Robinson Varghese
Operation Manager
Cochin
Summary
To associate with an innovative and vibrant organization, this allows me to put my competencies to the best use, to add value to the organization and contributes to my overall growth as an individual.
Overview
21
21
years of professional experience
3
3
Languages
Work History
Operation Manager
Teleperformance
11.2018 - Current
- Handling Pan India Process for South Indian Bank
- Handling 5 Team Leader comprising of 80 members
- Reporting to the VP with responsibility for Operational and people management
- Reviewing Team Leaders and evaluating weekly KPI achievement and producing Weekly report
- Supervising, Motivating and developing process wise reward and recognition programs
- Motivating each Team Leaders, guiding, monitoring their performance and implementing corrective actions as required
- Implementing process metrics and development of corrective actions wherever required
Assistant Manager Ops
ISON BPO
09.2016 - 11.2018
- Handling Prepaid & !Assist process for Idea
- Handling 8 Team Leader comprising of 180 members
- Reporting to the Operation Manager with responsibility for Operational and people management
- Reviewing Team Leaders and evaluating weekly KPI achievement and producing Weekly report
- Supervising, Motivating and developing process wise reward and recognition programs
- Motivating each Team Leaders, guiding, monitoring their performance and implementing corrective actions as required
- Implementing process metrics and development of corrective actions wherever required
Assistant Manager – Operations
Serco BPO
04.2014 - 04.2016
- Handling Entire process for Vodafone Outbound
- Handling 6 Team Leader comprising of 110 members
- Reporting to the Operation Manager with responsibility for Operational and people management
- Reviewing Team Leaders and evaluating weekly KPI achievement and producing Weekly report
- Review Weekly OB Revenue and conversion Campaign wise
- Supervising, Motivating and developing process wise reward and recognition programs
- Motivating each Team Leaders, guiding, monitoring their performance and implementing corrective actions as required
- Implementing process metrics and development of corrective actions wherever required
- Last 6 month able to achieve Client RNR Target and awarded Best process in the center
- Recognized 3 time best Assistant manager in South India
Associate Manager – Outbound Process
Telebuy Private limited
11.2012 - 04.2014
- Handling 4 process for Telebuy
- Handling 5 Deputy Team Leader comprising of 80 members
- Reporting to the Senior Manager with responsibility for Sales and people management
- Reviewing Deputy Team Leaders and evaluating daily KPI achievement and producing daily report and weekend report
- Achieving 30% lead conversion on fresh leads
- Motivating Deputy Team Leaders and guiding them achieving assigned target on daily basis
- Implementing process metrics and development of corrective actions wherever required
Assistant Manager – Operations
First Source Solution
01.2012 - 09.2012
- Handling Entire process for Kerala Prepaid
- Handling 10 Team Leader comprising of 260 members
- Reporting to the DGM with responsibility for Operational and people management
- Reviewing Team Leaders and evaluating weekly KPI achievement and producing an end of week report
- Supervising, Motivating and developing process wise reward and recognition programs
- Motivating each Team Leaders, guiding, monitoring their performance and implementing corrective actions as required
- Implementing process metrics and development of corrective actions wherever required
Team Manager – Operations (TTSL)
Allsec Technology
06.2009 - 01.2012
- Handling Entire process DHL and PHL TN & KL, CMBU KL
- Handling 5 Team Leader comprising of 65 members
- Reporting to the Operation Manager with responsibility for Operational and people management
- Reviewing Team Leaders and evaluating weekly KPI achievement and producing an end of week report
- Supervising, Motivating and developing process wise reward and recognition programs
- Motivating each Team Leaders, guiding, monitoring their performance and implementing corrective actions as required
- Implementing process metrics and development of corrective actions wherever required
Team Leader – Operations (TTSL)
Allsec Technology
01.2007 - 01.2009
- Handling 4 process Dealer Help line and Prospect Help line TN & KL
- Handling a Team comprising of 25 members and providing Feedback to CCE as per the updates and Conducted Regular Briefing
- Reviewing and evaluating weekly KPI achievement and producing an end of week report
- Supervising, Motivating and developing process wise reward and recognition programs
