Dec 2014
Present
Operations Manager
Wipro
New Delhi, IN
HP Delhi Voice
- Plan and direct delivery of contractual SLA’s in a compliant manner.
- Manage client relationships strategically based on business objectives.
- Execute and perform activities on new client end implementations.
- Responsible for overall resource planning and management – Hiring, Training and Scheduling as per forecasted requirements
- Ensuring that RTA team monitors day to day call flow patterns, provides required real time oversight and takes appropriate actions to meet SLA and maximize efficiency
- Improve efficiency through improved schedule adherence, occupancy, utilization, shrinkage and AHT.
- Drive operational performance to improve customer satisfaction through effective forecasting, staffing and workforce optimization
- Assist, facilitate and support recruitment with the interview and selection process to maintain and improve on the quality of hiring
- Manage and develop a team of 7-10 Team leads \ Supervisors.
- Effectively navigate operational roadblocks and guide team to deliver on clients business goals in innovative ways.
- Prepare performance reports by collecting, analyzing and summarizing data and trends.
- Develop, coach and motivate agents and FLM’s to improve performance and foster a customer centric culture.
- Challenge and support employees in their development, use individual’s capabilities and potential for the benefit of the team.
- Evaluate individual performance, determine trends, analyze strengths and \ or weaknesses to develop training programs for improvement.
- Foster an inclusive work environment that promotes employee engagement and development at all levels using the performance management system.
- Run day to day management and serve as primary point of contact for the site.
- Planning, Governance and controlling implementations – Change management \ Crisis Management \ BCP. Ensure business practices are aligned with industry standards and defined guidelines
- Direct and manage internal and external clients.
- Review operation reports with internal stakeholders and client in daily \ weekly \ monthly \ quarterly meets.
- Maintain and improve performance by monitoring system performance, identifying and resolving problems, preparing and deploying actions plans, completing audits and analysis.
- Managing system and process improvement through quality assurance processes and initiatives.
- Create \ Perform analysis and deliver reports to identify recommendations for improvement – operational excellence
- Lead \ Manage implementation of new programs and process changes to reduce cost, improve customer service and optimize operations
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