Akbar Farishta
Sr. Director Operations
Mumbai
Summary
A competent professional with 19.5 years' experience in operations, client serving and team management with reputed BPO/Call centre establishments. Functional Senior Director driving proven results within BPO Industry. Manages complex occupational issues while meeting business objectives. Strong operational skills and solid experience regulating policies and managing budget expenditures. Collaborates with management teams and stakeholders to uphold company vision.
Overview
20
20
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Sr.Director Operations
Teleperformance
01.2024 - Current
- Plan different Strategies for Collections and Sales Analyze Trends to deploy innovative strategy
- Industry Best Practices deployment Work on TAP Framework
- Created an agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standard
- Championed continuous improvement initiatives to drive operational excellence within the organization.
- Achieved departmental goals by developing and implementing strategic plans and initiatives.
- Navigated complex regulatory environments to ensure compliance with local laws, standards, and regulations relevant to the business domain.
- Streamlined operations for increased efficiency with process improvements and automation.
Director Operations
Teleperformance
04.2021 - 12.2023
- To guide Strategy team to get optimum utilization of resource and get better resolution for Collections LOB Managing P&L Managing and Reviewing Business Operations To Drive Performance Management in the Business to get Optimum results
- Plan different Strategies for Collections and Sales Analyze Trends to deploy innovative strategy To meet customer service targets
- Monthly reviews with team Members on performance
- Client interaction
- Performance reviews & appraisals
- Industry Best Practices deployment Work on TAP Framework
Sr. Manager Operations
Teleperformance
09.2019 - 03.2021
- To guide Strategy team to get optimum utilization of resource and get better resolution for Collections LOB Managing and Reviewing Dialer Operations To Drive Performance Management in the Business to get Optimum results
- Plan different Strategies for Collections and Sales Analyze Trends to deploy innovative strategy To meet customer service targets
- Monthly reviews with team Members on performance
- Client interaction
- Performance reviews & appraisals
- Process documentation
- Coordinate & interact with Trainers, Q.C s and QRC team to improve team performance.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Mentored junior staff members for skill development and career progression within the organization.
Sr.Manager Operations
Teleperformance
06.2018 - 09.2019
- Manpower Planning along with WFM team with On ground Inputs Participate in Monthly Client Reviews
- Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- To meet customer service targets
- Monthly reviews with team Members on performance
- Client interaction
- Performance reviews & appraisals
- Process Recommendations To ensure that the project meets the SLA's.
Sr.Manager Operations
FirstSource Ltd./Vertex Customer Management Pvt Ltd
07.2014 - 05.2018
- To guide Operations team to get optimum utilization of resource and get better Customer Service
- Manpower Planning along with WFM team with On ground Inputs Participate in weekly roster call to ensure Proper SL delivery to Clients Participate in Monthly Client Reviews
- Analyze Trends to deploy innovative strategy To meet customer service targets
- Monthly reviews with team Members on performance
- Client interaction
- Performance reviews & appraisals
- Process documentation
- To ensure that the project meets the SLA's
- Coordinate & interact with Trainers, Q.C s and QRC team to improve team performance.
Manager Operations
FirstSource Ltd.
01.2012 - 07.2014
- To guide Strategy team to get optimum utilization of resource and get better resolution for Collections LOB Managing and Reviewing Dialer Operations To Drive Performance Management in the Business to get Optimum results
- Plan different Strategies for Collections and Retentions
- Analyze Trends to deploy innovative strategy To meet customer service targets
- Monthly reviews with team Members on performance
- Client interaction
- Performance reviews & appraisals
- Process documentation
- Coordinate & interact with Trainers, Q.C s and QRC team to improve team performance.
Asst. Manager Operations
FirstSource Ltd.
01.2010 - 12.2011
- Liaisoning effectively with internal customers (Hiring, Training, Quality, HR, Technology and Transitions) to ensure a smooth working environment Capacity Planning and workload balancing
- Analysis of various MIS to monitor performance
- Championing change and promoting collaborative way of thinking and working
- (Operations Lead on change management and process migration) Handled process such as Voluntary, Involuntary churn & Collection bucket zero
- Revenue Generation for given process & maintain track on it as per target
- Measuring performance of the team for e.g
- Performance appraisals, confirmation and ongoing feedback and training and Building effective vertical and horizontal communication channels
Team Leader Operations
Firstsource Ltd.
