Possess natural flair for developing strategies to enhance clients/ customer relations, quality process, process management, audit compliance, call barging, call monitoring and AHT Handling; excellence in overall quality management encompassing testing, usage of tools, making reports and presentations while implementing quality mechanisms to deliver the desired output.
• Dynamic & result oriented professional with rich cross-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.