NAJEEB QSM

• Leading and inspiring a team of over 500+ FTEs for digital Operation platform catering to E- commerce Vertical for Google
• Managing a team of 6 workflow managers who have over 36 team leads
• Responsible for managing a P&L for the Shopping Vertical
• Managed multiple verticals of 800+ people for EMEA,APAC region
• Ramped from 150 - 335 to 400 in just 8 months
• Contributed significantly to service improvements through actively studying and suggesting process and resource improvements
• Successfully implemented 14 Projects in last 2 Yrs
• With cost saving of $1.2Mn
• Overall purpose of job – proactively improving our services and client deliverables
• Provide market level insights and identify value add’s
• Identify need for policy change and review merchants for policy violation
• Identify the area of automation
• Manage delivery overall TAT/KPI’s in team

• Responsible for Customer Service operation, Contact Center Management, Field Operation, Quality, Compliance and Training Management for Telangana state
• As single point of contact for customer support function , managed as end to end project execution from initiation to closure
• Successful completion of project implementation thereby ensuring individual projects go live on time & ensuring post implementation reviews (PIR’s) are well documented for future learnings.
• Leading Voice & Non-voice Digital transformation initiative across Pan India
• Assisting Operations team with account level strategies and service improvement plans
• Developing & establishing process excellence & governance framework
• Working on business process re-engineering and automation engagements like Chat bot, ticket management system
• Driving continuous improvement projects for CRM integration
  Leading the transition to go-live for all newly acquired retail accounts
• Operational SLA base lining for all new/established accounts
  Driving automation assessments using (Ui Path & Automation anywhere) and deployments across projects.

• South Regional Head - Contact Centre Operations.
• Responsible for Captive operation and Outsourced operations.
  Team Size: 18 for Outsourced operations & 54 for Captive unit. Captive FTE’s – 1200 ; Outsourced FTE’s – 400.
  AOP/Opex : 50 crores
• Program Initiation & Planning covering multiple work streams/project including aspects of cost, program scope, requirement, risk, quality & stake holder management
• SLA Management & benchmarking
• Business Process Development & Implementation, VOC programs.
• Service Design and Operate
• Responsible for Continual Service Improvement & Quality Management.
• Service Desk, Problem and Incident management.
• Customer Satisfaction & Retention
• Transitions & Migrations
• RFP, Contract & Vendor Management
• AOP & Cost optimization
• Lead reviews – Business review, QBR,MBR & WBR

• Worked as a Business Program Manager – BPO Operations Airtel Mobility, leading a program with a team size of 1000+ FTEs
• Designed and deployed strong customer life cycle processes at call center while continuously improving customers’ satisfaction related processes
• Led analysis in Customer Experience vertical performance & data
• Effectively Managed Prospect Line of Business in a S2S model
• Enhanced experience of High Value Customer

Managing key KPIs:

Quality – Quality, Repeat – Performance review through CWN / specific analytics & RCAs & support partner in designing & implementing action items for improvement

Customer Experience: ICE, IVR NSS, Service Recovery

Productivity QoS (SL), Answering levels – ensured a close watch on the inputs metrics viz.: Forecasting Accuracy, AHT, Manpower Readiness. Monitoring actual cost vs. AOP
Some key activities:

VOC - VOA Hiring & training
Process Re-engineering Reviews
Floor Connect & Agent Interaction Escalation management

• Grown in the organization from Senior Specialist, an overall association with the organization for 3 years
• Culminating to the role of Centre Manager – Service Partner operations (Vendor Management) for Karnataka Circle.
• Serving as a Service Partner Manager, catering to inbound helpline for MTS Prepaid Mobile users from 4 Southern telecom circles (Regional belt), serviced by about 350 FTEs. Ensuring smooth coordination between organization & the service partner

• Quality, Compliance & Training – led the Quality & Compliance team for Transactional Quality, TRAI compliances (Quality of Service, Metering & Billing audit, Mobile Number Portability, Unsolicited Customer Communication, Complaint Management) & facilitated Internal Audit for process control, Business Continuity & Information Security
• Quality Program: Ensuring delivery of quality checks for interactions for various touch-points ensuring compliance to laid-down processes & highlighting process gaps for improvement.
• Training & Knowledge Management for Call Centre Operations, conducted Training Need Identification, creating customized training modules, training trainers, ensuring seamless delivery of training & measuring training efficacy. Also, identifying process gaps & working on best solutions for improved processes suiting service delivery
• TRAI Compliance – Ensuring adherence to the regulations of TRAI through QoS, M&B audit, UCC Complaint Management & MNP

Catered as Offrole Customer Care exective (Manpower consultancy) for TTSL for Backend operation for KA circle from Dec'04 to Oct'06