04.2008 - 12.2009
- Managed team of around 20 associates in 0 bucket with different portfolio which comprised from MNG & Gujarat
- Handled portfolio of around 1Lac accounts with cumulative performance of 98% resolution
- Along with team handling an ADHOC process for client, which work as a backend team and provides resolution to customers by Interacting with clients to understand their requirements and deliver the same effectively
Team Leader Operations
Sparsh Ltd.
12.2006 - 03.2008
- Managed sales process for Hindustan Lever Sangam Direct
- The Process deals with Telephonic shopping for groceries
- Handled Cold Calling Process with 25 associates.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Customer Support Associate
Spanco Telesystems & SolutionsMumbai
09.2004 - 12.2006
- Supported continuous improvement initiatives within the department by actively participating in feedback sessions, process reviews, and team meetings focused on enhancing performance standards.
- Contributed to increased sales by upselling products and services when appropriate during support interactions.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.
Education
Skills
Plan targets, monitor numbers and achieve overall targets on a daily, weekly & monthly basis to meet delivery requirements
Finance Management- Managed P&L for Account till GMB Level
Reviewing P&L account on monthly basis
Regular interventions on CBA-Cost Benefit Analysis
Regular interventions on indirect Costs to improvise Profitability
Certifications & Projects
Black Belt- Lean Six Sigma
Great Manager Certification
Six Sigma- Normalization/First Contact Resolutions- FCR
Tech Innovations- Man Machine/Voice BOT/Virtual Mobile Number /Speech to Text
Cost Reduction-Telecom Cost Reduction/DRA Cost Reduction
Proactive Escalation Management – Project TATPAR
Operations Management
Leading team of 8 Managers, 13AMs, 60 team Leaders with 1200 agents in operations including monitoring & governing the transaction process
Troubleshooting any errors arising in the process and ensuring error-free day beginning and day-end activities
Reviewing operational processes and leading the implementation of process changes in order to ensure higher operational efficiency and optimal resource utilization
Forecast workload and schedule staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines
Prepare reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters
Monitor overall functioning of process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
Quality & Compliance
Ensuring adherence to quality parameters and guidelines in the execution of daily operational activities
Maintaining compliance with SLA terms, agreed upon with the customers
Handle effective relationship management, review performance on periodic basis, check client satisfaction and extend the relationship accordingly
Leading team of Manager, AMs and Team Leaders and providing them guidance and support for eliciting optimum performance levels
Create and sustain an environment that fosters development opportunities & motivate high performance resulting in improved efficiencies
Plan targets, monitor numbers and achieve overall targets on a daily, weekly & monthly basis to meet delivery requirements
Accomplishments
- Call Centre Champion League Winner for consecutive 5 years
- Lean Six Sigma Blackbelt Certified by KPMG
- Successful deployment of TAP Project Man Machine.
- Successful deployment of Tech Project S2C to improve Connectivity
- Voice BOT Deployment for Banking Collections
- FCR Project for Banking Collections
- Initiated E-learning along with Training Team
- Recovery Collections Improvement
- E Commerce Collections Performance improved lead to additional business
- IVR and Inbound deployment in Banking and Ecommerce Collections
- Autosales performance improved from 23 Lacs to 65Lacs per agent
- TP Heroes Awarded for 2021
- Received Best Process Head Award for JFM'14
- Received Best Manager Award for Continues 2 Quarter OND and JFM
- Achieved less than 7% Attrition and 11% Shrinkage for consistent 2 years.
- Received the Best Team Leader award 3 times
- Received Best Quality Team for the month of March and April.
- Received Best Retainer Award for the month of July 2008
- Highest Quality Scoring Team from April08 to March 2009.
- Successfully handled Rom Circle in the absence of Manager for the month of June.
Job Profile
- Sr. Director Operations - (Teleperformance), 01/24/24, Present, To guide Strategy team to get optimum utilization of resource and get better resolution for Collections LOBManaging P&LManaging and Reviewing Business OperationsTo Drive Performance Management in the Business to get Optimum results.Plan different Strategies for Collections and SalesAnalyze Trends to deploy innovative strategy.To meet customer service targets.Monthly reviews with team Members on performance.Client interaction.Performance reviews & appraisals.Industry Best Practices deploymentWork on TAP Framework
- Director Operations - (Teleperformance), 04/21/21, 12/23/23, To guide Strategy team to get optimum utilization of resource and get better resolution for Collections LOBManaging P&LManaging and Reviewing Business OperationsTo Drive Performance Management in the Business to get Optimum results.Plan different Strategies for Collections and SalesAnalyze Trends to deploy innovative strategyTo meet customer service targets.Monthly reviews with team Members on performance.Client interaction.Performance reviews & appraisals.Industry Best Practices deploymentWork on TAP Framework
- Sr. Manager Operations - (Teleperformance), 09/19/19, 03/21/21, To guide Strategy team to get optimum utilization of resource and get better resolution for Collections LOBManaging and Reviewing Dialer OperationsTo Drive Performance Management in the Business to get Optimum results.Plan different Strategies for Collections and SalesAnalyze Trends to deploy innovative strategyTo meet customer service targets.Monthly reviews with team Members on performance.Client interaction.Performance reviews & appraisals.Process documentation.Coordinate & interact with Trainers, Q.C s and QRC team to improve team performance.
