Prasad C Nayak Email & Phone Number

Mumbai, Mh, In

Mumbai, Mh, In

Mumbai, Maharashtra, India

Mumbai Metropolitan Region

Global Contact CentreCorporate Global Operations

Mumbai Area, India

Projects: Leading multiple assignments within the Life Science BU such as Pharmacovigilance, Medical Device, Complaints Management, Contact Center & Medical Writing Activities.Key Result Areas:• Administering multiple accounts with total 600 FTE’s, providing strong support in the Contact Center, Pharmacovigilance Case Processing & Complaints Handling Division of BPO• Analyzing & reviewing performance results and implementing project improvement • Formulating plans for upcoming organizational needs and implementing strategies in a proactive manner • Ensuring project operating margins are as per company targets Implement strategies for executing operations of the project • Managing invoicing and contract with customer for billing process, analyze performance results and implementing project improvement • Forecasting revenue budgeting and planning cost control/growth initiatives • Selecting, training, developing, and managing performance of professional & direct reports

Mumbai

• Managed all Support Functions within the process like WFM, Internal Quality, CCOD, Level 2 Agents, OJT and their Team Leads also controlled & improved key metrics like Quality, ASA (Average Speed of Answer), C-Sat and AHT• Performed functions such as revenue, productivity and manpower forecasting & planning to achieve strategic objectives to negotiate, procure, transition and implement a new line of business/(s) with the client• Worked in coordination with internal divisions and work towards continuous improvement of the process & overall efficiency of the unit• Adhered internal & external policy/procedure as well as generate requested/required reports for customers and managementAs Asst. Manager Operations• Spearheaded a team of 2 different SAG queues (These were Top & Consistent Performers in Quality & WAPMO)• Administered function such as staffing and scheduling of both SAG queues, maintained/exceeded Service Level & Performance targets also conducted Level 2 tests, interviews and selection• Monitored the preparation of stack rank and conduct Reward & Recognition events in coordination with other Supervisors• Effectively interacted with the client through conference calls, discuss performance on CPM’s (Critical Performance Metrics) and provided corrective action plans when requiredAs Team Leader• Managed & mentored a team of 12-14 Customer Care Professionals and ensured key metrics are met such as Quality, ASA (Average Speed of Answer) and no. of calls answered• Ensured successful completion of all performance improvement plans, motivated associates through effective management, career development and implementation of reporting mechanism• Monitored periodic process level projects/initiatives also analyzed reports including team performance• Constantly monitored, analyzed and reported risks and compliance issues manage attendance & attrition

Diploma In Computer Programing

Bachelor'S Degree, Business/Commerce, General