Oscar Morris Email & Phone Number

Bangalore Urban, Karnataka, India

General Manager | Driving Innovation in Software Development & Testing at Electronikmedia

Bengaluru Area, India

- Managing Quality for all Customer support clients around the globe- Strategic planning and develop road maps to provide business solutions for new and existing accounts- Work cross-functionally with multiple departments to ensure that ongoing client satisfaction is maximized such as Delivery, Quality, Training, and HR.- Analyzing MIS reports & dashboard reports with a view to improve process operations and assist in critical decision making.- Strengthening Quality Management processes/framework to enhance quality delivery- Propose corrective/improvement solutions based on facts and data. Implement and monitor improvement projects globally- Working closely with the operations managers in managing their processes by metric management, helping them identify areas of improvement- Supporting the team with leadership direction to build a high-performance culture and effective poor performance management- Facilitate grooming and next-level growth for team members- Communicate performance against individual objectives and constantly monitor performance in terms of agreed key performance indicators- Ensuring that employee engagement is given high priority to enable better productivity, efficiency, and retention of talented staff- Accountability to take required corrective/developmental action to remedy deficiencies in the business – performance level management- Enhancing processes across cross-functional & customer care unit to standardize end-user customer experience- Provide risk controls and exposure to the process by building processes that mitigate employee and customer fraud

Bengaluru Area, India

- Managing Quality and Training for all International Technology Global clients- Currently handling multiple lines of business – Technical Support, Licensing and Customer Service- Revenue leakage reduction projects completed- Multiple Kaizan projects completed to increase performance and in turn increase profitability - Handling client interactions and reviews- Responsible for generating new strategies and plans for improving overall quality- Review process performance monthly to identify agent level & program level opportunities for improvement.- Provide statistical analysis for all programs assigned on overall QOS highlighting hits, misses & opportunities- Initiate, implement & drive action plans to constantly enhance customer experience (using DMAIC methodology) - Measure & report Return on Investment (ROI) on action plans implemented- Engage with client and Business owners to understand ongoing process changes and evaluate change in requirement. Tweak hiring specifics basis the business demand / change - Evaluate effectiveness of New Hire Training interventions and closely monitor progress of newly hired candidates - Engage with new hires on a weekly basis to ensure comfort and flexibility of working environment. Highlight issues if any to all concerned and help control employee dissatisfaction- Manage team performance and conduct regular / monthly reviews with the team to ensure performance standards are maintained.- Take corrective action wherever necessary within the team and coordinate with other teams to achieve the end objective of the team

Bengaluru Area, India

Bengaluru Area, India

Bengaluru Area, India

Bengaluru Area, India