Akbar Farishta

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.

• 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.

• 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.

• Date of Birth: 08/12/80
• Marital Status: Married

Black Belt Certification