Customer service, Complaint management, Lead generation, Profile updation, Client Relationship & Business Development.For Domestic & International Client.Operation & Process management:Responsible for delivery of process requirements and managing entire Mumbai Operations.Responsible for managing projects/key accounts as diverse as:>Customer Care Help lines>Outbound Lead Generation/Profile Updation.>Inbound and Outbound Loyalty Programs:>Call Center Management – Client Location.>Operation Management:>Client Relationship Management:

Operation & Process managementManaging projects/key accounts Outbound Lead Generation/Profile Updation Customer Service.Complaint management.Lead generation.Strategize and plan for effective resource utilization, process target alignment, revenue maximization.Achievement of SLAs & meeting of all timelines.Delegate responsibilities to subordinates and monitor/review them periodically.Managing performance of individual teams through performance managementCareer planning strategies and sharing of best practicesResponsible for service delivery & Operational Excellence

Managing performance of individual team members through performance,management, career planning strategies and sharing of best practices,Analyzing client requirements and have a clear understanding of Technology deliverables.Regular Performance Review with the clients to ensure smooth functioning of the campaign. Responsible for service delivery & Operational Excellence.

Managing team motivation/energy using innovative ideas, goals management while mapping out individual growth charts and mentoring members for larger responsibilities.Aligning team to process goals through maximizing performance and productivity. Weekly one-on-one’s and monthly score cards. Conducting employee monthly performance appraisals.Primarily responsible for team performance management against daily/weekly/monthly goals.Participation on daily client conference calls, call calibration, quality feedback sessions, process reviews by client management team. Ensure higher retention level and maintain attrition to acceptable levels over a period of time.Recruits, tests, and hires Team Leaders, Telecallers based on criteria agreed upon by senior management.