Dashrath Mohanty

Results-driven Operations with 18 years of progressive experience leading and optimizing domestic BPO operations across diverse industries including telecom, transportation, e-commerce, education, mobile, and automobile. Proven track record of streamlining processes, enhancing customer experience, reducing attrition, and driving SLA compliance. Adept at team leadership, process transitions, KPI management, and cross-functional coordination.

Hiring and staffing Planning to ensure optimum resources based on Forecast planning., Hosting call calibration sessions and conference calls on weekly performance with clients., Conducting weekly performance review using PIP (Performance Improvement Program) sessions and charting out IDP/POA (Individual Development Plan/Plan of action) for individuals in the team., Managing Metrics (Call report, ACD report and Data Analysis)., Drive account financials through team utilization, optimal staffing levels, schedule adherence., Analyze individual team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans (Individual development plan) in close coordinating with the Training Department, TM's, TL's, QA's, and Agents., Analyzing CSAT (Client Satisfaction) surveys and formulating plans to improve CSAT scores and provide effective feedback based on CSAT surveys., Monitoring & Evaluation of calls for Quality using CRM Software and giving effective feedback., Analyze Real Time reports from CRM software., Take active part in preparing the Quarterly Business Review and Monthly Business Review., Ensure productivity levels are maintained as assigned for all FTEs on agreed parameters., Understand Service Level Agreements of clients and ensure guidelines are met., Ensure the reports as specified are generated., Monitor Executives' performance and identify training requirements and handling staffing issues., Implement and monitor quality measures., Motivate teams to achieve the set Targets; and roll out Incentives for CSR's., Ensure that the team members are achieving the desired quality (Service Quality) levels., Identify training needs of individuals and provide coaching to them wherever required (TNA)., Coordination is done with the inter-departments to close the C/R/E within the TAT., Identifying improvement areas & recommending adequate measures to maximize customer satisfaction levels., Ensuring timely processing of customer bills; resolving critical billing issues., Coordinating with various internal support functions to ensure smooth business operations., Effective handling of all customer service issues & handling escalated calls on all company's products with support from all units including QRC, IT, credit control, etc., to ensure consistency., Responsible for managing a team that supports Operations functions through data Gathering, analysis, and process Coordination., Handling 3TL's, weekly reports, projection, forecasting and exceeding the Client's expectations by completing the Report and Target within the speculated time frame with zero errors/defects., Motivate teams to achieve the set Targets., Create and maintain healthy competition within the team., Understand Service Level Agreements of clients and ensure guidelines are met., Giving effective feedback to non-performers., Develop and maintain Client relationships, ensuring quality and performance., Conducting Structured Team meetings every month to review performance and projects undertaken by the Team., Taking initiatives through various programs that the team members adhere to all the policies and procedures to ensure that the teams adhere to all the quality tool and procedures., Hosting call calibration sessions and conference calls on weekly performance with clients., Managing Metrics (Call report, and Data Analysis)., Ensure the reports as specified are generated., Ensure that the team members are achieving the desired quality (Service Quality) levels., Rolling out Incentives for CSR's., Handle staffing issues., Provide all the necessary information to the team to carry out their job effectively through daily briefings., Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics., Ensuring high quality customer experience, and elevating customer satisfaction., Maximize the utilization of available resource by managing day-to-day man hours by proper scheduling of roster., Inspired each team member to perform and produce their best., Determined the duties and responsibilities of individuals in a team., Analysing the individual performance of each team member and motivated them to perform even better., Preparing every month TNA based on the sample call monitoring., Identify potential areas for grooming Team Members through regular assessments and mentoring., Organized training workshops to improve the performance of the members who were lagging in terms of performance., Analysed the assigned projects and distributed tasks to the members as per their area of expertise., Reported any problem or fault in the project to the project manager or supervisor., Offered solutions to the top management regarding project-related queries., Prioritising important tasks and ensuring they get done first and get done properly., Preparing daily agent wise defect report., Continuous Improvement Project: (1) Improving External Quality Score for SS 58% to 83% (2) External Quality Score improvement for CS from 51% to 91% (3) Escalations shown a decreasing trend from 23% to 2% (3) INTUIT TNPS has been increased from 58% to 74%, constantly meeting the target and has been rewarded thrice in last business year for over achieving the target (More than 75% against the target of 65%)., Monitor ATA (Audit the Auditor) calls to ensure positive customer experience and provide direct feedback on observed performance., Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity., Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team., Preparing Monthly, quarterly business review PPT's for internal as well as for clients., Coordinating with various teams & monitoring tasks against timelines., Evaluating the effectiveness of training programmes by developing pre/ post assessment programmes., Arranging Refresher Training for teams (Based on QA reports, client feedback, live monitoring)., Monitoring the performance of employees to ensure efficiency in operations and meeting of KRA's., Give mock calls to all trainees to access their knowledge and provide appropriate feedback., Aggressive follow-ups of un-resolved cases., Co-ordination with the team and other departments for timely resolution of customer queries.