• Reports for Business Operation function.- Daily/Weekly/Monthly Reports related Manpower utilization and Source wise revenue.- Understand business requirements in case of new Reporting Requirements.- Coordination with finance for daily billing related activity and mapping with manpower utilization.• Analytics for improve revenue and customer satisfaction.- Tracking of key KPI’s against target and Analytics around the business KPI’s- Analyze customer requirement based on agent tagging at Call Center.• Data Management of Business Operation KPI’s- Manage & Prepare Data points for Business Reviews & Projects- Co-ordinate with various stake holders on Projects and KPI performance• Dialer Operation for Contact Center- Responsible for day-to-day administration and monitoring of dialer Lists including penetration, dialer results and balance between different products.- Strategize, execute and mange dialer strategy for multiple campaigns to ensure campaigns are penetrated efficiently and effectively to meet established business goals.

• Collections Management ( Mobility and Non Mobility Portfolio)- Liaising with customer for Mobility and non-mobility collection, verification and billing related queries, coordination with FOS to get the Retail collection performance.- Managing 1.5Cr billing portfolio to ensure 100% collection for enterprise and SME.- Focus on 30+ OS to enhance collection bucket performance and minimize the bad debts risk• Bad Debts recovery- Proactive approach for probable bad debts cases falling under 60+ Bucket.- Field visit for high value customer of enterprise and SME. • Reduction in Churn- Tracking of Enterprise and SME accounts falling under probable churn- Liaising with RM to ensure customer issues get address in stipulated time frame.• Tracking of Open BRS- Tracking Open BRS on daily basis and ensure that it gets updated in customer account on same day of credit.

• Budget & Cost management for Customer Service- Budget exercise based on inputs from respective verticals, Finance & Corporate team- Monthly Provision in line with approved Budget and Variance analysis if any deviation in actual cost against approved budget and provision.• MIS/Reports for all the verticals of Customer Service- Daily/Weekly/Monthly Reports for all the verticals- Understand business requirements in case of new Reporting Requirements• Analytics for Customer Service function- Tracking of key KPI’s against target and Analytics around the business KPI’s- Analyze customer behavior based on CRM tagging at Call Center• Data Management of Customer Service KPI’s- Manage & Prepare Data points for Business Reviews & Projects- Co-ordinate with various stake holders on Projects and KPI performance

• Responsible for day-to-day administration and monitoring of dialer Lists including penetration, dialer results and balance between different products for off shore collection process.• Strategize, execute and mange dialer strategy for multiple campaigns to ensure campaigns are penetrated efficiently and effectively to meet established business goals.• Implement a comprehensive dialing strategy based on analytics which encompass manual, preview and predictive dialing campaigns.• Escalation of dialer issues on real-time basis and coordinate with local IT & aspect team for the resolutions.• Real time monitoring of portfolio and agent productivity, raising red flag if required.• Creation of agent id and mapping with assigned service so that they can get call for correct portfolio.

•Responsible for day-to-day administration and monitoring of dialer system including design, build maintenance of campaigns, calling lists, filters, reports and strategies for OB process.•Strategize, execute and mange dialer strategy for multiple campaigns to ensure campaigns are penetrated efficiently and effectively to meet established business goals.•Implement a comprehensive dialing strategy based on analytics which encompass manual, preview and predictive dialing campaigns.•Manage dialer performance metrics to world class standards including ATT, ACW and occupancy to ensure KPIs are surpassed.•Preparing and participation in Dialer Reviews.•Initiating BCP in case of crisis/downtime across the campaigns.•Identifying and implementation process improvement.•Managed a team of four dialer executives.

•Coordination with all ZBH and their verticals in Rajasthan for daily sales target vs achievement.•Assist with daily sales reporting as well as provide detailed monthly reports.•SAC Utilization.•Tracking of QOA (Quality of Acquisition) with FRC and CEF Compliance.•BTS sites utilizations and Traffic movement.•Extraction planning as per BTS and Covered population.•Preparing presentations for Monthly and Weekly Review.•Development of modules ensuring better data management.•Identify current process and create improvements to ensure business sales are implemented effectively and efficiently within our service area.

•Manage data for various teams in Customer Service – Inbound call center, quality & CSG.•Projections for call volume & manpower for multiple service partners & In-house call centre.•Service level, abandon, call/sub, automation reports to Central team.•Performance and Budgeting for contact centre as per corporate guidelines.•Planning of capacity increase for calls on IVR and reducing at agent level.•Daily analysis for enhancing customer experience and reduces repeat calls, call/sub, FCR, system usage (CRM), Increase Automation.