Ravi Ranjan Email & Phone Number

Gurugram, Haryana, India

Oversee voice and back-office operations, focusing on efficiency and qualityMaximize savings by reducing Cost Per Transaction (CPT)Develop continuous improvement plans aligned with call center goalsLeverage contact center metrics: Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)Communicate client objectives to Customer Service, Finance, and IT teamsResolve escalated customer service issues and ensure service… Show more Oversee voice and back-office operations, focusing on efficiency and qualityMaximize savings by reducing Cost Per Transaction (CPT)Develop continuous improvement plans aligned with call center goalsLeverage contact center metrics: Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)Communicate client objectives to Customer Service, Finance, and IT teamsResolve escalated customer service issues and ensure service recovery proceduresDevelop and implement client communication strategiesManage detailed business plans for client objectivesEnsure compliance with service delivery and cost-saving benchmarksPrepare and present quarterly reviews to stakeholders Show less

Gurgaon, Haryana, India

Responsible to meet and exceed stipulated Timelines and Service level.• Performance management and improvement strategies.• Time management on floor, track and improve schedule adherence.• Monitoring Compliance on Quality Standards and Processes SLAs.• Training & motivation and Career Development.• Absenteeism Management.• Feedback and Coaching: Mentoring• Tracking productivity and minimize leakage/ shrinkages.• Ensure meeting the… Show more Responsible to meet and exceed stipulated Timelines and Service level.• Performance management and improvement strategies.• Time management on floor, track and improve schedule adherence.• Monitoring Compliance on Quality Standards and Processes SLAs.• Training & motivation and Career Development.• Absenteeism Management.• Feedback and Coaching: Mentoring• Tracking productivity and minimize leakage/ shrinkages.• Ensure meeting the process budgeted targets.• Financial losses management. Show less

Responsible for handling a team of 40 members.• Roster Planning and leave planning to ensure optimum utilization of resources.• Setting up process targets, Quality monitoring, feedbacks, manage performance accordingly.• Manage the process as per the agreed SLA, driving KPI/KRAs etc.• Regular coaching and feedbacks to agents. Identify areas of improvements and means to address it.• Work in conjunction with the support functions and the higher… Show more Responsible for handling a team of 40 members.• Roster Planning and leave planning to ensure optimum utilization of resources.• Setting up process targets, Quality monitoring, feedbacks, manage performance accordingly.• Manage the process as per the agreed SLA, driving KPI/KRAs etc.• Regular coaching and feedbacks to agents. Identify areas of improvements and means to address it.• Work in conjunction with the support functions and the higher management and formulate strategies so as to improve team metrics and achieve overall business goals.• Handling Call escalations and Callbacks wherever required.• Ensuring timely dissemination of relevant information to the team and application of the same for appropriate call handling. • Checking of Reports to ensure compliance with laid down processes and guidelines for the unit & judicious use of financial waiver matrix. Show less

Customer service supervisor

Bachelor'S Degree, English Literature (British And Commonwealth)

Activities and Societies: Cross culture study English honors

10+2, Mathematics And Computer Science

Masti