Managing Education and Hospital Contact Centre

As the Business Development Assistant Vice President, I play a pivotal role in driving growth, fostering client relationships, and ensuring the overall success of the business. This dynamic position helps build a strategic mindset, strong leadership abilities, and a deep understanding of the BPO industry.

Conduct market research, develop business strategies, build client relationships, and identify new business opportunities. Developing and executing company sales and marketing plans, implementing new ideas and tools for the company

• Managing Customer care domain via various customer touch points voice, SMS, email, social media, etc. to enhance customer experience and delivery performance.• Manage Transitions for new LOB, farming scope for existing accounts.• Using social media, analytics tool to reach distress customers and resolve their query/grievances, thus driving a delight factor.• Actively working with clients to drive their organization initiatives like digital offerings/ support, enhancing customer… Show more • Managing Customer care domain via various customer touch points voice, SMS, email, social media, etc. to enhance customer experience and delivery performance.• Manage Transitions for new LOB, farming scope for existing accounts.• Using social media, analytics tool to reach distress customers and resolve their query/grievances, thus driving a delight factor.• Actively working with clients to drive their organization initiatives like digital offerings/ support, enhancing customer experience by proactive measures, driving sales to strengthen loyalty.• Drive cost optimization projects to enhance profitability and ROI.• Initializing improvement projects to enhance performance on service level agreement, key customer deliverables and internal productivity measures. • Prepare Vehicle Breakdown Diagnosis report for Plant team to identify the root cause, required quality check & suggest future enhancements in upcoming products.• Ensuring service targets are met consistently through the predefined productivity norms within the defined costs, time and quality parameters. • Coach team members regarding their performance and suggest and implement corrective actions as required. • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.• Provide effective leadership and development amongst the agents and TLs of the contact centre, including ER & floor activities• Managing Corporate and customer complaint email desk (from all non-voice sources such as mail, letter, website, social networking sites, etc.) Show less

• Manage and control actual expenses vis-à-vis budgets • Active involvement during existing and potential client visits • Ensuring service targets are met consistently through the predefined productivity norms within the defined costs, time and quality parameters. • Coach team members regarding their performance and suggest and implement corrective actions as required. • Provide adequate and regular assistance to all support functions enabling smooth process flow Provide timely… Show more • Manage and control actual expenses vis-à-vis budgets • Active involvement during existing and potential client visits • Ensuring service targets are met consistently through the predefined productivity norms within the defined costs, time and quality parameters. • Coach team members regarding their performance and suggest and implement corrective actions as required. • Provide adequate and regular assistance to all support functions enabling smooth process flow Provide timely inputs to the various departments enabling the maximization of operational efficiency • Analyze MIS reports; identify trends and take appropriate action on the same• Identify and develop high potential employees into future leaders • Protecting the confidentiality and integrity of information (client/business related) used in course of work at all-time including but not limited to user ids & passwords. • Awareness of access rights to information & information systems. • Reporting information security incidents including but not limited to suspected viruses immediately. • Ensure that critical data in the folders where it can be backed up & same is informed to Technology. • Responsibility of identification of information assets and take part in the risk assessment & risk treatment of the same.• Managing Cluster – III unit of 2 Team Manager, 15 Team leaders with around 220 executives.• Managing Pune & 3 Satellite Center (Chennai, Jamshedpur, Kukatpally).• Corporate and customer complaint desk (from all non voice sources such as mail, letter, website, social networking sites, etc).• Capturing leads for service and appointment booking desk.• Diagnosis for Plant team to identify the root cause for PV break down.• Audit for third party bills paid by TML.• Welcome Calling - Capturing feedback from the new sale (Capturing customer experience of pre and post sales experience). Show less

Market Survey with a team of 20

Market Survey with a team of 30