- Sr.Manager Operations - (Teleperformance), 06/18/18, 09/19/19, To guide Operations team to get optimum utilization of resource and get better Customer Service. To guide Operations team to get optimum utilization of resource and get better Customer Service.Manpower Planning along with WFM team with On ground InputsParticipate in Monthly Client Reviews.To meet customer service targets.Monthly reviews with team Members on performance.Client interaction.Performance reviews & appraisals.Process RecommendationsTo ensure that the project meets the SLA's.
- Sr.Manager Operations -(FirstSource Ltd./Vertex Customer Management Pvt Ltd), 07/14/14, 05/18/18, To guide Operations team to get optimum utilization of resource and get better Customer Service.Manpower Planning along with WFM team with On ground InputsParticipate in weekly roster call to ensure Proper SL delivery to ClientsParticipate in Monthly Client Reviews.Analyze Trends to deploy innovative strategyTo meet customer service targets.Monthly reviews with team Members on performance.Client interaction.Performance reviews & appraisals.Process documentation.To ensure that the project meets the SLA's.Coordinate & interact with Trainers, Q.C s and QRC team to improve team performance.
- Manager Operations -(FirstSource Ltd.), 01/12/12, 07/14/14, To guide Strategy team to get optimum utilization of resource and get better resolution for Collections LOBManaging and Reviewing Dialer OperationsTo Drive Performance Management in the Business to get Optimum results.Plan different Strategies for Collections and Retentions.Analyze Trends to deploy innovative strategyTo meet customer service targets.Monthly reviews with team Members on performance.Client interaction.Performance reviews & appraisals.Process documentation.Coordinate & interact with Trainers, Q.C s and QRC team to improve team performance.
- Asst. Manager Operations -(FirstSource Ltd.), 01/10/10, 12/11/11, Liaisoning effectively with internal customers (Hiring, Training, Quality, HR, Technology and Transitions) to ensure a smooth working environmentCapacity Planning and workload balancing.Analysis of various MIS to monitor performance.Championing change and promoting collaborative way of thinking and working. (Operations Lead on change management and process migration)Handled process such as Voluntary, Involuntary churn & Collection bucket zero.Revenue Generation for given process & maintain track on it as per target.Measuring performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training and Building effective vertical and horizontal communication channels
- Team Leader Operations -(Firstsource Ltd.), 04/08/08, 12/09/09, Managed team of around 20 associates in 0 bucket with different portfolio which comprised from MNG & Gujarat. Handled portfolio of around 1Lac accounts with cumulative performance of 98% resolution.Along with team handling an ADHOC process for client, which work as a backend team and provides resolution to customers by Interacting with clients to understand their requirements and deliver the same effectively
- Team Leader Operations -(Sparsh Ltd.), 09/04/04, 03/08/08, Managed sales process for Hindustan Lever Sangam Direct.The Process deals with Telephonic shopping for groceries.Handled Cold Calling Process with 25 associates.
Personal Information
- Date of Birth: 08/12/80
- Marital Status: Married
Certification
Black Belt Certification
Timeline
Sr.Director Operations
Teleperformance
01.2024 - Current
Director Operations
Teleperformance
04.2021 - 12.2023
Sr. Manager Operations
Teleperformance
09.2019 - 03.2021
Sr.Manager Operations
Teleperformance
06.2018 - 09.2019
Sr.Manager Operations
FirstSource Ltd./Vertex Customer Management Pvt Ltd
07.2014 - 05.2018
Manager Operations
FirstSource Ltd.
01.2012 - 07.2014
Asst. Manager Operations
FirstSource Ltd.
01.2010 - 12.2011
Team Leader Operations
Firstsource Ltd.
04.2008 - 12.2009
Team Leader Operations
Sparsh Ltd.
12.2006 - 03.2008
Customer Support Associate
Spanco Telesystems & SolutionsMumbai
09.2004 - 12.2006