Managing Complete Inbound Call center operation for Punjab, HP and J&K Circles- Prepaid, Postpaid, Data, Retailer/Distributors, Escalation Desk, Premium Category Customers Desk.Main KPIs1. C-Sat Improvement 2. Process & Call Quality3. To maintain Keys process KPIs4. New Project and Process Role out in Call center5. Cost Reduction and Revenue enhancement6. Vendor Management7. Timely conducting Business Review

Managed complete Outbound Operation for Haryana, Punjab, HP and J&K-Usage & Revenue Enhancement through Up selling, Customer Life Cycle Management processes and Retention Helpline-Inbound/OutboundMain KPIs-• 100% Data attempts & ensuring 100% agents occupancy and >85% agents productivity• >90% PTB and PKT scores• Maintaining Forced sale <0.25%• Incremental Contact & Conversion % as per given targets• Coordinating with marketing for Products and data management• Preparation of comprehensive monthly up selling plan with Marketing and Vendor• Budgeting and maintaining overall cost• Leading efforts to increase the successful leads closing• Regular Refresher and Training session for the Team to improve their performance• Timely sharing of analysis on Campaign efficacy with stakeholders for effective decision making• Regular Process VOC and Feedback sharing with stakeholders• Conducting VOC session with HODs and respective Verticals Heads • Conducting Health check survey and sharing feedback with respective process owners• Ensuring healthy relationship with Business Partner• Validating Invoices and ensure regular payouts to Business partners• Conducting Monthly/Quarterly Business reviews• Conducting Reward & recognition program from Idea end for the Team• Initiating Team Building activities in call center