Kumar Chandan Email & Phone Number

New Delhi, Dl, In

India

Created transitional plans, and scope, and scheduled them as per budget requirements.+ Review each ops matrix to ensure efficiency in the service delivery.+ Keeping a close tab on attrition, and shrinkage to ensure no impact on process-level KPI.+ Forecasting and prediction as per requirement.+ Supervising training and quality and organizing their efficacy.+ Systemized and organized IRT, Ticket Inventory, Resolution score, and FRT which impacted better customer experience in minimized cost.+ Recommended and involved priority management process in the Backend process which helped to resolve Refund, Fraud, SCM, and Brand disputes cases.+ Heading a hybrid team and center of Inbound, Outbound, backend, Chat, social media, Sales, and Disputes.+ Responsible for planning execution for query and complaint resolution on portals.+ Controlling budget to ensure. +ve Impact on P&L in financialbooks.+Transitions within the company, such as financial, technological, operational, and governance changesResponsibility for handling all compliance-related issues including customer-centric operations, recruitment & process enhancements.Providing leadership and vision to the organization with the development of long-range annual plans to meet the SLAs.Checking out Strategies & Techniques and coordinating with all the departments to have a smooth operation.Responsible for setting up, scaling, and executing projects in order to make the customer experience the best in the industry.Analyzing internal requests for changes and consulting with management to deny or approve the proposed changes.Preparing plans to target Pending for closure and high aging cases within TAT.

India

Preparing daily/weekly/monthly reports and Dashboard.+ Preparing weekly schedules basis headcount requirements using IEX Tool.+ Preparing capacity projection file basis on actual headcount and historical pattern.+ Ensuring that all reports originating from the department are accurate & Reliable.+ Highlighting the process gaps and ensuring that proper measures are taken on+ Opportunity areas by operations from WFM’s perspective.+ Administration of intraday schedule changes to coordinate multi-skill training forExisting agents.+ Ids creation and deletion as per requirements within the TAT.+ Publishing leave tracker and leave calendar.+ Preparing seating plan and publishing every day to avoid seating crunch.

India

Downtime data preparation.To schedule quality session and team huddles as per the requirement (Team wise).Reco done post and pre shift and highlight.Publishing login hours AHT and other details, on hourly 2 hourly basis as per the process requirements.Ensuring that all reports originating from the department are accurate and reliable.Highlighting the process gaps and ensuring that proper measures are taken on opportunity areas by operations from WFM perspective. Ensuring that all workstations are up and running as per the required count. Entertaining seat movement requests. Point of contact for IT related issue Performing other duties and assignments as directed.•Day wise Attendance trackerpreparation.• Manage the supervisor queue for callstransfer related.• To Maintain floor decorum all time onthe floor.To schedule training session for all the advisors as per shift timing availability.

India

Central point of contact for supervisors and senior management regarding service level information and ensuring service levels are met as per agreement on real time basis.Preparing weekly schedules basis headcount requirement using IEX Tool. Raising alerts for extended break thresholds, High-CST instances, Absenteeism, Call queue, staffing shortages, and other unplanned events.Administration of intraday schedule changes to coordinate multi-skill training for existing agents.Ensuring that all reports originating from the department are accurate and reliable.Highlighting the process gaps and ensuring that proper measures are taken on opportunity areas by operations from WFM perspective. Ensuring that all workstations are up and running as per the required count. Entertaining seat movement requests. Point of contact for IT related issue Performing other duties and assignments as directed.