Senior Manager – Operations & Contact Center - Pace Setters Business Solutions Pvt. Ltd
(2007-11)
Lead Operations, MIS, and Administration teams across Banking, Insurance, Collections and Sales portfolios. Manage client relationships, service delivery, productivity, revenue realization and operational efficiency. Drive process improvement, workforce planning, and recruitment and attrition control. Conduct business reviews and ensure achievement of client KPIs and SLAs.
MIS Job Experience - Pace Setters Business Solutions Pvt. Ltd
(2007-11 - 2016-03)
- Preparing Daily, Weekly & Monthly reports based on the requirement of Internal Management Team & Client Team
- Tracking the daily achievements and providing feedbacks to Non-performing Team member
- Presenting the Process performance to clients on Monthly & Quarterly basis
- Analyzing the Process flow and bad depths into the business and giving alarm to Operations Team
- HR MIS (Attrition Report, Fresher's Trainee Report (batch wise), Tenure Report, Employee Data base maintaince, Attendance Report, Process wise Report & Staff Joining, Left/Transfer Report)
- Strategic planning on daily operations to ensure better outcome in the operation
- Detailed study on Revenue leakage and analysis will be provided to Top Management
- Maintaining the entire process database
- Raised the invoices for all portfolios
- Maintaining the trackers on Profit & Loss to understand the current scenario
- Supporting clients to deliver their expected results
- Uploading the Calling queue on daily basis in the Dialer
- Generating the report from the Dialer on a daily basis
- Prepare the Dialer MIS Reports
- Checking the Receipt books tracker
- Allocate the NC cases given to field
- Uploading the field Feedbacks given by fos in field remarks file
- Prepare the Hands-off file for respected portfolios handling
- On daily basis telecalling feedback sent to clients
- Preparing the PPT Presentations for MBR, QBR & HBR with supporting Data and Analyzed points
- Preparing the PPT for Annual year meet of pan India
- MIS reporting by using MS Excel, MS Access & SQL at Operational and Client level
- Generate timely and accurate reports for analysis. Creating MIS/Dashboard report and presenting it to the concern Department
- Implement and analysis data to create daily, weekly, monthly, and quarterly reports
- Design/develop the agreed upon solution in MS Excel/SQL queries
- Implement practices and metrics to improve operational efficiencies
- Roll out different reports i.e. Efficiency, Collated Trackers, Analysis, Work Flow Report
- Handling SQL queries for data manipulation and retrieve on SQL server
- Extensive usage of MS Excel (Aggregate function, Vlookup, Pivot table, Ect.)
Call Center Manager - Pace Setters Business Solutions Pvt. Ltd
(2019-04 - 2021-03)
- Co-ordinate with Operations Team & Mis Team
- Planning and implementing Strategy
- Monitoring the performance of team, maintaining shift statistic to ensure efficiency in process operations and meeting of individual & group target
- Attrition control
- Monitors productivity of customer service representatives and generates reports
- Weekly & Monthly review with Operations & Quality team
- Supervise and motivate Team to achieve our performance
- Take fast action and resolving for compliant and queries
- Direct client interaction
- Drive recruitment process and personally coach, train and mentor direct subordinates and provide career development opportunities through training and quality management activities
- Tracking all Mis reports
- Monitor operations costs, budgets, Salary leakage, Revenue leakage, Billing to CTC and resources
- Planning and preparing monthly reports pertaining to finance required for maintaining office infrastructure and facilities
- Tracking Staff biometric attendance reports, Staff access card reports, Stationery items reports & Vendors bills
Computer Operator - Pacific Andes Enterprises Pvt. Ltd
(2006-07 - 2007-08)
