Ensuring the business SLAs are met and smooth flow of day to day activities.Coordinate day to day activities of the department aimed at maximizing productivity & driving business deliverables. Client customer satisfaction rating analysis. Analyze CSAT data and present analysis to client. Recommend and execute process improvements to stabilize and improve performance. Propose process changes to client for better customer experience. Develop Client Program Operations Manual and ensure compliance to productivity & quality standards. Optimize resource utilization through periodic review of staffing requirement, hiring and induction based on business volume and historic trends. GOS implementation (COPC guidelines): Implement SITEL standard of GOS for all lines of business. Liaise with clients and participate in business reviews with team managers. To maintain high standards of quality throughout the campaign by carrying out quality initiatives, process change initiatives, projects and other LEAN initiatives as required. Maximize client/ customer satisfaction through prompt resolution of issues. Conduct training sessions and allocate tasks to Coaches, AM and a cross functional team of employees. Participate in quality and operations Business Quality meetings. Ensure compliance to quarterly client audits including GOS, ISO audit compliance.

Managed client & internal Metrics on a daily/weekly basis. Handled a team of 25 members, ensuring they meet quality and productivity numbers. Represented the business metrics in Business reviews.