Saurabh Rajput
Vadodara
Summary
Results-driven Contact Center Manager with specialized expertise in the US healthcare industry. Proven track record of effectively overseeing and optimizing operations in high-volume call center environments. Skilled in managing teams of 200+ employees, ensuring compliance with industry regulations and standards while delivering exceptional customer service. Proficient in scheduling oversight, quality assurance, and performance management. Adept at leveraging healthcare knowledge to drive efficiency, improve processes, and achieve organizational objectives. Strong leadership, communication, and problem-solving skills
Overview
10
10
years of professional experience
Work History
Operations Manager
Advantmed India LLP
Ahmedabad
04.2022 - Current
- Manage the daily activities of a bustling call center, where I supervise a team of around 200 employees hailing from the United States, Puerto Rico, and India
- Performed cost analysis for various projects to determine budget requirements.
- Develop and implement strategies to improve call center efficiency, including optimizing workflows, implementing new technologies, and streamlining processes
- Monitor key performance metrics such as average handle time, first call resolution, and customer satisfaction scores, and take proactive measures to address any issues
- Conduct regular performance evaluations and provide coaching and feedback to team members to drive continuous improvement
- Collaborate with other departments such as IT, HR, and training to ensure alignment of call center operations with organizational goals
- Handled departmental scheduling to maintain proper staffing for shifts.
- Prepare and present regular reports on call center performance to senior management, highlighting achievements, challenges, and opportunities for improvement
- Oversee multiple sub-departments which include Voice Call Center, Helpdesk Team, Training Team and Hiring team.
Assistant Manager
Advantmed India LLP
Ahmedabad
04.2020 - Current
- Effectively supervised day-to-day front-end operations of a busy Call Center department
- Monitor the process performance on day to day basis and define corrective & preventive actions & identify improvement opportunities
- Oversee the successful implementation of Projects assigned
- Coaching, Counseling and Mentoring all the Leads which includes nurturing and up skill them
- Evaluated existing systems and technologies used by the call center team to ensure they are up-to-date and meeting the needs of customers efficiently.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Established strong partnerships with internal departments such as sales, marketing and IT teams to ensure effective implementation of projects.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
Sr. Team Lead
Advantmed India LLP
Ahmedabad
04.2019 - 04.2020
- Worked as an Acting Assistant Manager
- Supervising all the Team Leads
- Attending all the interdepartmental meets and making sure that all the departments are aligned to one organization level goal
- Sharing Departmental level insights and POAs on the parameters which needed improvement
- Taking Escalation calls for any employee who is/was not happy with the organization or with Team Lead.
Team Lead
Advantmed India LLP
Ahmedabad
12.2017 - 07.2019
- Taking care of 15 US Remote Callers
- Regular performance evaluation
- Oversee day-to-day teams' operation and performance
- Set clear team goals and KPIs.
Executive
Vodafone India Service Private Limited
Ahmedabad
07.2016 - 12.2017
- Worked as a Business Analyst here
- Preparing reports, Dashboards and providing all the client related visibilities to the management in order to succeed in achieving any SLAs as defined by client
- Demonstrated high degree of judgment and sound decision-making
- Developed, organized and presented detailed performance reports.
Junior Executive
Vodafone India Service Private Limited
Ahmedabad
02.2015 - 07.2016
- Worked as a Web chat Customer Service Representative
- Meeting all the targets for KPIs defined for me as an individual.
Production Engineer
Vadodara Window Private Limited
Ahmedabad
07.2014 - 01.2015
- Checked technical condition of devices and tools on daily basis
- Maintained safe and clean environment by adhering to safety policy and procedures
- Created and received in purchase orders for outside service providers
- Wrote safety procedures, policies and work practices
- Managed labor hours and assignment of direct reports to prevent unfavorable labor variance
- Engaged team members in collaborative problem solving
- Tracked and monitored key numbers to monitor quality, productivity and costs
- Alerted proper authorities regarding potential problems and appropriate remedial action
- Handled employee issues regarding discipline, performance management and salary recommendations
- Established and monitored safe working conditions and practices.
Education
Bachelor of Technology Mechanical Engineering -
JAIPUR ENGINEERING COLLEGE AND RESEARCH CENTER
07.2013
High School -
SHREE AMBE VIDYALAYA
04.2009
Skills
- Inbound Outbound Voice Process
- Schedule oversight
- Contact Center Management
- US Healthcare
- SLA Management
- People Management
- Process Improvement
- Customer Service
Timeline
Operations Manager
Advantmed India LLP
04.2022 - Current
Assistant Manager
Advantmed India LLP
04.2020 - Current
Sr. Team Lead
Advantmed India LLP
04.2019 - 04.2020
Team Lead
Advantmed India LLP
12.2017 - 07.2019
Executive
Vodafone India Service Private Limited
07.2016 - 12.2017
Junior Executive
Vodafone India Service Private Limited
02.2015 - 07.2016
Production Engineer
Vadodara Window Private Limited
07.2014 - 01.2015
Bachelor of Technology Mechanical Engineering -
JAIPUR ENGINEERING COLLEGE AND RESEARCH CENTER
High School -
SHREE AMBE VIDYALAYA
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