Summary
Overview
Work History
Education
Skills
Personal Information
Computer Knowledge
Timeline
Generic
Roshan Dcosta

Roshan Dcosta

Assistant Manager
Malad (W)

Summary


Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

22
22
years of professional experience
2003
2003
years of post-secondary education
4
4
Languages

Work History

Asst. Manager

Teleperformance D.I.B.S.
09.2022 - Current
  • Leading a span of 50 agents in both BAU & OJT phase along with 3 team leaders to meet the performance level agreement.
  • Setting individual goal sheets and targets for the team members based on tenure, skill and proficiency.
  • Designing the individual development plan of team members post one on one's and performance discussions, managing team performance and retentions.
  • Driving revenue by looking at potential avenues where we can provide our services and also by reducing the leakages in login hours, reduction in unplanned and unnecessary in-office shrinkages.
  • Conducting weekly service reviews and monthly service reviews with the team leaders.
  • Attending the WSR’s, MSR’s, QBR’s and conference calls with the clients.
  • Coordinating with human resource team for performance appraisal, consequence management and salary issues.
  • Responsible for managing the SLA’s of the process.
  • Working with the quality team, stakeholders to improve overall NPS/Quality scores and creating joint action plans.
  • Creating and implementing overtime grids for the site.
  • Deciding/implementing the rewards and recognition framework for the site.
  • Managing absenteeism/retention of the span.
  • Conducting monthly skip sessions with the team.
  • Driving engagement across the board through Fun Fridays, Theme Days and organizing the quarterly, half yearly and annual rewards and recognition events.
  • Best Assistant Manager Award received in July’23 (Half yearly award).

Team Leader

Teleperformance D.I.B.S.
03.2019 - 08.2022
  • Lead a team of 15-20 CSR’s.
  • Conduct remote monitoring/live barging and provide feedback to agents to improve their performance on chats, mainly on soft skills and resolution parameters.
  • Conduct daily/weekly team meetings to cascade process and organizational updates and address any concerns the team members may have.
  • Send reports on a daily/weekly/monthly basis to the team to keep them updated about their scores vis-à-vis their targets.
  • Attend Calibration calls with the Quality team so that we’re on the same page as far as monitoring calls is concerned and are in line with client requirements.
  • Weekly reviews with the management to publish the performance of the team and action plans in place to improve the bottom performers.
  • Manage shrinkage and schedule adherence.
  • Manage attrition by discussing developmental goals with agents and what is in store for them on the basis of their performance. Engage and motivate them to move to the next level.
  • Best Team Leader Award received in Nov’20 and June’22.

Sr. Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
06.2016 - 10.2018
  • Manage a team size of 50 CSR’S plus managing 2 SME’s.
  • Basis the daily, weekly and monthly reports, provide feedback to processors to improve their performance.
  • Send reports on a weekly and monthly basis to the team to keep them updated about their scores vis-à-vis their targets.
  • Plan cross training of the new team members on different clients.
  • Conduct daily/weekly team meetings and cascade process updates and address any concern the team members may have.
  • Monitoring data and provide helpful feedback to team members.
  • Manage attrition through employee engagement activities. Discuss developmental goals with agents and what is in store for them on the basis of their performance. Engage and motivate them to move to the next level.
  • Attrition YTD was under 2.5% for the year, 2017 and 2018. Awarded the “Torchbearer” awarded valuable contribution and performance in 2017.

Sr. Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
07.2014 - 05.2016
  • Manage a team size of 15 to 20 CSR’S plus managing a team leader and his team members along with a SME.
  • Managing half an hour Service Level Agreements. Preparing daily reports to report any reasons for any misses along with root cause analysis.
  • Call listening of agents to ensure compliance with Service Quality standards and feedback to improve performance.
  • Attend Quality Calibration calls with the Quality team to know about any change in the way scoring is done and to ensure that we are on the same page.
  • Maintain staffing requirements as specified from time to time. Report shrinkage and late logins on a timely basis so that replacements can be sought and Service Levels maintained as per client requirements.
  • Send reports on a daily, weekly and monthly basis to the span to keep them updated about their scores vis-à-vis their targets.
  • Manage attrition through employee engagement activities. Discuss developmental goals with agents and what is in store for them on the basis of their performance. Engage and motivate them to move to the next level.
  • Review the team leaders and SME’s on their team’s performance and discuss the way forward on a fortnightly basis.
  • Additionally, worked with WFM on the roster so that enough headcount is staffed in the intervals as per the 13-weekly trend.
  • Attrition YTD was under 5% for the year, 2014 and 2015. Nominated for ‘Top Talent’ in the year 2015.

Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
09.2010 - 07.2014
  • Manage a team size of 15 to 20 CSR’S.
  • Ensure timely login/logout of agents. Assist in managing half an hour Service Level Agreements.
  • Call listening of agents to ensure compliance with Quality standards.
  • Attend Quality Calibration calls with the Quality team to know about any change in the way scoring is done and to ensure that we are on the same page.
  • Maintain staffing requirements as specified from time to time.
  • Send reports on a daily, weekly and monthly basis to the team to keep them updated about their scores vis-à-vis their targets.
  • Manage attrition through employee engagement activities. Discuss developmental goals with agents and what is in store for them on the basis of their performance. Engage and motivate them to move to the next level.
  • Retention Champion in the 2nd quarter of 2010.
  • Earned the ‘Going the extra mile’ award in the 2nd quarter of 2011.
  • Got the ‘Sampark’ Champion award in the 2nd quarter of 2011.
  • Improved retention for the year, 2013.
  • 2nd best team performance in Dec 2013.
  • Best team performance in Feb 2014.

Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
08.2007 - 09.2010
  • Manage a team size of 15 to 25 CSR’S.
  • Motivate the team and ensure the Service Level Agreements specified by the client are consistently met.
  • Audit emails/chats completed by team for Quality Compliance.
  • Attend Quality Calibration calls with the client.
  • Maintain staffing requirements as specified from time to time.
  • Maintain and send reports on a daily, weekly and monthly basis.
  • Control attrition through employee engagement activities. Devise Rewards and Recognition programs to motivate employees and help them deliver optimum performance.
  • Earned the ‘Certificate of Appreciation’ for excellent performance in the 3rd quarter of 2007.
  • Less than 3% attrition rate in the 1st quarter of 2008.
  • 0% attrition in the 1st quarter of 2009.
  • Ovation award in the second quarter of 2009.

Team Lead – Operations

Concentrix Daksh Services (I) Pvt. Ltd.
04.2006 - 08.2007
  • Extensive floor Support.
  • Assisting new joinees fresh from training during OJT termed as “BRIDGE”.
  • Completing Customer Dissatisfaction / Non-resolved Analysis and Feedback to team members.
  • Side-by-side analysis of team members to check the quality and accuracy of the resolution provided by the agent.
  • Ensuring team Shift/Break Adherence.
  • Daily login myself (solving emails/chats).
  • Managing team in the absence of my Assistant Manager.
  • Providing daily product updates through team huddles.
  • Created around 2000 standard responses to be used in a queue called GS-Review considered as one of the difficult queues during that time. This propelled me to be nominated for the ‘GEM’ training sessions and also nominated for the ‘Top Talent’ program in that year. This enabled me to prepare myself for the next role very early in my career.

Executive – Operations

Concentrix Daksh Services (I) Pvt. Ltd.
09.2005 - 04.2006
  • Responding to customer emails. Customer writes in with their queries/issues (technical/non-technical), which I am supposed to resolve and respond within the service level parameters.
  • Meeting process defined targets. My Key Result Areas are Customer Satisfaction, First Time Resolution, Emails per hour, Quality and Attendance. Login hours play an integral part of the process.
  • Assisting team members when they have any doubts or issues while solving email. Co-operating with my Team Lead and Assistant Manager and achieving optimum team performance.
  • I was always on top of my performance and Customer Satisfaction targets were met right from the second month onwards.

Wipro BPO
02.2005 - 05.2005
  • Company Overview: Wipro BPO Solutions is a leading provider of Business Process Outsourcing (BPO) focusing on the complex, voice and non-voice based segment of customer-care services.
  • Taking inbound calls from customers, solving their queries related to their credit card accounts.
  • Wipro BPO Solutions is a leading provider of Business Process Outsourcing (BPO) focusing on the complex, voice and non-voice based segment of customer-care services.

eFunds International
12.2003 - 01.2005
  • Company Overview: eFunds International (now FIS) provides financial service companies and other large enterprises with new account decisions, fraud detection and payment processing services along with professional services and business process outsourcing capabilities.
  • Handling emails from customers, solving their queries related to their mobile services (both post paid and pre-paid).
  • Helping and guiding new agents and also involving myself in the discussions with the Team Coach on the First Time Resolution cases.
  • EFunds International (now FIS) provides financial service companies and other large enterprises with new account decisions, fraud detection and payment processing services along with professional services and business process outsourcing capabilities.

ICICI Bank Ltd.
06.2003 - 12.2003
  • Company Overview: ICICI Bank is India's second-largest bank and offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries in the areas of investment banking, life and non-life insurance, venture capital and asset management.
  • Processing of retail loan files and checking the accuracy of information contained in them.
  • ICICI Bank is India's second-largest bank and offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries in the areas of investment banking, life and non-life insurance, venture capital and asset management.

Education

Graduated - Commerce

Mumbai University

Skills

Operations management

Team leadership

Employee performance evaluations

Improvement in revenue

Personal Information

  • Date of Birth: 10/14/79
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Computer Knowledge

Windows, Mac, Microsoft Office, Extensive experience of working in the Windows environment., Good working knowledge of MS Word, MS Excel and MS PowerPoint.

Timeline

Asst. Manager

Teleperformance D.I.B.S.
09.2022 - Current

Team Leader

Teleperformance D.I.B.S.
03.2019 - 08.2022

Sr. Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
06.2016 - 10.2018

Sr. Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
07.2014 - 05.2016

Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
09.2010 - 07.2014

Team Leader

Concentrix Daksh Services (I) Pvt. Ltd.
08.2007 - 09.2010

Team Lead – Operations

Concentrix Daksh Services (I) Pvt. Ltd.
04.2006 - 08.2007

Executive – Operations

Concentrix Daksh Services (I) Pvt. Ltd.
09.2005 - 04.2006

Wipro BPO
02.2005 - 05.2005

eFunds International
12.2003 - 01.2005

ICICI Bank Ltd.
06.2003 - 12.2003

Graduated - Commerce

Mumbai University

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Roshan DcostaAssistant Manager