Shubham Pandey
Assistant Manager
New Delhi
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to Team. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Assistant Manager-operations
Concentrix India (Providing Services To Google - YouTube)
07.2021 - Current
- Handling the team of more than 35 members & 2 SME
- Managing SLA, CSAT, TAT, BQM
- Team shrinkage & Attrition Management
- Working on WBR, MBR, QBR, YBR and other Client asks
- Ensuring prompt escalations to the client.
- Working for YouTube as vendor team providing services to Google.
- Managing productivity data reports, monthly and weekly status reports for resource
- Looking closely into RTA, RCA,Team management and Break management.
- Key responsibilities are work closely with operations, Quality and Training team
- Looking closely into client and with the defined Quality
- To ensure all the policies and compliance metrics has been followed or not
- Monitoring performance and quality scores of the team.
- Monitoring closure of service levels regularly.
- Working on any Adhoc task with VM’s.
- Providing coaching & feedback to the agents.
- Assisting in driving metrics of the team as per the business & operations requirements.
- Enhanced operational efficiency by streamlining processes and implementing new systems.
- Implemented quality assurance initiatives to minimize errors in operations, improving overall efficiency levels.
- Assisted in the development of long-term goals for the department, aligning them with organizational objectives.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours
- Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
- Provided support to the Operations Manager in various capacities, including monitoring performance metrics and assisting with strategic planning initiatives.
Subject Matter Expert
Concentrix India (Providing Services To Google)
07.2019 - 06.2021
- Handling the team in the absence of My upline
- Tracking the team in each parameter (Productivity, AHT, Toss)
- Taking care of CSAT by providing real time support
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on recent policy change through coaching & feedbacks.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
- Trained new team members on Suicide & Graphic Content
- Increased customer satisfaction by ensuring timely resolution
Sr. Advisor
Concentrix India (Content Moderation)
08.2018 - 06.2019
- Worked in Low SLA Queue (4 Hours SLA)
- Made decisions in escalated videos from Global users
- Helped removing graphic content from the platform and make the platform clean for users
- Helped in saving life of people via escalating the suicide content
- Live assistance on the Flagged videos
- Provided Mentorship to BQ Colleagues
Advisor
Concentrix
8 2017 - 07.2018
- Worked in Flagged Content from world wide
- Removed CSAI videos from the platform and escalated through platform
- Working for Youtube T&S guidelines
- Managing self Utilization and Break Hours
Education
B Tech - Technology
Uttrakhand Technical Universiry
Uttrakhand 04.2001 -
B.A (English) -
KUMAUN UNIVERSITY
Intermediate -
C.B.S.E
High School -
C.B.S.E
Skills
Career Planning
Accomplishments
- Helped YouTube in removing graphic and disturbing content within 24 hours of turnaround time with 95% accuracy.
- Saved life of people by escalating threat to Law and Enforcement Team and get the help available to people right on time.
Personal Information
- Father's Name: Govind Pandey
- Date of Birth: 08/16/95
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
Disclaimer
I hereby declare that the details furnished above are true to the best of my knowledge and belief. I assure you of my sincerest efforts in keeping up the standards of your esteemed concern, if given an opportunity to work with.
Timeline
Assistant Manager-operations
Concentrix India (Providing Services To Google - YouTube)
07.2021 - Current
Subject Matter Expert
Concentrix India (Providing Services To Google)
07.2019 - 06.2021
Sr. Advisor
Concentrix India (Content Moderation)
08.2018 - 06.2019
B Tech - Technology
Uttrakhand Technical Universiry
04.2001 -
Advisor
Concentrix
8 2017 - 07.2018
B.A (English) -
KUMAUN UNIVERSITY
Intermediate -
C.B.S.E
High School -
C.B.S.E
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