Deepak Soni

- Budget Planning and Analysis: Led comprehensive budget planning and financial analysis to ensure optimal resource allocation and cost efficiency across the organization.

- Headcount and Capacity Planning: Developed and implemented strategic headcount and capacity plans to meet business demands, ensuring workforce optimization and productivity.

- EBIT Planning: Spearheaded EBIT (Earnings Before Interest and Taxes) planning to align financial objectives with organizational goals, driving profitability and financial stability.

- Client Reviews and Internal Business Reviews: Conducted regular client and internal business reviews to evaluate performance, gather feedback, and identify areas for improvement, enhancing overall service quality and client satisfaction.

- Outage Handling: Managed outage situations effectively by coordinating with relevant teams, ensuring minimal disruption to operations and timely resolution of issues.

- Volume and Capacity Planning as per Forecast: Performed accurate volume and capacity planning based on forecast data to meet service level agreements (SLAs) and business requirements.

- Billing and Estimate Creation: Oversaw billing processes and created accurate estimates for clients, ensuring transparency and alignment with financial expectations.

- Team Handling: Led and mentored a high-performing team, fostering a collaborative and productive work environment that promotes growth and development.

- Collaboration with Departments: Collaborated cross-functionally with all departments to ensure smooth process functioning, enhancing operational efficiency and effectiveness.

- Conducted daily client meetings to present performance data.
- Executed manpower planning and batch scheduling.
- Reviewed and analyzed client data.
- Performed process KPI health checks.
- Highlighted and addressed leakages with the Operations team.
- Managed the entire team.
- Planned and implemented strategies to enhance team knowledge and skills.

- Published accurate and timely reports.
- Maintained a report data bank for any ad-hoc requests.
- Generated and published reports and dashboards on a daily, weekly, and monthly basis.
- Coordinated with Operations and other support groups.
- Measured performance against set KPIs.
- Provided insights on highlights and challenges for course correction.
- Met client requirements from a reporting perspective.
- Engaged continuously with internal customers, such as the Call Centre Operations team, to identify analysis requirements, process gaps, and provide regular performance improvement reports.
- Interacted with clients to understand and review requirements.

- Coordinated appropriate staffing allocation and availability of call center staff to achieve service level objectives.
- Monitored the site to ensure optimal staffing levels.
- Adjusted intraday forecasts based on business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
- Administered volume contingency action plans as necessary and appropriate.
- Ran and analyzed reports to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Facilitated real-time discussions with necessary stakeholders.
- Completed root-cause analysis to determine and quantify reasons for forecast variance and recommended changes to enhance forecast accuracy and effectiveness.
- Managed daily exceptions requests, updated schedules, and responded to escalated issues and ad-hoc requests.
- Ensured that all reports originating from the department were accurate and reliable.
- Assisted with the integration and implementation of new call center technologies.
- Assumed and performed other duties and responsibilities not specifically outlined, but logically and properly inherent to the position.

- Attracted potential customers by answering questions about products and services and suggesting information about additional offerings.
- Opened customer accounts by accurately recording account information.
- Maintained customer records by regularly updating account details.
- Resolved product or service issues by clarifying customer complaints, identifying the root cause, selecting and explaining the best solutions, expediting corrections or adjustments, and following up to ensure complete resolution and satisfaction.