Description
Experience:
Manager - Operations, April 2011 to November 2011.
Genisys, Chennai,
* Managing a team of 220 Associates with a help of 1 AM and 11 Team Leaders for catering a leading telecom Giants
end to end process.
* Conducting Weekly Performance Reviews for the team and Joint review with Ops, L & D, Technology, HR, Support
Required, Joint Action Plan to address issues. Supervise and coach Supervisors on a weekly basis.
* Display customer centricity (internal and external) and ensure compliance with the communication and escalation
process defined.
* Contribute to short and long-term organizational planning and strategy as a member of the management team
* Increase the effectiveness and efficiency of Support Services through improvements to each function (HR, IT,
Finance) as well as coordination and communication between functions.
* Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
Manager - Operations, Feb 2007 to Feb 2010.
Firstsource Solution Pvt Ltd., Chennai,
* Ensure quality service delivery and meeting / exceeding SLA’s by proper monitoring and Control mechanisms.
* Monitor, on a daily basis, the performance of Process, the resources deployed, their adequacy, efficiency and optimal utilization.
* Realigning the staffing for the entire Operations team across the floor depending upon the actual call flow and Service
level agreement.
* Plan resources both Infrastructure & Manpower for operations based on existing processes, expansion plans,
attritions etc. and work out action plan in consultation with Head- Operations.
* Handled two Pilot Process, from recruitment to Operation Status.
Floor Supervisor and Client Services, June 2005 to Jan 2007. Wins Ltd, Hyderabad,
* End-to-end responsibility for the execution and day-to-day monitoring of the team’s performance on meeting the
quality standards and delivery targets as per SLA’s.
* Coaching, Mentoring and Training teams on various client information, updates and systems.
* Supporting the team as a floor resource, handling escalated calls and tracking unresolved issues ensuring Quality
Customer Service.
* Maintained and created of various MIS reports and Dashboards.
* Maintaining agent performance record to keep a track of the overall progress made by the agent on a timely basis.
* Actively monitor agent real time adherence to the schedule to ensure appropriate coverage is maintained on the
phones at all times
* Conduct team meeting, manage and continuously review performance of team members
Technical Support Executive, June 2002 to June 2005.
HCL BPO, Chennai,
* Providing Technical Support For a Leading ISP in USA
* Assisting Team Member in Trouble Shooting the issue
Nationality : India
Residential country : india
Date of birth : 15-11-1978
Address :
Language:
Language Known
Skills
Experience:
Reputed Company: May’2013 – Till Date
Program Manager Feb’2014 to till data
Hinduja Global Solutions
* Deliver the Services with defined Service Level Commitments, with operational
efficiency by following & applying the industry best practices for Web Chat &
Social Media Grievance for Leading Telecom PAN India.
* Drive the Escalation Management, Single point of contact for client for any
escalation, projects & communication
* Develop relevant, understandable and achievable yearly / quarterly objectives
based on the process needs, to be cascaded to team leads and defined on all
levels
* Ensure appropriate quality controls and adherence to standards of performance
through which Services are maintained, whether operational, administrative or
management activities and staff.
* Revenue Enhancement: Partners with other process leads on opportunities
within existing service lines for growth TO meet business objectives.
Training Center Manager May’2013 to Jan’2014.
Hinduja Global Solutions International Service Pvt Ltd
* Managing the Sourcing and Training Function for the Chennai Center, with a
help of a Training Manager and a Sourcing Lead.
* Vendor Management for Training and Sourcing, Perform as functional bridge
amongst external vendors as well as internal stakeholders.
* Help and coordinate vendor processes and methods to approve vendors.
* Ensure to track, measure, report and evaluate vendor performance.
* Implemented an umbrella management function that centralizes and
standardizes training and Sourcing team to provide the direction needed for
long-term scalability and consistency.
* Collaborated with Center management and Operations Team to provide for a
continuous feedback loop related to desired competencies, requisites, work
processes, etc.
* Prepared monthly marketing the sourcing Plan mix for the program and
conducts new employee orientation to foster positive attitude toward Company
goals.
Sr. Operation Manager/Center Head Feb’2012 to Jan’2013.
Vertex Customer Solution India Limited, Chennai.
* Overall responsibility for the Governance of administration, personnel, training,
operations and quality compliance of the Site/Centre.
* Handled the Manpower & Workload forecast and managed the site with 250
associates to 750 associates in just 6 months.
* Identified areas of concern in HR Recruitment & Induction process and
addressed high engagement with new joiners to reduce Induction drop-outs and
early attrition.
* Co-ordinate with internal Corporate Support functions for better and apt
execution. Planning revenue budget and allocating the same across the process
* Review with the VP & RH on the Center performance and the Revenue
profitability monthly. Provide functional support and direction to the Managers
and Support function leaders on customer needs.
* Designed various interaction forums for regular understanding of the process
requirement or updates if any and implementing the same in operations.
Education
-
2000
B.Com from University of Madras University
-
India
Career
-
05/2013 - /
Position: Program Manager
Employer: Reputed Company
Country:
-
05/2013 - 01/2014
Position: Training Center Manager
Employer: Hinduja Global Solutions International Service Pvt
Country:
-
02/2012 - 01/2013
Position: Sr. Operation Manager/Center Head
Employer: Vertex Customer Solution India Limited, Chennai.
Country:
-
04/2011 - 11/2011
Position: Manager - Operations
Employer: Genisys
Country:
-
02/2007 - 02/2010
Position: Manager - Operations,
Employer: Firstsource Solution Pvt Ltd
Country:
-
06/2005 - 01/2007
Position: Floor Supervisor and Client Services
Employer: Wins Ltd
Country:
-
06/2002 - 06/2005
Position: Technical Support Executive
Employer: HCL BPO,
Country: