Yateesh Kumar Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

EMEA & AAPAC Region

Bengaluru Area, India

Roles and responsibilities: Geographic or Functional point of contact for Relationship Manager(RM) and Program Manager’s(PM) of client Collaborate with client requestors on any change requests to agreed process and work with RM’s to address these changes. Track change request and report it on a monthly basis, work with RM’s to address these changes and standardize the process. Responsible to drive session management process, to document delivery process and execute new engagements and share feedback. Business Advisor to clients and help them in finding a solution. Responsible for any change management at process / geography level and work closely with operations team and drive process rigor and proactively manage any situations which can become escalations. Drive value projects for the client/organization across region / function. Provide data/information as needed to clients and Accenture leadership team. To provide business insights, upcoming changes and customer feedback to the operations team.

Bangalore

People Management Responsibilities:• To improve team’s capabilities & helping them with their development plan • Take initiatives towards streamlining process and help managing various metrics for the team• Act as a back-up to the AM for all operational deliverablesClient Customer Responsibilities:• Respond to Client queries and escalations on email• Attend all Client calls related to process updates and New offers discussed on a daily & weekly basis• Identify focus areas and RCA for ongoing issues to discuss with clients • Assist with responding to high priority and/or complex client requests to ensure that requests are handled quickly, correctly and appropriately• Work closely with the clients to identify and achieve their BOI’sProfile Summary:* Handling a team of 33 customer service agents* Helps manage day to day functions of the call center, mainly including handling of personnel related issues, managing SLAs and team performance* Monitor production, quality, claims turnaround and staffing* Manage weekly scheduling, planning as per volume forecasted* Prioritise and oversee activities of others to meet deadlines and quality standards* Interacts with client/users around specific work efforts/deliverables * Provide daily/weekly client and internal reports, operations-related issues and risks, performance improvement opportunities, and upcoming activities* Assist with team-specific activities, including productivity reports, attendance logs, end of shift reports, and other operations-related reports* Assist with special projects as needed including those given by the client

Bangalore Area, India

* Helps manage day to day functions of the call center, mainly including handling of personnel related issues, managing SLAs and team performance* Monitor production, quality, claims turnaround and staffing* Take initiatives towards streamlining process and help managing various metrics for the team* Act as a back-up to the TL for all operational deliverables* Respond to Client queries and escalations on email* Attend all Client calls related to process updates and New offers discussed on a daily & weekly basis* Assist with distributing process updates and new offers to team members to ensure accurate processing of work orders* Assist with providing ongoing performance support to new and/or underperforming team members, including coaching and remedial training* Assist with monitoring team and individual performance to ensure that required service levels are met, including turn-around-time, productivity and accuracy

Bangalore Area, India

* Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. * Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. * Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. * Primary responsibilities are focused on customer contact, not transaction processing