Job Profile:-Managing the entire operations of the BPO Division.-Responsible for development and implementation of human resource strategy and action plans to support businesses’ short and long-term objectives.-Extensive discussions with the client to understand Clients organization with regard to existing business activities, organization structure, culture and future growth plans.

-Managing operations for providing Knowledge Management Services of high-volume Financial / Non-Financial Research for a leading Investment Bank in the United States.-Was leading a team of 9 Research Analysts.-Functioning as the Single Point of Contact with the Team and Senior Management through effective communication on key deliverables of the process and projects.-A key accountability pertains to 100% client retention via excellence in service delivery specifically with Research and analytical Production Development, Management, Implementation Planning and Workflow Processes.-Playing a stellar role in preparing and presenting Collection Analysis Report (CAR) to the Onshore Management and Business Development team on industry news, product development, identification of new areas of business and identification of growth sectors of business.-Expertise in Information and financial research, secondary market/company research, business intelligence services etc.

-Responsible for Quality Control and Improvement of a process continuous monitoring of transactions, Analysis of monitored transactions, Identify the areas of improvement and take appropriate corrective actions. Job also involves Training New Employees and existing employees. -Maintaining MIS Report for each campaign.-Analyzing data & rejection trends to suggest improvement for increasing productivity.-Creating, implementing and reviewing quality principles.-Evaluate and monitor agents with the help of the NICE logger, provide effective feedback and motivate agents.-Design and implement corrective improvement plans.-Ownership of data and reporting.-Well versed with outbound operations, MIS reports maintenance, ACD report generation.-Maintenance and TAT (Turn around Time) and Internal Quality reports.