Kumar Gautam

Working with Bajaj finserv in various role( Manager, Area/Sr Area manger, Cluster/Sr Cluster Manager, Regional Manager)

• Handling new acquisition of Co-branded Credit Card contact centres pan india partnership and vendor management.
• Managing and developed team of 600+ Tele Callers/Team Leads / Supervisors at pan india Growth market Call centers
• Forecasted sales and established processes to achieve sales objectives and related metrics.
• Budget planning and implementation
• Market Intelligence and competition tracking in the core, micro and extended market in terms of offerings and typology
• Developed sales strategy based on research of consumer buying trends and market conditions.
• Ensuring proper business practices are followed and aligned with legal and regulatory guidelines
• Maintains professional and technical knowledge by tracking emerging trends in call centre operations management
• Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
• Data and campaign Management

• Handled IndiaMart B2B Tele sales process
• Bandwidth of 100+ Tele calling staff & 5 TL's
• Responsible for billing, Shrinkage, Attrition, SLA & client management
• Portfolio review and performance Management (Daily reviews with TL's, Weekly reviews with clients, Monthly Skip level with the front-line staff)
• Responsible for Continuous Process improvements and development of cost-effective business model
• Create, perform and deliver reports / analysis and make recommendations for improvement - Operational Excellence
• Worked closely with Human Resources and the team supervisors regarding disciplinary action, coaching, administering policies and team member activities
• Track team performance against defined metrics and drive continuous process improvement

• Handled 25-30 callers for B2B outbound Telesales process
• Design to strategy for team members to enhancement of sales which helps in increasing business in term of revenue
• Focus on all key metrics, Sales, agents productivities, Shrinkage, attrition & APR
• Continuous analysis on data for identifying new opportunities for increasing revenue
• Continuous focus on Quality of service to clients and customers

• Managing Client Relationship
• Handling Indiamart B 2 B Outbound Sales
• Coaching and Mentoring
• Ownership and Accountability for results
• Coordinate with team to ensure conversion Targets are met
• Leakage control planning
• Focus on all key metrics, Sales, Agents productivities, Shrinkage, attrition & APR
• One-on-one session with team members based on productivity and target achievement.

• Handling PAN India Airtel digital T.V New acquisition sales
• Maintain daily agent wise sales tracker sheet and shared with business manager
• Daily target huddles with team and target tracking
• One-on-one session with team members based on productivity and target achievement
• Coordinate with team to ensure conversion Targets are met
• Responsible for floor discipline and agent's Leaves management
• Daily calls audit
• Shrinkage Planning
• Achievements: 3 times awarded for Best Team Leader Highest Target Vs achievements.

• Worked in Inbound MTS Telecom Process
• Resolving customer query and complaint.