Bikash Modi

More than 8 years of experience in leading, training, developing, and managing high-profile international operations environments.

• Handling a span of 10 leads supervising 200+ FTE by managing process KPI’s/SLA.
• Managing Queues using Live Ops & Live person dashboard, understanding of WFM tool (Aspect).
• Aware with functionality of Tableau Dashboard, Slack & JIRA.
• Six Sigma Green Belt Certified.
• Have good data analysis & interpretation skills.

Professional Competencies

🚀 Team Management: Successfully managed a team of frontline application support advisors, providing guidance and coaching to ensure consistent delivery of high-quality work. Conducted one-on-one sessions to understand individual challenges and proactively addressed them for improved team performance.

📊 Project Management: Led the implementation of new projects on a quarterly basis to enhance key performance indicators. Assigned project leads and monitored progress, producing detailed project closure reports with outcomes analysis. Facilitated resource allocation for client-specific projects, ensuring successful execution.

⏰ Attendance, Shrinkage & Roster Management: Meticulously managed team rosters to meet hourly requirements and maintain optimal intraday coverage. Implemented leave management protocols to keep external shrinkage within the target range (7-10%). Monitored and controlled auxiliary resource utilization to minimize internal shrinkage.

🤝 Client Relationship Management: Fostered strong client relationships through regular weekly and bi-weekly sync meetings. Actively engaged in client interactions, ensuring alignment with their needs and objectives.

📈 Business Reviews: Spearheaded the creation of quarterly and yearly business review presentations, assisting higher management in highlighting key achievements and performance metrics.

Personal Competencies

💡 Creative Thinker & Adaptable: Proactively anticipate and plan for future events, trends, challenges, and opportunities, offering innovative solutions. Adapt seamlessly to diverse and evolving situations, tailoring my approach to meet specific requirements.

🤝 Team Player: Strong advocate for team collaboration, fostering positive relationships with colleagues across various functions within the organization. Promote enthusiasm and motivate the building of strong professional relationships. Known for being high-energy, assertive, and decisive.

📊 Reporting & Analysis: Proficient in data creation and analysis using advanced MS Excel techniques. Skilled in developing and utilizing reports for KPI calculations and data bucketization.

• Handling team of 25 executives motivating them to give excellent customer experience.
• Achieving weekly production hours.
• Ensuring all key metrics of performance (ASAT, ORES, AHT) as per Client SLA are met and exceeded.
• Sharing daily reports indicating performances.
• Managing schedule adherence and meeting daily staff count.
• Ensuring minimal attrition and execute retention
• Institute creative and innovative Rewards & Recognition activities
• Manage and strengthen Client Relationship with constant issue reporting related to products and customer experience
• Prepare presentations on weekly and monthly performance review.
• Sharing ideas for program and organization development.