1.Team Leadership: Lead a team of 3 Managers, ensuring achievement of team SLA. Conducted performance reviews, coaching, career development, and work assignment for Operations and Assistant Managers.2.Strategic Implementation: Implemented strategic directives from the leadership team, ensuring alignment with organizational goals.3.Production Targets: Supported Business Head in planning, organizing, executing, and achieving production targets.4.Shift Management: Managed optimal and cost-effective scheduling, ensuring smooth running of production shifts.5.Service Quality: Drove service quality and service delivery performance, contributing to improved customer satisfaction.6.Recruitment and Training: Coordinated effective recruitment, selection, training, and induction of new team members. Collaborated with Training and L&D team for need-based training programs.7.Grievance Resolution: Escalated and resolved grievances, provided support to subordinates, and adjusted errors and complaints.8.Data Analysis and Reporting: Developed various studies, conducted data analysis, and prepared reports, presentations, and related information.9.Policy Compliance: Ensured adherence to all policies and procedures through an extensive documentation plan.10.Overall Center Management: Managed the complete center, overseeing daily operations, and ensuring efficient functioning.11.Reporting to Director of Operations (UK): Directly reported to the Director of Operations in the UK, providing regular updates on center activities, performance, and strategic initiatives.

1.Team Leadership: Led a team of 6 Process Leaders and 122 Customer Service Associates, providing support in achieving team SLA. Collaborated with Sr. Manager - Operations in planning, organizing, executing, and achieving production targets.2.Shift Management: Managed optimal and cost-effective scheduling, ensuring smooth running of production shifts.3.Service Quality: Drove service quality and service delivery performance, conducting periodic meetings with the team and QA team to review performance and discuss corrective measures.4.Quality Improvement: Partnered with the Quality Improvement Team to establish effective audit mechanisms and procedures, enhancing overall service quality and implementing process improvements.5.Productivity Improvement: Executed productivity improvement through Six Sigma Techniques (Quality), ensuring proper staffing and scheduling of department personnel for a quick response to customer calls.6.Workflow Development: Developed and guided work structure and workflow, studied and standardized procedures to improve efficiency and effectiveness of operations.

Strategic Planning: Played a key role in strategic planning for daily operations, aligning team goals with overall organizational objectives. Collaborated with senior management to implement and execute strategic initiatives.Team Supervision: Oversaw and supervised a team, ensuring adherence to quality and productivity standards. Provided guidance, mentorship, and performance feedback to team members.Process Improvement: Analyzed existing processes, identified areas for improvement, and implemented measures to enhance operational efficiency. Utilized Six Sigma and other process improvement methodologies to drive continuous improvement.Client Relationship Management: Acted as a liaison between the team and clients, addressing client concerns, ensuring client satisfaction, and managing expectations.Project Management: Led and managed various projects within the operations team, ensuring successful project completion and delivery. Coordinated project timelines, resources, and deliverables to meet organizational objectives.Data Analysis: Conducted data analysis to assess team and individual performance, identifying trends and areas for improvement. Utilized data-driven insights to make informed decisions and drive operational excellence.Quality Assurance: Implemented and maintained quality assurance measures, ensuring adherence to company standards and compliance with industry regulations

Team Management: Led a team in daily operations, ensuring consistent achievement of productivity and quality targets. Provided guidance and mentorship to team members, fostering a positive and collaborative work environment.Performance Enhancement: Monitored individual and team performance, identifying areas for improvement and implementing targeted coaching and training programs.Process Optimization: Analyzed existing processes and implemented optimization strategies, resulting in increased efficiency and streamlined operations.Client Communication: Acted as a key point of contact between the team and clients, addressing client concerns and ensuring client satisfaction.Project Coordination: Coordinated and managed various projects within the team, ensuring timely completion and adherence to project goals.Quality Assurance: Implemented and monitored quality assurance measures to maintain high service standards and compliance with company policies.Recruitment and Training: Participated in the recruitment process, conducting interviews, and contributing to the selection of new team members. Provided training and onboarding for new hires, ensuring a smooth integration into the team.

