DEEPAK SHAKYA

Seeking challenging assignments in Process Management, Client Servicing, Quality Management Training & Development with organisation of repute.

• Process Design & Management
• Setting up of Call Centre for AECC GLOBAL Australia for India, Indonesia, Malaysia & Bangladesh.
• Integrated 27 branches Pan India with the Central Call Centre at Gurgaon.
• Ensure team members are clear on quality and service performance expectations, and are striving to exceed these expectations
• Assist/support team members with personal development planning.
• Effective monitoring of advisors and providing instantaneous feedback on productivity issues where required
• Maintain accurate and updated knowledge of all contact centre procedures and systems
• Investigate and action complaints where needed, often in the capacity of manager.
• Provide expert assistance to team members on product and escalations and assist team members with customer complaints, where necessary.
• Ensure staff technical, product and process knowledge meet minimum standards.
• Analyse performance information/statistics on a daily, weekly and monthly basis, identifying trends at individual and team level. Address performance issues identified in an appropriate and timely fashion.
• Work with the quality management team to understand the quality of team member work handling skills.
• Use the same performance information to provide positive reinforcement of behaviour or skill.
• Use information provided by the quality team to provide feedback to individual team members
• Conduct regular 1 to 1 feedback and planning sessions with team members.
• Complete staff member performance reviews
• Identify individual training issues.
• Encourage and implement best practice across the team
• Managing staff breaks
• Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed this information.
• Work with the Resource and Planning team to ensure daily workload is effectively and efficiently managed.
• Participate in staff selection and recruitment processes.
• Participate in departmental planning sessions/workshops
• Support the management of other staff in the absence of other team leaders.
• Provide assistance to other work units when required, particularly in the management of queues
• Complete any ad-hoc checking of work as required.
• Where required, support the management of checks/audits.
• Develop and enhance a team-based culture and actively encourage a cooperative work environment
• Monitor, set goals and create a focus on goals.
• Develop and motivate team members
• Identify ways to improve skill issues that face the team as a whole, and action accordingly. Ability to build and maintain effective relationships
• Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.
• Setting quality monitoring tools and methodologies and ensuring adherence to the same.
• Designing modifications for overall improvement in quality and service standards.
• Assessing the customer feedback, evaluating areas of improvements & providing critical feedback on improvements.
• Ensuring speedy resolution of queries & grievances to maximise client satisfaction levels.
• Maintaining excellent relations with clients to generate avenues for additional business.
• Handling customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.
• Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.
• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
• Determining training needs of employees & conducting suitable training programmes to enhance their skills leading to increased productivity.