Rinky Chopra

• This role is responsible for helping to determine the winning solution cost/price using the client requirements, client buyer values, competitive landscape, & market benchmarks to estimate a winning target price range
• The Solution-to-cost architect then works with pricer and solution architects to build a deliverable solution that fits within that target price range

· Experience in solution design for APAC (INDIA, Indonesia, Philippines, Malaysia and China), US, Europe, Latam clients across Insurance, Telecom, Travel, Retail, BFSI

• Work directly with all customer areas including executive level, IT, HR, marketing, and contact center managers and staff
• Interface with Project Managers and upper management relaying project design status
• Design new solutions, Review, analyze and improve processes used by the business units
• Able to review business request, figure out how critical and make sure the critical one is taken in charge quickly by the Operation Support Team; ensure appropriate follow-ups if needed

• Responsible for managing performance of employees in terms of productivity, efficiency, and customer satisfaction matrices
• Responsible for strategizing delivery of daily, weekly & monthly targets by conducting internal reviews with the team to gauge efficiency / accuracy in terms of KPI delivery and proposing solutions to overcome challenges
• Responsible for driving and managing variation control strategies in team wise performance
• Responsible for creating an environment oriented to trust, open communication, creative thinking, and cohesive team efforts
• Responsible for forecasting shrinkage, attrition, hiring and overtime requirements
• Responsible for preparing and presenting daily, weekly & monthly business insights to the client including suggestions to help them improve their services and products
• Responsible for acting as an Operational SPOC for all interdepartmental & cross functional dialogues & requirements – Technology, HR, Training, Admin, WFM, Business Analytics, Info-Sec etc.

• Responsible for managing the overall delivery of teams in terms of productivity, efficiency, and revenue for a Sales & Retention campaign
• Responsible for ensuring daily, weekly, and monthly targets are met by conducting internal reviews with the teams on daily basis
• Responsible for driving employee engagement activities in collaboration with HR to control attrition and to elevate employee satisfaction levels
• Responsible for forecasting shrinkage, attrition, hiring and overtime requirements

• Responsible for managing a team of 15 to 18 people
• Responsible for providing the team with the vision of the project objectives
• Responsible for coaching, mentoring, motivating and inspiring team members
• Intervene when necessary to aid the group in resolving issues, Responsible for Sales Targets, to drive the same from a team of 25 TM
• Analyzing data of the team’s performance and identifying the outliers
• Conducting training programs for people recently graduated to the floor and taking Sup Calls

• VIPTEL, OPTUS- TELECOM, Responsible for Sales Targets to drive the same from a team of 20 TM
• Analyzing data of the team’s performance and identifying the outliers
• Conducting training programs for people recently graduated to the floor and making them learn sales tactics

• Handling queries- Citibank customers
• Attending inbound/outbound calls to resolve customer queries