Key responsibility areas• Strategic Operations• Operational excellence and innovation• Business transformation• Service Delivery Assurance• Work force management• Business Analytics• Support function management• Top line target achievement• Profit and Loss management• Business Expansion• People development

~ Business Operations~Reviewing SOW & understanding key deliverables of the businessEnsuring seamless supply chain starting from input metrics to business output which attains both organizational & Customer goalConstantly review performance at each level to initiate change management if applicableDay to day Business communication with customers & understanding requirementsOperations planning & execution – review operations planning with customer & share inputTraining need identification of Supervisors and preparing TNI module to develop skill set~Work force management~Ensuring compliance on all WFM activitiesForecasting, manpower projection, batch planningResource scheduling to ensure maximum productivityCost benefit analysis of various aspect of operations & suggest process recommendationCost optimization and revenue enhancement~Business Analytics~Develop & grow a process excellence team that drive business at crisis & recommend favorable decisionRetrieve & aggregate data from multiple sources into a digestible and actionable format to drive change & new initiatives using analysisProcess re-engineering with intellectual analytics at various level Monitor & refine existing metrics by partnering with internal teams to identify process and system improvement opportunitiesContinuous value addition to business with smart business intelligence putting in place to ensure increase in operational efficiency and results quality service delivery~Support function management~Managing support functions administrativelyPrepare input metrics in line with scope of work at each verticalEnsure compliance in each vertical throughout the cyclePrepare / alter KRAs of support roll as a part of change management processIdentify TNI at support roll and provide adequate self-development trainingHolding cross functional meeting to sync in all verticals together with a common objective

~Customer Service Operations ~- Manage & deliver operations effectiveness, including managing customer escalations, for the respective sites, through engagement, review and governance with internal teams and partner to deliver key targeted customer experience outcomes - Access, Experience & Compliance. ~Partnership management/engagement~- Ensure governance reviews & strategic relationship management for respective zone & aligned sites. ~Bench-mark and Analytics~- Cross-industry, intra-industry and intra company channel bench-marking and insights to monitor and measure the necessary KPIs so that we remain the operator and company of choice and become a cross-industry benchmark in these channels. ~Best practice sharing~ - Collaborate with peers across zones and create COE’s (Centers of Excellence) by effectively sharing set processes and adapting changes wherever immediately necessary. ~Planning & Performance ~- Ensuring timely /accurate forecasting for respective zone/aligned circles & validate capacity plans, along with ensuring reports for the Line of Business for all metrics are shared/maintained by partner for records, audits and invoicing purposes, including reward and penalty payouts. - Also monitor budgeted calls per subscriber (CPS) base against actual spend.

• Develop relevant KPIs which can reflect true customer experience and track them• Root Cause and “What If” Analysis for strategic and operational challenges and keep management informed to take relevant decisions• Track AOP (Annual Operational Plan) of Call Center, service experience & other units of CSD.• Strategic Partner management (Invoice management, ) • Doing “what if” analysis on operating and financial KPI’s• Support to identify root causes for KPI deviation and corrective action tracking• Monitor performance, highlight gaps and provide direction to teams on day to day basis • Prepare weekly and monthly performance report for CS function• Provide adhoc reports as per management’s requirement• Archive data for reporting purposes• Follow up of activities with HR and Administration departments on behalf of Customer service team members• Presentation preparation for management committee (Monthly)• Maintain liaison with HR Function for issues such as engagement activities, KRA roll out, training

Few of many Key responsibilities and duty with this International Telecommunication Organization as follows• Management of Airtel Experience Center (walk in customers)• Supervision of CS staff on day to day operations• Ensure CS team do proper practice customer handling skills as defined and updated on current Policies and Procedures of the Company.• Take initiative to collect the VOC and escalate them accordingly for further action• Establish a good working relationship with external and internal customers.• Meeting up monthly SIM and VAS sales target• Follow up of sales report and other relevant documents and also send it to concern department on time.• Responsible for coordinating, planning, organizing and optimizing Customer Service Department activities

• First interface (one on one interaction) with the call in customers at the contact center.• Understand & implement CS policies & meet all pre-defined service standards-assigned KPIs• To practice customer handling skills as defined and learned in relevant training• To take ownership and ensure resolution of customers complaints.• To remain update on all current policies, procedures, promotions, products & value added services offered by the company• Ensure proper behavior/ discipline/ grooming/ punctuality as per the requirements and image of the company

Few of many Key responsibilities and duty with this MNC Bank as followso Back end risk management of various CB Assets (multi Products)o Low delinquency rateo Minimize NCLo MIS feedbacko File refer to Legal and Compliance Departmento Provide necessary documents to bank lawyerso Monitor Recovery Agent’s activitieso Deal with customer’s to address their problems regarding various products of consumer banking such as loans and credit cards etc.o Provide feedback to management on problem customer’s to as an early warning mechanism for possible portfolio health degradation in terms of delinquency.