Raj Kumar Email & Phone Number

Qatar

- Handled 400+ contact center staff at all level across three delivery locations offshore. - Responsible for all aspects of day-to-day operations of service delivery & WFM. - Manage relationships with partners that enables understanding & effective collaboration.- Measure vendor performance (per contract KPIs or otherwise) to ensure goals are met on an ongoing basis, and to maximize best practices and operational efficiencies.- Identify potential problems and provide alternative… Show more - Handled 400+ contact center staff at all level across three delivery locations offshore. - Responsible for all aspects of day-to-day operations of service delivery & WFM. - Manage relationships with partners that enables understanding & effective collaboration.- Measure vendor performance (per contract KPIs or otherwise) to ensure goals are met on an ongoing basis, and to maximize best practices and operational efficiencies.- Identify potential problems and provide alternative solutions to mitigate risk and maintain or improve performance. Takes initiative in exploring the opportunities for improvements through sources such as Operation meetings, Issue and escalations log, feedback from customer survey, people & partner survey, benchmarking data etc.- Develop and drive initiatives that introduce technology and efficiencies in current process in order to drive savings and delivery effective results.- Ensure the successful implementation of the solutions. Explain Continuous Process Improvement framework to stakeholders and ensure improvement or transformation projects are completed- Oversee closure of business related issues that directly affect the ability to develop long-term relationships between Vodafone and Partners- Collaborate and engage with senior management and other business stakeholders performing budget planning, organizational design, workforce planning, succession planning, and skills assessment.- Define business scope based on available budget .Comply with the approved policy of budgeting regarding the deadlines and the management of the budget.- Handle and deliver IVR related projects for call volume reduction and Improve customer IVR experience. Show less

Bengaluru Area, India

- Managed four inbound campaigns that require hardcore selling skills and convincing capabilities. - Performance – reporting directly to the Operations Manager; solely responsible for team performance, setting goals and targets, strategizing, meeting quality standards, appraisal, incentive calculation, leave planning and absenteeism, interdepartmental coordination and communication; the job demands multi-tasking and prioritizing skills.- Manage a team of 45+ CSRs & SMEs.- Part of… Show more - Managed four inbound campaigns that require hardcore selling skills and convincing capabilities. - Performance – reporting directly to the Operations Manager; solely responsible for team performance, setting goals and targets, strategizing, meeting quality standards, appraisal, incentive calculation, leave planning and absenteeism, interdepartmental coordination and communication; the job demands multi-tasking and prioritizing skills.- Manage a team of 45+ CSRs & SMEs.- Part of business development team that interacted with clients based in US and brief them about the company and services that would enable them to get more business at limited cost. - Lead weekly client calls , Developed and maintained client relationships to suit specific business environments - Ensuring that team is trained and informed on any product changes, enhancements, policies and business processes. - Hiring responsibilities to ensure the call center is adequately and efficiently staffed.- Mentoring the team members to help them come up the learning curve by doing that necessary value add in terms of process knowledge, showing them their career path and further motivating them to contribute towards the team’s and the process’s performance.- Was closely functioning with the Training Department to further analyze the opportunity areas and conduct training sessions for the members wherever necessary. Also developed modules for Process Refreshers and making sure all the agents are taken through those sessions on a continuous basis to keep them updated with the process knowledge. Show less

Bengaluru Area, India

• Responsible for sales promotional activities for home appliances in various dealer outlets across Bangalore• Leading Sales teams to deliver on sales targets • Leading initiatives to bring in process improvement in Sales