Shashank Kumar Sharma

• Managing end-to-end contact center dialer functionality on a real-time basis.

• Responsible for managing the database shared with PAN India vendor sites on a daily basis.

• Giving feedback and guiding vendors with various collections strategies to get the generation efficiently.

• Taking monthly, fortnightly, and weekly reviews with assigned vendors to get the issues and challenges addressed.

• Monitoring and analyzing the GSM, SIP trunk, and overall connectivity trend for inhouse as well as pan-India vendor sites.

• Managing channel wise details of all the GSM & SIP trunks using at the vendor sites for addressing the escalations & to share with Billing team for PRI rental reimbursements.

• Responsible for onboarding new vendor sites in Dialer, reporting, and other technical aspects.

• Suggesting strategies to SMT's post, analyzing the database, current situations, and historical trends for driving production more effectively. Also, getting it implemented on PAN India vendor sites.

• Initiating the procedure of TC Workstation-wise billing for PAN India vendor sites by providing significant data to the billing team after performing the required audits.

• Responsible for preparing the VIC (Incentive) inputs and sharing them after applying the Downtime approvals received from the Line team and the required Audit checks.

• Prepare and analyze various reports and dialer dashboards, and share the observations with SMTs based on the requirements.

• Managing end-to-end contact center dialer functionality on a real-time basis.
• Responsible for managing the database shared with PAN India vendor sites on a daily basis.
• Giving feedback and guiding vendors with various collections strategies to get the generation efficiently.
• Taking monthly, fortnightly, and weekly reviews with assigned vendors to get the issues and challenges addressed.
• Monitoring and analyzing the GSM, SIP trunk, and overall connectivity trend for inhouse as well as pan-India vendor sites.
• Managing channel wise details of all the GSM & SIP trunks using at the vendor sites for addressing the escalations & to share with Billing team for PRI rental reimbursements.
• Responsible for onboarding new vendor sites in Dialer, reporting, and other technical aspects.
• Suggesting strategies to SMT's post, analyzing the database, current situations, and historical trends for driving production more effectively. Also, getting it implemented on PAN India vendor sites.
• Initiating the procedure of TC Workstation-wise billing for PAN India vendor sites by providing significant data to the billing team after performing the required audits.
• Responsible for preparing the VIC (Incentive) inputs and sharing them after applying the Downtime approvals received from the Line team and the required Audit checks.
• Prepare and analyze various reports and dialer dashboards, and share the observations with SMTs based on the requirements.

• Responsible to prepare & sharing various Production & Quality related reports
• Responsible to analyze the loopholes & dents found in business and highlighting them to the productions with maximum possible observations wherein any area of improvement observed
• Responsible for preparing the Incentive for 6 Sub-LOBs

• Manage daily outbound call center dialer functionality end to end real time
• Manage the Dialer application and upload of database
• Monitor and Churn the database tables as per the connectivity delivered in a specific campaign
• Control Idle time and call drop offs by understanding pacing ratios