- Mentoring, Monitoring, and Improving Agent, Team and Process
- Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required
- Implementing process metrics and development of corrective actions wherever required
Team Leader – Operations
HTMT Limited
04.2006 - 12.2006
- Handling Team of 17 members:
- Taking every day report on their Calls offered and answered
- Briefing the team on the Ice Scores where the customer will send yes if he is satisfied with the previous interaction with executive
- Brief the team on AHT with the target and actual
- Brief the team on the everyday tips required to handle all the calls
- Brief the team on the daily report
- Sending every day data required to the client
- Handling second level escalation calls
- Handling first level retention
- Handling special Interest Group for ICE (Instant Customer Engagement) to achieve the target of 85%
- Handling SIG (Special Interest Group) to bring AHT and HOLD under control
- Doing annual appraisal for agents completing one year
Team Leader – Operations
Aegis BPO Services Ltd
01.2005 - 04.2006
- Handling a Team comprising of 20 members and providing Feedback to CCE as per the updates and Conducted Regular Briefing
- Reporting to the Team Manager with responsibility for Operational and people management
- Supporting management and Agent to help create their own successful and productive team and become effective team leaders
- Creating and Introducing on Floor customer awareness and feedback forms with most useful results
- Reviewing and evaluating weekly KPI achievement and producing an end of week report
- Supervising, Motivating and developing process wise reward and recognition programs
- Mentoring, Monitoring, and Improving Agent Performance
- Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required
- Conducted internal survey and implemented Reports to reduce Repeat Calls and to provide FTR’s (First Time Resolution)
- Developed Internal projects Regarding Technical queries to guide CCE and for process development
- Implementing process metrics and development of corrective actions wherever required
Customer Relation Officer
HTMT Limited
01.2005 - 04.2006
- Call handling: Handling calls of an national Mobile Company
- Picks up the call that hits the ACD with Mobile number and customer name
- Number should be entered in the Pacs where we can check the previous interaction and capture our interaction for future reference
- If any activation and deactivation required will be done with the available software
- There will be call- handling script which has to be followed
- All the above mentioned is followed with in the AHT of 1.35 Seconds
- Again the process was outsourced to HTMT on Sept 28th 2005
- From 15th Oct 2005 I got promoted as Mentor;
- Will clear all the process related doubts for the executives in the floor and maintain the Service Level, AHT & First Call Resolution
Education
Advance diploma - Human resources Management
M.H.R.M - undefined
Annamalai University
B.A - undefined
Madras Christian College
Madras UniversityPUC / +2 - State Board
Corley Higher Secondary School
10th / SSLC - State Board
Corley Higher Secondary School
Skills
Communication Skills
Confident
Positive Attitude
Accomplishments
- Have won best Team award for achieving the ICE (Customer Satisfaction) – 07/01/06
- Have won best Quality team award – 08/01/06
- Have won best Team award for achieving the ICE (Customer Satisfaction) – 10/01/06
- Have won best Team award for achieving Overall Clients KPI’s - 07/01/06, 08/01/06, 09/01/06, 11/01/06
Disclaimer
I hereby declare that the above-furnished details are true with Proven records.
Personal Information
- Passport Number: J9410874
- Date of Birth: 02/20/79
- Nationality: Indian
- Marital Status: Married
Timeline
Operation Manager
Teleperformance
11.2018 - Current
Assistant Manager Ops
ISON BPO
09.2016 - 11.2018
Assistant Manager – Operations
Serco BPO
04.2014 - 04.2016
Associate Manager – Outbound Process
Telebuy Private limited
11.2012 - 04.2014
Assistant Manager – Operations
First Source Solution
01.2012 - 09.2012
Team Manager – Operations (TTSL)
Allsec Technology
06.2009 - 01.2012
Team Leader – Operations (TTSL)
Allsec Technology
01.2007 - 01.2009
Team Leader – Operations
HTMT Limited
04.2006 - 12.2006
Team Leader – Operations
Aegis BPO Services Ltd
01.2005 - 04.2006
Customer Relation Officer
HTMT Limited
01.2005 - 04.2006
Advance diploma - Human resources Management
M.H.R.M - undefined
Annamalai University
B.A - undefined
Madras Christian College
PUC / +2 - State Board
Corley Higher Secondary School
10th / SSLC - State Board
Corley Higher Secondary School