SAURABH JAHAGIRDAR
Associate Process Manager
Kharadi
Summary
Results-driven Manager with 7+ years of expertise in the Telecom and E-commerce sector. Proven track record of leading high-performing teams, optimizing processes, and achieving strategic objectives. Aiming to leverage leadership skills and industry experience to drive success in a dynamic organization.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Associate Process Manager ( 80-100 FTEs)
EClerx Services India Pvt Ltd
6 2023 - 08.2024
- Team Management: Lead and manage a span of 80-100 FTEs, ensuring smooth day-to-day operations across multiple teams.
Supervise Team Leaders and provide guidance on managing their teams effectively.
Address and resolve escalations related to team performance, client concerns, or employee issues.
- Performance Management: Monitor and evaluate performance metrics (KPIs, SLAs) for the entire span of control.
Conduct regular performance reviews with Team Leaders and agents, providing feedback and development plans.
Develop and implement strategies to improve performance and efficiency across teams.
Analyze key performance data and provide actionable insights to Operations Managers and senior leadership.
- Operational Excellence: Ensure that teams meet or exceed operational targets such as quality, productivity, and customer satisfaction.
Implement and monitor quality assurance programs to improve service delivery.
Drive process improvement initiatives, collaborating with cross-functional teams to optimize workflow, reduce costs, and enhance customer satisfaction.
Manage workforce planning, shift scheduling, and ensure adequate staffing levels to meet business needs.
- Client and Stakeholder Management: Serve as a point of contact for clients and other stakeholders to provide updates on performance, resolve issues, and ensure service delivery meets expectations.
Maintain regular communication with clients, gathering feedback to improve service quality.
Prepare and present weekly, monthly, and quarterly reports on operational performance to clients and senior management.
- Employee Engagement & Development: Promote a positive and motivating work culture across teams.
Identify training and development needs for employees and work with HR or training teams to implement programs.
Drive engagement activities to ensure high employee satisfaction and low attrition rates.
Mentor and coach Team Leaders to build strong leadership within the span.
- Compliance & Risk Management: Ensure all processes comply with company policies, legal regulations, and client requirements.
Maintain strict adherence to data protection and privacy policies.
Proactively manage any risks related to service delivery, including technical issues, personnel challenges, and unforeseen disruptions.
- Reporting & Analytics: Analyze operational data to provide accurate forecasts, budget planning, and reporting on key metrics.
Identify trends, issues, and opportunities for improvement within the span and report findings to senior leadership.
Assistant Manager (Team Size: 15-20 FTE)
Concentrix Services India Pvt Ltd
04.2021 - 05.2023
- Manage and lead a team of 20-30 agents for Flipkart Customer Operations.
- Monitor CSAT, maintain high-quality standards.
- Track team performance on various parameters (CSAT, Quality, AHT).
- Address issues in early team development stages.
- Attend meetings, bridge knowledge gaps among team members.
- Handle escalations, ensure effective resolution.
- Analyze metrics, provide regular reports on team achievements.
- Manage weekends/festivals with high call volumes.
- Focus on BQ improvement initiatives for smooth operations.
Subject Matter Expert
Concentrix Services India Pvt Ltd
07.2019 - 03.2021
- Manage the floor in the absence of the manager.
- Ensure continuity of operations, provide guidance to team members.
- Handle escalation calls for prompt resolution.
- Collaborate with stakeholders to address escalated issues.
- Prepare RCAs for client reviews, identifying areas for improvement.
- Implement corrective actions for continuous improvement.
- Analyze processes, recommend improvements.
- Monitor calls for quality adherence.
Representative Operations
Concentrix Services India Pvt Ltd
06.2017 - 07.2019
- Efficiently handle customer calls, providing prompt and courteous assistance.
- Resolve queries for a positive customer experience, demonstrating professionalism.
- Identify and promptly resolve issues, preventing recurring problems for satisfaction.
- Exhibit strong verbal and written communication, tailoring to diverse needs.
- Practice active listening, responding empathetically to build customer rapport.
- Demonstrate efficient call handling, meeting or exceeding performance metrics.
- Escalate complex issues for timely resolution, meeting customer needs.
Education
Bachelor of Arts -
YCMOU
06.2020 - 05.2023
Skills
Technology Proficiency
Performance Evaluation
Time Management
Data Analysis
Languages
English,Hindi,Marathi
Timeline
Assistant Manager (Team Size: 15-20 FTE)
Concentrix Services India Pvt Ltd
04.2021 - 05.2023
Bachelor of Arts -
YCMOU
06.2020 - 05.2023
Subject Matter Expert
Concentrix Services India Pvt Ltd
07.2019 - 03.2021
Representative Operations
Concentrix Services India Pvt Ltd
06.2017 - 07.2019
Associate Process Manager ( 80-100 FTEs)
EClerx Services India Pvt Ltd
6 2023 - 08.2024
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