ANKUR JAIN

• Leading a team of 20 Colleagues
• Meeting Service Level Agreements for all the processes
• SLA Reporting (Time to screen, Time to Source, Req Positing Timeliness)
• ADHOC and Daily / Monthly / Quarterly Dashboards
• Performance Management
• People Management
• Staffing and Production Planning / Forecasting
• Drove process improvements and innovations, optimizing operational efficiency
• Client / New Work Transition

Managed job postings on company portal

• Post the jobs on the Company portal and other No Cost Websites
• Req Management - Edit / Close based on the client requirement
• Job Notifications to all the CBOs & GBOs
• Posted job advertisements on paid websites, including Craigslist and Rocketpost.

Conducted candidate sourcing for open positions

• Screen & Source the candidate through Indeed, Monster, CareerBuilder
• Creating a candidate pool for our clients based on their requirement
• Maintaining Indeed conversion rate on monthly basis
• Reaching out to the candidates who have shown interest on the jobs

Facilitated onboarding process for new hires

• Review the hourly report for the new candidates
• Audit the I9 form and the submitted documents
• Reach out to the candidates in case of any missing / incorrect detail
• Candidate engagement through outbound / Inbound connect
• Connect with the candidate and schedule their visit to the branch
• Daily Follow up with the candidates in case of any issue / challenge

• Managed recruitment operations for global clients
• Managed job postings, sourced candidates, and engaged with talent to streamline recruitment process
• Developed automated dashboards and allocation trackers to enhance visibility and control over recruitment metrics
• Tracked and reported on SLA compliance using Cognos to ensure adherence to service level agreements
• Conducted error analysis (Pareto) and process improvements
• Maintained SOPs and ensured process standardization

• Managed work allocation and tracked daily operations to ensure effective team performance
• Handled client escalations and root cause analysis
• Conducted quality audits and facilitated feedback sessions to enhance service delivery
• Delivered training programs for new hires
• Published reports on CTQ, SLA dashboards, and scorecards to provide insights for performance improvement
• Supported team operations in the absence of manager
• Recognized for quality delivery and client satisfaction
• Achieved recognition through multiple performance awards, highlighting exceptional work and commitment to excellence.

• Managed work allocation and tracked daily operations to ensure team met deliverables
• Conducted quality audits and facilitated feedback sessions to enhance team performance
• Handled client escalations and performed root cause analysis to resolve issues effectively
• Delivered training programs for new hires
• Published reports including CTQ, SLA dashboards, and scorecards
• Supported team operations in the absence of manager

• Conducted transaction quality audits and generated reports to ensure compliance with standards
• Managed escalation desk, addressing issues to achieve lower error rates
• Led calibration sessions to standardize processes and improve team alignment
• Trained new hires and quality analysts
• Improved workflows and reduced turnaround time

Achievements:

• Received Best QCA recognition multiple times
• Recognized for exceptional client delivery and quality excellence

• Managed escalation desk, leading to reduction in error rates
• Trained new hires and quality analysts to ensure consistent quality standards
• Led calibration sessions for process standardization
• Improved workflows and reduced turnaround time
• Conducted transaction quality audits to enhance service delivery

• Resolved customer queries and escalations by providing timely assistance and solutions.
• Facilitated upselling and service migration to optimize customer experiences and service transitions.
• Led strategic initiatives to enhance customer experience across service channels.
• Managed cross-functional teams to streamline operational processes and improve efficiency.
• Developed training programs for staff to elevate service delivery standards.

• Delivered customer support for telecom services, enhancing user experience
• Handled escalations and facilitated customer education, improving service understanding