Call Center BPO - Free Resume Sample

• Dynamic & result oriented professional with rich ross-functional experience of XX years in handling entire BPO operations ranging from ensuring SLAs, SOP’s, Local work instructions, Process flows, Team Forecasting,Workforce Analysis, Basic Matrix Reporting and recruitment
• Gained significant people & project management skills, capable of managing members having distributed skill sets, ensuring judicious utilization of resource as well as ensure skill upgrade, competence management, career planning
• Exposure to Domestic & International business culture thereby having the ability to work in highly diverse environments with people from varied background; mentoring of the team members as well as maintaining TAT, Quality, Productivity and Behavioral aspects of the Team
• Distinction of steering improvement initiatives with focus on streamlining & managing operations with proactive planning, introducing new concepts, steering change, etc.

Core Competencies:General Accounting, Finalization of Accounts, MIS & Reporting Skills, Attention to Detail, Deadline - Oriented, Reporting Research Results, SFAS Rules, Confidentiality, Time Management, Data Entry Management and General Math Skills

• Handle & resolve escalations / customer complaints while in line with SLA and KPI’s in terms of Quality /Productivity / Escalations / Transfers; reporting SLA's, analysis on deliverables such as the Turn Around Time,Customer Satisfaction as agreed with the client
• Manage Inbound/Outbound & Back office and ensure their SLA/deliverables are in the line of customer requirement
• Involved in recruitment, training, inductions and on floor training for the agents. Conducting of continuous development training program and refresher training programs
• Identify and suggest areas of improvement on the process to higher management for review while regularly updating and providing performance related reports
• Deal with customers to determine requirements and resolve incidents
• Direct & indirect reporting for all functions and ensures their alignment to center as per the requirement
• Closely monitor the center profitability, EBIDTA & RPA while working with finance closely
• Conceptualize and introduce various activities/ programs/ contests to recognize best performers, enhance productivity and boost the morale of team
• Coordination with relevant departments/Union/Police/Labour office for smooth functioning at work
• Ensure customer centric operations and identifying areas for improving and enhancing customer service initiatives through implementation of feedback received from them

• Any existing systems/ processes streamlined???? Results obtained????
• Major assignments handled????
• Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
• Awards/appreciation letters received???? Other relevant achievements????

• Supervised calls from different desk and handling customer escalations and coordinate with other departments to resolve issues. Handling call calibrations and conducting training sessions for the team.
• Provided assistance and overall man management while working with Research and Development team.
• Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process
• Determined process gaps and designing & conducting training programs to enhance operational efficiency and retain talent by providing optimum opportunities for personal and professional growth
• Created best practice and knowledge sharing database to improve the overall quality & productivity;Raising CRF (Candidate Request Form) and conducting interviews for our team if required
• Established healthy business relations and developed excellent rapport to retain customers and provide technical guidance to Colleagues & customers
• Involved in compiling reports & reviewing project performance with Team Manager on weekly and monthly basis
• Accountable for conducting regular meeting with Team and Management to discuss volumes processed;preparing rosters as per desk utilization and maintaining Timesheets every month
• Supervised regularly various MIS log like productivity report Overtime, System down and Transport report with 100% correct data to provide feedback to the top management for effective rendering of services

• Any existing systems/ processes streamlined???? Results obtained????
• Major assignments handled????
• Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
• Awards/appreciation letters received???? Other relevant achievements????

• MS Office – Word, Excel & PowerPoint
• Internet Applications