Kapil Kumar Email & Phone Number

Bharat BPO Services Ltd. - Dec’14 till date (Manager – Operations)Currently working with Bharat BPO Services Ltd as Manager Operations  Took care of process metrics and SLAs of processes like 139, IRCTC, Tech Mahindra(Saral Rozgar, JP, Mobo Money), Spice(Mobiles, Hot Spot, Safar), Pay World, Good Educator and Gojavas with a team span of approx 100 associates and team leaders , currently taking care of 139 railway enquiry process. Managing end to end transition of all the new processes operationally and functionallyResponsibilities:* Manage team and ensure quality and productivity targets are met.* Interface with Marketing /IT Team as needed for escalation of service impacting issues.* Coordinate to interface with client and handle account management issues.* Manage the staff schedules and responsibilities of Workforce Management team.* Establish performance objectives for direct reports.* Prepare daily/weekly/monthly reports and distribute to the Management team.* Manage staffing ratios and seat utilization/optimization to ensure call center goals are met.* Build effective working relationships with internal departments and with client.*Conduct performance appraisal for the team* Manage the staff schedules and responsibilities of Workforce Management team.* Establish performance objectives for direct reports.* Prepare daily/weekly/monthly reports and distribute to the Management team.* Manage staffing ratios and seat utilization/optimization to ensure call center goals are met.* Build effective working relationships with internal departments and with client.*Conduct performance appraisal for the team* Drive and support capability development through learning and development initiatives* Motivate team members and control attrition* Performance management by deploying applicable tools* Provide coaching and feedback to team members to enable them to improve their performance* Handle escalations* Provide inputs on process and system to the team members

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  Operations Manager

  Bharat Bpo

  Dec 2019 - Present - India

  BPO

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  Nirmala Convent School

  High School