Naveen Rao Gannamaneni

Major job responsibilities include:

People Management and Engagement

• Managing a team of 450+ voice/non-voice support associates, along with 20 team leaders and 5 managers.
• Building a competitive and effective team by hiring the right candidates.
• Create and sustain a Positive Environment that fosters team Performance and individual Excellence by driving attributes like Motivation, Team Building, Staff Retention.
• Coordinating with all the support functions

Performance Management

• Performance Management of the team by Maintaining Daily, Weekly and Monthly Performance reports Feedbacks & Counseling and by driving attributes like result orientation, customer centricity.
• Responsible for Driving and Achieving SLA’s of AT&T like ORS, RES, One & Done, Average Handle Time, First Call Resolution, Login Hours, Phone leakage, Transfers & Shrinkage.
• Staffing & Scheduling based on the requirement in collaboration with Work Force Management
• Managing Multiple Teams and Monitoring a premium Escalation Desk Team.
• Setting up targets for OM’s, ATL’s, TL’s & SME’s in terms of KRA’s & also the expectations of Client by meeting SLA’s.
• Responsible for Providing Coaching & Mentoring to Improve Efficiency across Multiple Roles
• Conducting Weekly & Monthly Reviews (Internal & Cross Functional)
• Working towards improving the performance at a Process/Site Level.
• Profiling & Recruiting the right candidates based on the changing process requirements.

Client Relationship Management

• Handling Client Reviews - Daily, Weekly, Monthly & Strategic Alignment Meetings.
• Primary SPOC for end-to-end Client Communication & closures.
• Work with the client/s to achieve Business Development and Process Enhancements
• Active follow up and value add through performance improvement initiatives.

Key Result Areas

• Monitoring the overall Key metrics, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
• Mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction levels
• Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes
• Overseeing the team performance to ensure that the centers goal on financial metrics are met
• Meeting all organizational functions and standards for the center, finding solutions to improve the performance
• Worked in Dallas (USA) with [24]7.ai for close to 2 years as Head of Program/Program Manager

Highlights & Played a major role in:

• CEE (Customer Experience EcoSystem) – Org Level Process Improvement Initiatives – Have won Multiple Awards
• Elevate Cap IT Certified (Senior Manager Development Program) in [24]7.ai
• AT&T certified coach on ARCTW (Accelerating Results with Coaching Tactics Workshop)
• Conducted Multiple Coaching Sessions on Statistical Tools & Value Stream Mappings
• Expertise in Client Relationship, DDDM, People Management, Staff Retention and Driving Customer Experience
• Panelist for Team Lead & Assistant Manager Certification (Ops & Ops Support)
• Enhanced in-house modules for V&A and customer service
• Worked with Multiple AT&T Programs in Hyderabad Site
• Received Circle of Excellence Award – Best Manager
• Certified QMS Auditor and SPOC/Mentor for different programs on ISEA & ISO Audits
• Travelled to Dallas, USA twice (Setup New Program) and Work Onsite on Dallas/US Payroll (Overall 2 years in USA)
• Member of Founder’s Forum – An Elite Group of Members with Top 5% of Organization

• Responsible for 30 to 60 agents. To check whether their performance is in line with expectations. This includes mentoring and coaching. Handled 120+ agents and 6 TLs as Ops Manager
• Responsible for submission of yearly appraisal data for the reporting employees and empower them for growth
• Responsible for handling critical Escalation Desk Team (Level 2 & Voice Agents)
• Responsible for the roll out of training & action plans to achieve set targets
• Lead project groups to enhance operational floor performance. This includes designing correction plans based on trending and capturing defects at the earliest levels.
• Design and implement floor projections with action items to ensure set targets can be achieved.
• Motivate and giving effective feedback to keep the team’s morale high.
• Responsible for handling New hires during their transition phase from PLE to Nesting and from Nesting to Production.

• Handle inbound calls for Dish TV customer service and technical support Sales Program
• Implement Feedback and improve the above parameters.
• Leading a team of new agents during transition as TQ supervisor
• Floor walker for the teams requiring additional support in the absence of their supervisors.
• Consistent Performer and Winner of many awards across different Key SLAs.
• [24]7.ai Achievements
• Recipient of multiple awards at Agent/TL/Manager/HOP Levels (Weekly, Monthly, Quarterly and Yearly)
• Successfully hired new hires for different process from 70 to 150+ Headcount and growing
• Managing multiple teams and agents with different skill sets
• Was a part of Pilot batch and pioneer in setting up AT&T U-verse at [24]7.ai 2013.
• Part of Founder’s Forum and led Multiple Org Level CSR Initiatives