Team Leadership: Assumed the role of Acting Team Leader, providing leadership and guidance to the team during the specified period. Supported team members in achieving performance targets and goals.Training Responsibilities: Conducted business training sessions for team members, ensuring they were equipped with the necessary skills and knowledge to excel in their roles. Developed and delivered training modules focusing on business processes, customer service, and other relevant areas.Performance Monitoring: Monitored and evaluated the performance of team members, providing constructive feedback and coaching for improvement.Process Enhancement: Identified opportunities for process improvement within the team and implemented changes to enhance efficiency and effectiveness.Client Interaction: Acted as a liaison between the team and clients, addressing any concerns or queries and ensuring smooth communication.Team Support: Supported the team in day-to-day operations, fostering a positive and collaborative work environment.

Resolved customer inquiries and issues related to Telecom services, ensuring high levels of customer satisfaction.Handled customer complaints and provided appropriate solutions, escalating issues as needed.Assisted customers in understanding product features, plans, and billing information.Managed and processed customer orders, cancellations, and account modifications.Maintained accurate and detailed customer records using the company's CRM system.Collaborated with cross-functional teams to address customer needs and resolve complex issues.Stayed updated on product knowledge and industry trends to provide accurate information to customers.Participated in training sessions to enhance customer service skills and stay informed about process changes.Met and exceeded individual and team targets for customer satisfaction and issue resolution.Upheld company policies and procedures while adhering to quality and compliance standards.Documented and escalated unresolved issues to higher-level support or appropriate departments.Managed and maintained customer accounts, ensuring accurate and up-to-date information.Participated in regular team meetings and training sessions to stay informed about updates and improvements in telecom services.Collaborated with team members to achieve collective performance targets and improve overall service quality.Adapted to changes in processes and procedures to align with evolving company and industry standards.Demonstrated excellent communication skills, empathy, and patience in handling diverse customer needs and concerns.

Order Delivery and Transition: Ensured the seamless delivery and transition of orders, maintaining a high-quality service standard.Service Request Management: Managed service requests, particularly focusing on those aged 60 days and older. Proposed innovative ideas to clients for prioritization and efficient resolution.Client Relationship: Acted as the direct point of contact for two highly revenue-generating telecom companies in Europe. Fostered strong and collaborative client relationships.Special Project Management: Led and managed special projects with an emphasis on providing quick turnaround. Ensured successful completion within set timelines.Customer Escalation Handling: Effectively handled customer escalations, addressing concerns promptly to ensure customer satisfaction.Continuous Process Improvement: Actively participated in identifying opportunities for process improvement, implementing enhancements to increase efficiency and customer satisfaction.Training and Knowledge Sharing: Conducted training sessions for new team members, sharing insights into telecom products, services, and best practices for effective customer service.Data Analysis and Reporting: Analyzed customer data, identified trends, and prepared reports for management, providing valuable insights for decision-making and process refinement.Quality Assurance: Maintained a strong focus on quality assurance, ensuring that all customer interactions met established standards and compliance requirements.Feedback Collection: Collected and documented customer feedback, highlighting areas for improvement and recognizing successful service delivery.

Outbound Customer Service: Managed and executed outbound customer service activities, ensuring customer engagement and satisfaction.Revenue Generation: Strategically focused on generating revenue for a Telecom company through effective communication and sales techniques.Customer Rejections Handling: Skillfully handled customer rejections, engaging in direct conversations to address concerns and emphasize the product's benefits. Implemented persuasive communication to overcome objections and encourage product acceptance.Daily Revenue Reports: Administered and compiled daily revenue reports, maintaining accuracy and attention to detail. Presented comprehensive reports to clients, offering insights into performance metrics and revenue trends.Client Communication: Maintained regular communication with clients, providing updates on performance, addressing concerns, and ensuring alignment with client expectations.Data Analysis and Insights: Conducted data analysis on customer interactions and sales trends, extracting valuable insights to enhance strategies and improve performance.Performance Evaluation: Evaluated individual and team performance, implementing corrective measures and providing constructive feedback for continuous improvement.Product Knowledge: Maintained in-depth knowledge of the Telecom company's products and services, ensuring accurate information delivery to customers.