Cooking
Amit Vikram Jha
Sr Manager Operations
Delhi ,Delhi
Summary
Practiced Call Center Manager with more than 11 years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within call center environments, continuously surpassing goals while complying with company standards and mission.
Proficiency in Operations Management/Customer Service and Relations / Project Management / Client Services / Behavioral & Product training / corporate communication / Training and development /Recruitment & HR/Talent Engagement / R&D
Overview
3
3
Languages
8
8
Certifications
16
16
years of post-secondary education
13
13
years of professional experience
Work History
Call Center Manager
Teleperformance India, Teleperformance
Gurgaon, Haryana
01.2010 - Current
- Is a global company, worldwide leader in multichannel customer experience Role: working as Senior Manager Operations (Call Center Manager)
- Worked as Manager Operation from 2016 to 2019
- Asst Manager Customer Care) in June of 2012 and Later ACCM (Asst Contact Center Manager) in June 2014.
- Joined in January 2010 internally promoted from TSA in Feb 2010 to Lead TSA II for SanDisk LOB - Was promoted as Subject Matter Expert from Lead Support Associate in June 2011
- Completed Six Sigma YB/GB/BB programs.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 200-member management team with related direct reports.
- Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
- Implemented policies and standard operating procedures for continuous improvement.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels like RPA Implementation and Cost Saving techniques
- Evaluated upcoming program plans to forecast expected resource needs.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
- Managed communications during major technology outages, natural disasters, virus outbreaks, frame cloud outages and network device outages.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Coordinated with RPA developers to evaluate and improve software and hardware interfaces.
- Collaborated with developers and performance engineers to enhance supportability and identify performance bottlenecks.
- Partnered with team members, including Managers and Asst Managers to minimize project delays.
- Collaborated on all stages of systems development lifecycle, from requirement gathering to production releases.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Planned and managed full cost saving project lifecycles, from conception through final completion.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Facilitated completion of deliveries and verified all documentation.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
Sr. Associate
Wipro, Verizon LOB
Delhi, Delhi
03.2008 - 01.2010
- Worked for Wipro BPO for 22 Months as Sr.Tech Support Associate
- Worked on Voice, Chats and Email LOBs
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Assisted callers to achieve organizational goals.
- Obtained knowledge on how to operate various pieces of equipment.
- Resolved caller issues quickly and thoroughly.
- Liaised between new customers and various departments throughout organization.
Education
10th And 12th Std - Science
04.1993 - 04.2005
Bachelor of Science - IT
04.2006 - 07.2009
Diploma - IT
07.2005 - 07.2006
Skills
Customer RetentionEmployee retentionsOperations ManagementTraining & DevelopmentEmployee EngagementTalent Acquisition
CRM Updation
Analytical SkillsCoachingCounselingClient Management
Data AnalysisKnowledge managementTeam buildingSOP and Action Plan
Presentation SkillsProblem-solving skillsQuality controlReportingKPI Management
SLA Management
Strategic Leadership
Documentation and reporting
Performance improvements
Process updates
Employee engagement
Productivity Standards
Client communication
Gathering information
Payment processing
Performance improvement
Lean / Six Sigma
Six Sigma methodologies
Call center operations
Accomplishments
- Best AMCC Award (5 times)
- Best ACCM Award (9 Times)
- Best Manager Operations Pan India (3)
- Best CCM Sitelevel and Pan India (4)
- Multiple awards and accolades
- Multiple client appreciations
Additional Information
- Presenting WBR, MBR and QBRs to the clients
- Drive Team adherence and manage monthly scheduling
- Manage key business metrics like SLA's and CSAT
- Run reports & conduct a thorough analysis of SLA misses
- Generate dashboard and scorecards for the Team for review Performance management and appraisals for the entire Team.
- Weekly Reviews to the Clients on key deliverables
- One-One with the team and schedule Team meetings./Feedback and Coaching Knowledge management for the team and quality control
- Apply performance management strategies - action plans, BQ planning Responsible for people/employee career development
- Managing the product listings on various online stores and market places Hiring and team building
Certification
EU Data Protection Regulation
Interests
Watching Movies
Timeline
Great Manager Institute GMI Trained and Certified
07-2020
Call Center Manager - Teleperformance India, Teleperformance
01.2010 - Current
Sr. Associate - Wipro, Verizon LOB
03.2008 - 01.2010
NIIT (KUVEMPU) - Bachelor of Science, IT
04.2006 - 07.2009
NIIT (GNIIT) - Diploma , IT
07.2005 - 07.2006
Kendriya Vidyalaya V 39 GTC - 10th And 12th Std, Science
04.1993 - 04.2005