As a Centre Head I’m responsible for overall day-to-day management of the centre, optimize revenues and meet enrolment targets for different programs. I have to also ensure customer satisfaction & outstanding student achievements in board and competitive examinations at all levels for the centre by way of meticulous service delivery of all applicable programmes.Ensuring that excellent rapport is built and maintained with all institutions associated with BASE for the centre.Responsible for creating an atmosphere of learning, development and growth within the centre for the employees and also to ensure employee satisfaction.

Reporting to: Head Operations and Head Corporate planning and strategy,As a Centre Head I’m responsible for overall day-to-day management of the centre, optimize revenues and meet enrollment targets for different programs. I have to also ensure customer satisfaction & outstanding student achievements in board and competitive examinations at all levels for the centre by way of meticulous service delivery of all applicable programmes.Ensuring that excellent rapport is built and maintained with all institutions associated with the centre. Responsible for creating an atmosphere of learning, development and growth within the centre for the employees and also to ensure employee satisfaction.Chief Tasks HandledCounselling students and ParentsWorking closely with the marketing team to generate leads for enrolment Conversion of leads to enrollment by meticulous follow up Ensure flawless implementation as per Calendar of Events of all programmes of the center (e.g. holding events, classes, data capturing, storage, analysis, reporting, actions, time tabling, venue adjustments, conduct of tests, evaluation, settlements, communication, reviews, etc) by constant interaction and coordination with the academic and non academic teams. Resource planning, mobilization, deployment, monitoring and ensuring that all programme objectives - short term and long term, as planned by the corporate team - are met at the centre level.Chalk out day / week / bimonthly / monthly / quarterly /half yearly / yearly service delivery plans for the centre in full alignment with the Program Manager & Head Academic Operations.Maintaining excellent rapport with all associated institutions where classes / tests / events etc are held so that general hygiene is maintained and delivery at the locations happen in a hassle free manner.

Reporting to: Regional Manager and Divisional Head Educomp Solutions Limited is a leading Educational services provider and the largest education company in India. Chief Tasks Handled Manage a team of 30 members spread across different schoolsLiaise with the school management and ensure the process operates efficientlyConduct training's for teachers at regular intervals and ensure they are able to operate the systems independentlyProvide lead to the business development team for acquiring new clients and also expanding existing clientsResponsible for undertaking continuous process improvement activities/ projects.Responsible for timely collection of payment from the clients.Hold team meetings on a regular basis with the direct reportsCommunicate all process changes to direct reports within specific timelinesProvide hands-on assistance to my team in case of issues, both, through direct intervention and mentoring.Responsible for leading the business reviews within the process and with the client.Ensure higher level absorption of the program by teachers and schoolTraining sessions on smart class & pedagogy for schools and staffReview audits and training sessions for existing schoolsMeet program extension and renewal targets

Reporting to : Director OperationsOcwen Financial Corporation is a leading provider of residential and commercial loan servicing, special servicing and asset management services. Ocwen is headquartered in Atlanta, Georgia with offices in West Palm Beach and Orlando, Florida and Washington, DC and support operations in India and Uruguay.Chief Tasks Handled Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.Providing floor support to new hires during their OJT (On job training) within the process to build process knowledge, reduce TAT and also achieve team as well as individual goals.Interacting with employees to plan their development and evaluate the progress made as well as providing development opportunities, coaching, and resources. Coaching and mentoring people helping them in career growth; resolving interpersonal conflicts.Ensuring adequate manpower on the floor through out the shift through break rosters

Reporting to Operations ManagerMphasis BPO is one of the leading Business and Technology solutions providing Company in the world. Mphasis BPO, service clients in Financial Services & Insurance, Manufacturing, Healthcare, Communications, Government, Transportation, and Consumer & Retail industries worldwide. It is one of the most respected BPO in India.Chief Tasks HandledAccountable for the delivery of service for the Customer Care and response Team against the SLA parameters specified by the client.Drive productivity by continuous process improvements and quality projects.Developing of Standard Operating Procedures for the Business.Weekly conference calls with customer in UK, to discuss the week’s performance.Responsible for smooth operation of shop floor, which requires inter departmental co-ordination i.e. HR/Training/technology and Administration.Performance management of the team. Coaching and mentoring people, helping them out in career growth. Resolving interpersonal conflicts and counseling.Responsible for handling all the functionality of UK CCR departmentManage manpower availability throughout the shift through break rosters.Weekly calibration session with UK and internal quality team to achieve zero variance in score.Answer escalated queries.Managing work TAT to be within 1 day.Preparation, accuracy and timeliness of all Client specified reports.Effective management of the leaves to ensure adequate manpower on the floor.Ensure availability of latest knowledge on Products across the Team.Ensure Product Knowledge on all Products / services supported by the Call Center.Identifying personnel eligible for any rewards and recognition programs and define career graphs for associates, Conducting Appraisal reviews