Vishal Shah Email & Phone Number

Ahmedabad, Gujarat, India

I lead the Governance, Risk, and Compliance initiatives at Ascendum Group in India, as well as at AssureCare Healthtech India. Additionally, I am responsible for managing all crucial client engagements and relationships within our domestic business.

Ahmedabad Area, India

Ahmedabad Area, India

Ahmedabad Area, India

• Handling a process & team leaders, trainer, QCs with client management.• To ensure desired customer delight by providing satisfactory response to the customer/client.• Manage customer interaction through various point of contact like inbound voice ,outbound calling, web-chat service, Android application and emails.• To monitor and review performance metrics for achievement of objective.• To effectively manage contact center operations for constant performance achievements.• Ensure an effective management of shift wise operations and prepare contingency plans.• To track and ensure closure of complaints.• To identify improvement opportunities and steps in work processes.• Maintaining the daily report of KPI/KRA for review/presentation.• Daily/weekly/monthly scheduling rosters & action plan for non-achievement parameters.• Controls inventory, handles logistics, interviews and supervises employees.• Analysis of MIS reports & doing RCA for achievement in each parameter to full fill client requirement. • Motivational activity or on floor appreciation to enhance employee satisfaction or engagements. • Conducting team leader’s review & initiate extra task for process improvement.• Auditing the live calls & web chat in the presence of team leader & Voice of customer will be provided to the client to increase customer satisfaction or to full fill customer demand.

Ahmedabad Area, India

 Handling team of 20 Agents. Where I maintain their daily and Monthly performance which includes ACHT, Quality, Sales count, Sales conversion %, C-Sat, RPC (right party contact). Publish hourly and EOD sales report. Floor audit, Call listening activity. Motivate and inspire team members to achieve team goals. Analyze data for sales conversion and RPC  Run Champaign for fresh data and target calling as per requirement. Cross check data when data comes from circle team and fill the field like handset and area of customer. Co-ordination with dialer team to run data as per requirement of circle team.  Maintain shrinkage, absentisum, floor discipline and attrition Attending operation reviews and set target and share action plan to achieve the target. Calculate Manpower requirement

Ahmedabad Area, India

 Handling team of 30 Agents and 2 Team Coach. Where I maintain their daily and Monthly performance which includes AHT, Quality, Calls Answered, MAFI (Major Area for Improvement), C-Sat, FTR (First Time Resolution), Communication, SAR (Schedule Adherence report), Up selling. Preparing DBP (Daily Briefing points) for entire center. And to check efficiency of Briefing. Floor audit, Call listening activity with team coach for their respective team member. Help to team coach in Conducting various training sessions related to Process, Product and Organization as well improving inter-personal skills of agents. Motivate and inspire team members to achieve team goals. Handling Skilling as per call flow in particular process to achieve SL. Monitoring calls and giving feedbacks on a daily basis to ensure the work is done in accordance to the process guidelines. Preparing CIR Report. Coordinating with the clients for any new process/product updates & real-time problems to customers; floor updates; Major concerns or issues to customer / Agent Assuring team member met with their up selling target on daily basis Out call to customer as per VOC (Voice of Customer like any staff related complaint).

Vadodara Area, India

 Handling team of 9 SME of nesting and teach them how to give feedback & daily updates within timeline Taking Quality related session & Soft skill Session for Agents as well for AHT. Making Org- Chart and Master attendance as well as performance data  To check data and move them to operation those agent who met the pre-decided targets. Scheduling and optimization for better agent utilization. People / Performance management of a large team. Ensuring targets are met Reducing Attrition. Direct reporting to Operation Manager and client interaction

Vadodara Area, India

 Handling team of 20 Agents where I maintain their daily and Monthly performance which includes AHT Quality, Calls Answered, Fatal count & ICE Handling the total Headcount of the process for the process data., Coordinating with the Work Force Management Center to handle & controlling Login, schedule adherence, break Management, Service Level, Call answer Level Conducting various training sessions related to Process, Product and Organization as well improving inter-personal skills of agents. Motivate and inspire team members to achieve team goals. Assuring the team members get the necessary learning and training. Coaching & mentoring the team members to ensure better individual performance. Monitoring calls and giving feedbacks on a daily basis to ensure the work is done in accordance to the process guidelines. Conduct appraisals for the team members on a yearly basis. Meet the required Service Level Agreement set for the process. Coordinating with the clients for any new process/product updates & real-time problems to customers; floor updates; Major concerns or issues to customer / Agent Take briefings and refreshers for team members. Generating team MIS reports. Ensuring completion of various tasks such as Quiz; Tests and other training programs as required by clients Active participation in various programs conducted by HR or Administration.

Ahmedabad Area, India

 Coordinate with TL’s for Daily Agent Performance. Handling the Quiz performance of the complete floor as an SPOC. Resolving Query of C.S.R. online. Break management for floor. Taking Escalation Call and providing complete resolution as well making outbound call as per request for call back.