Value Proposition to the client – Reduction of 350 FTEs Onsite in a span of 6 Months.• 3x cost of FTE reduced by increasing 100+ FTEs at vendor at 1X cost.• Solutioning• Agile work force method• Scope & Schedule Management• Cost Management• Cross Functional TrainingDeliverables• P & L Management of the center & Accounts assigned.• Managing delivery of multiple processes from three delivery centers• The role involves influencing peers and stakeholders in other functions to achieve the operational and business goals assigned.• Managing critical operational processes, with SLA responsibility• Identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company• Responsibility for meeting operational and business goals• Driving appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals• Managing stakeholder communication across multiple lines of business on operational milestones, process changes and escalations• Ensuring high quality standards for interviewing and hiring employees at all levels of the organization.• Executing specific people programs on coaching and development and team engagement.

Client - Leading Telecom Provider

Independently Setting up & Leading & Contact Center Operations and work force management for global customer base. Accountable for the Key deliverables such as Service Level s & other KPIsSetting up the Voice, Email & Chat process, writing SOPsForecasting and Resource planning HiringTrainingReal Time managementMeeting Service Level & Quality targets for the SiteReporting to CEO

Independently Leading & handling Contact Center Operations and work force management for Genpact’ s Life Insurance client and is accountable for the Key deliverables such as Service Level s & other KPIsHe has been instrumental in adaption of IVR up gradation for the site for increased Self Service on IVR and Customer SatisfactionAs the site operates as a natural BCP site for the Process catering to 50% of the Business responsibilities also include the followingForecasting and Resource planning HiringTrainingReal Time managementMeeting Service Level & Quality targets for the Site

Handling entire Customer Service of South India for the ClientStaffing as per the needHiring for different Splits (Languages)Co ordinating with Training team for Process TrainingRoaster Planning & AdherenceShrinkage planningCall MonitoringFeed back and grooming Sessions for the teamsCall Quality AuditsRCA on Fatal ErrorsMeeting Service LevelReducing Abandon%Planning around Controlling AHT and reducing non productive time on calls1-on-1'sPerfomance Improvement PlanningCall CalibarationsControlling attritionAnnual Appraisals of the team membersRedeployment of bench as and when needed

Currently handling entire Customer Service of South India for the ClientHandling an inbound teamManaging RTAImproving Call QualityStaffingMeeting the SLControl AHTGrooming the Team Members Scheduling, rosteringControl on AttritionReduce Agent Variation

- Reporting the Business Metric trends to the Leadership - Finding the pain area and analyse the root cuases - Deploying Minitab tools to analyse Process data and play key role in providing solutions- Staffing- Create & Publish Dashboards- Visual Management - Supporting Process Black Belt with required data cuts and tests- Forecasting challenges and giving heads up to the client and leadership- Handle Contest designing, publishing the reulsts- Contest billing, Contest Benefit calculation- Driving Contests thru Visual Management - Making PPT's for Customer Calls and being part of the Customer Calls- Billing - Alignment Audits- Helping the Team Managers to drive the performance with the required data and presentations - Resource for Green Belt and Black Belt Projects