Suriya B A Narayan Email & Phone Number

Hyderabad, Telangana, India

Hyderabad Area, India

Hyderabad Area, India

* Actively Handling the Recruitment life cycle for different cleintele* Effectively Interact with Clients regarding their sourcing plans & understand their Job posting requirement and translating them into sourcing specifications.* Source out candidates through job portals, referrals, internal database and complete initial telephonic screening.* Widely focus on candidate and the client experience during the recruitment process and ensure that their experience is enjoyable and pleasant regardless of outcome. * Give timely feedback directly to candidates and managing candidates' expectations through the process.* Meet established metrics for sourcing, offers and hires and ensure the on boarding process is complete.* Build and maintain an active pool of candidates to meet future hiring targets in an effective manner

Hyderabad Area, India

Available Soon

Hyderabad Area, India

Major Responsibilities include but not limited to- Administration of communication to and from Operations and other support departments- Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources- Track, analyze and report time entries of associates for variances / deviations to standard requirements- Analyze and report historical data and trends and develop forecast models to support hiring & staffing decisions.- Manage employee information changes liaising between Onshore and Offshore stake holders- Involved in translating Organizations goals by establishing policies and procedures for the operation's performance, objectives, quality and cost- Support with data analytics for strategic Decision Making initiatives by the executive Leadership team.- Drive initiatives in the team and organizationally that contribute to operational excellence- Defining, streamlining and automating the operational process and/or improvising the current process- Ensuring seamless delivery of services from support groups for workforce management, capacity utilization & reporting- Monitor, Control and Correct Monthly billing variances for the Group

Hyderabad

• Involved actively in Migrating the New Capacity Planning Process from Onshore.• Leading and Managing a Team of 7 FTE (Team Leaders) cross Location (Hyderabad and Gurgaon).• Liaison with the LOBs and transition new Capacity Planning models and Reports followed by Training, Educating and directing the team on new analytical reporting requirements.• Design and publish new predictive forecasting Capacity Models (Volume vs FTE) supporting the business in work force planning and financial costing.• Review, Research and Implement enhanced volume forecasting (Operational & strategic) methodologies to the existing Capacity Models• Perform Bi Annual Pay for Performance reviews for the team.

Hyderabad Area, India

Design, Development and compilation of new performance metrics reporting models and Dashboards for the Global Servicing Teams.Analysis and research on the KPI metrics and presenting the same to the Senior Leadership Team. Training, Educating and directing the team on New analytical reporting requirements after liaison between the Client and team members.Validation and certification of the Contact Center Call flow design and Architecture for new site implementations.Maintenance and management of the Onsite Reporting Server hosting SQL Database.Initiating and instigating automation methodologies saving time and increasing accuracy of team’s analysis and reporting.

Hyderabad Area, India & Herndon, Va

Planning, Creating, implementing, managing and archiving of databases as per the process requirements.Query and Report generation from the database using SQL and PL/SQL skill set to cater the Ad hoc requirements of client.Creating and implementing new process flows to co ordinate the reporting requirements of our clients with our vendors.Weekly, Monthly and End of Campaign Performance Reporting to Internal CCS Administration based on various measurable deliverables.Documentation of process work flow, internal database operations and key operating instructionsStreamlining and ensuring secure data transfer from the Vendor to the Clients using advanced PGP based encryption.Effecting timelines for client based data requisites and instigating them before the timelines by coordinating with the involved internal and vendor side resources.

Hyderabad Area, India

Preparation and Publishing the Daily KPI Report of all the client service centers operating at Jacksonville, Brea, Charlotte , Concord, New Jersey, Connecticut, Richfield park and the North West. Analysis of the call flow and performance on a daily basisWeekly update of the Client Service Centre Performance on the servicing part and Implementation part with the weekly status and RGY spot lighting performanceAutomating the Daily / Weekly update portion of reports using VBA in Excel and SQLAnalysis and reporting of client requirements on MIS reports.Monthly updating of the Hoshin Score Cards of the Onshore Senior Leadership Team and their Regional Managers.Offering New Proposals for the Functional MIS and automationDesigning Customized reports on the Centre VU AVAYA CMS Supervisor.

Hyderabad Area, India

Preparation and Publishing the Daily Dashboards and BPO Pulse reports externally to the clients.Analysis of the IVR Usage ReportsUpdate, Analysis and reporting of the Operations Health in terms of Agent Utilization, Shrinkage, attrition %, absenteeism, Calls / CCE, calls / Seat, Seat Utilization, Idle time %, Teeth to tail ratios and various other parameters.Weekly update of the Contact Centre Performance to the Vice President and Bi weekly to the COO.Root Cause Analyses on the reasons beyond any non-performance.Publish the Quality Dashboard to the clients.Calculation of the KPIs for Invoicing.Preparation and Presentation of the Monthly Executive MIS to the Leadership team.Analysis of the Call flow Architecture and variances in the same at VDN level, IVR Level and CCE Level.Analysis and interpretation of the internal reports published by the individual Operations MIS team.Designing Customized reports on the AVAYA CMS Supervisor