Sagar Saurabh Email & Phone Number

Kolkata, Wb, In

India

Manage the Quality and Training practice for all sites in IndiaManage back-to-back ramp-up classesSupervise a team of up to 8 managers with an entire function size of 70 membersManage day-to-day quality operations and ensure quality targets are met across all lines of businessEnsure quality and performance management framework is in place and coordinate across all stakeholders both internal and external and ensure process standardizationConduct Gap, Value and Root Cause Analysis , develop insights, and recommend action plans to improve performance and controlDesign quality strategies manage scalable processes and implement training and quality end-to-end initiatives with clear goals and timelines.Work with internal and external stakeholders on quality strategy and process improvements process, champion change management and recommend tools, procedures, and workflow enhancementsEstablish quality governance process and ensure efficient and effective communications and organizationEstablish, manage and lead the Learning and Development function for the regionEnsure all training programs and content meet business and operations standardsDevelop and coach quality and training managers, Identify and analyze knowledge skill gaps and performance improvement opportunities and provide relevant training needsDrive consistency and best practice sharing of standard practices within the organizationRecruit, lead and develop direct reports. Ensure adequate support function staffing of highly experienced and well-trained personnel across all LOBsMaintains good working relations with clients and serves as the primary point of contact on Quality performance and process innovationCreate an inspiring team environment with an open communication culture

Ranchi, Jharkhand, India

Handling Training and Quality portfolio for the leading sectors like - Travel, Automobiles, Logistics, Banking, Food & Consumer Electronics.Responsible for giving end to end solutioning to run the training operations and deliver excellent learning for the overall accountsTransactional Quality deployment and continuous improvement drive along with Operations to exceed customer and client satisfactionHandling team of more than 50 Training & Quality professionals.Upskilling Individual and Performance Management for all the sectors defined

Patna, Bihar, India

Key business development and adding business to portfolio for overall growth to organizationMentoring, monitoring, guiding, and accelerating existing processes and teamOverall driving customer service delivery, client engagement and client servicing to existing line of businessManaging overall profit and loss for the accounts and drive profitability with optimum staffing and expenses

Patna Area, India

Managing after sales service operations for entire Bihar as service manager through multiple channel partners.

Jamshedpur Area, India

Handled 2 Contact centre Partners and Inbound Contact centre Operations for Tata Sky customer operations. Delivered superior class service at Contact centre through service Partner for Premium segment customers PAN India of Tata Sky

Jamshedpur Area, India

Worked as a Training Operations Manager for East, India and handled 3 contact centre partners to manage day to day training and development needs

Ranchi Area, India

•Collaborate with stakeholders and management at location and understand the training requirements for training LOB to ensure that the training contents are planned accordingly and are scheduled accordingly within timelines. • Periodically liaise with clients to understand their individual business needs to customize training refreshers accordingly.•Meet New Hire Training SLA with operations for training.•Ensure adequate staffing and deployment of team members for client engagement and training unit.•Establish performance goals and allocate resources efficiently amongst the training team for your LOB.•Adequately prepare the training team for LOB to enhance effectiveness of training delivery and better agent attrition management.•Fulfillment of Programs' TM requirements as per the pre-defined Quality framework and contractual requirements for LOB.•On time initiation of action plan and effectiveness of delivery with results.•Maintain a healthy QA:Associate Ratio and optimum Quality team deployment within your LOB.•Adequately prepare Quality team to enhance effectiveness and performance improvement initiatives and better retention management.•Participate and contribute to Workshops, and Training Programs.

Head Quality ,Training , Quality & Knowledge Management for Sales & CSD function, from Oct-2009 till Aug-11 as Assistant Manager Circle – Bihar & Jharkhand, Helped the contact centre team at Kolkata for entire setup of contact centre.• Responsible for end to end training and setup of CAF Agency before launch till date.• Responsible for end to end training for entire universe of Customer Service Department.• Created and updating of Knowledge portal on daily basis.• Created a special division called “Academy of Excellence”, focused on end to end solution for training & performance for the entire company.• Customer Satisfaction & Measurement Management leader for Bihar & Jharkhand circle• Rolled out I Care concept for Retailers & Distributors - A 24 hrs helpline catering all the needs for Retailers & Distributors.• Helping revenue enhancement team to enhance the revenue for the circle depending upon the health of the customers.• Frequent visits to the retails & distributor point for on the Job training of FOS, Distributors and coaching them to increase their performance in day to day business KPI.• Ensure sanctity of target setting process; timely setting of targets and communication to all concerned; motivate team to drive towards target• Conducting Train the trainers workshop on functional programs for Contact Centre/ZSM’s/ZCSD and other respective functions• Monitoring of productivity, target Vs. achievement for sales & Customer service business KPI by supporting with Quality interventions and knowledge management• Budgeting & Costing , administration and deployment of training for FSE/Distributors/CAF Agency/Customer Service Representatives for different functions• Driving initiatives to enhance the motivation and drive the business KPI for the different functions• Responsible for the end to end measurement of effectiveness of the training program for the different functions• Quality Monitoring & Outlier Banding

TRAINING & DEVELOPMENT, from April 2009 till Oct-2009 as Sr. Executive (Training Delivery & Knowledge Management), Circle – Bihar & Jharkhand, Deptt: - CSD• Part of the Launch team of MTS Bihar & Jharkhand team• Helped the contact centre team at kolkata for entire setup of contact centre• Done training and setup of CAF Agency before launch• Done training for the process & product for Sales Department• Trained the Entire universe of Customer Service Department• Created and updating of KM portal on daily basis• Roll out JKQ for CSD universe

Patna ( Bihar & Jharkhand )

TRAINING & PERFORMANCE SOLUTIONS, from March 2008 to April 2009 as an Executive (Trainer & Master Coach), Circle – Bihar & Jharkhand, Deptt: - CSD• Transited and promoted from Airtel Enterprise Services to Training CSD• Responsible for complete CSD training & Performance of Bharti Airtel Limited.• Assisting department for better customer experience through learning & development• Content development for the training, imparting the training to entire customer experience• Monitoring and doing Training need identification for all CSD vertical • Responsible for the awareness of product & Process and the key knowledge for individual• Responsible for enabling excellence in customer service• Key role area is to impart product training, customer delight, customer buying behavior, customer handling, and many more

• Worked on the roles of Bharti Airtel Limited.• Assisted customers with inquiries and resolved potential customer service issues• Responsible for resolving customer Q/R/C and to action upon them with in TAT.• Responsible for provisioning to all customers accounts as per the needs. • Able to handle team of approx 30-40 Team Members• Coordination with Inter departments, Escalation handling & resolution• Able to handle High Volumes with focus on quality.• Automation in existing processes & replication of best practices from other circles.• Target and Process Oriented with high Customer focus.• Doing the provisioning to the customer accounts through different tools, Arbor OM, CMS, BP and others.• Verifying and auditing the data for the agents doing the provisioning and rectification.• Maintaining the Quality and keeping the track record for the same.

Patna, Bihar, India

worked as a customer service representative for an outbound customer connect center.

Bachelor Of Commerce - Bcom, Business/Commerce, General

Matriculation

Activities and Societies: Drama Artist, Dance