Srikant M

Utilized predictive, progressive, and auto dialer systems to enhance operational efficiency.

Analyzed data using Excel, Power BI, and Tableau to generate actionable insights.

• Provided IT troubleshooting and helpdesk support to resolve technical issues promptly.
• Implemented training programs to optimize processes and improve workforce performance.

• Handling Telecom, Cluster and RHD, Paytm
• Coordinate with Recruitment team to ensure the requisite manpower is available in a timely manner
• Responsible for New Transitions, Ramp Up and Ramp Down
• Identify Root cause analysis and implement action plans if the scores are below 85%
• Having Involved into operation & Quality related activities to improve center performance
• Creating and developing a positive working environment to enhance productivity through personal impact by way of team meetings, 1:1's etc
• Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency
• Schedule and allocate appropriate resources to complete the training on schedule
• Ensure daily tests average is greater 85%
• Map the performance of each trainer batch wise
• Time and motion studies to reduce AHT
• Publishing Training calendar
• Conducting TTT for trainers
• Being POC for all Training related activities
• Regular tracking of the trainees scores (0 to 30)
• Conducting team audits and reviews on regular basis
• Initiated Projects for improving Center performance

• Handling Airtel Tele Media
• Conduct new hire training (Soft skills and process related)
• Support new hires during On Job training
• Maintain a throughput of 83% and Certification throughput of 90%
• Meet Error free target of 40% set by the client during OJT
• Monitor 5 calls on a daily basis during OJT to reduce AHT and increase Error free percentage
• AHT was maintained at 210 seconds during hand over to operations
• Maintained a Training feedback score of 85%
• Coordinate with quality team to obtain TNI based on OJT and on floor audits
• Conducted refresher training based on the TNI provided by quality team
• Maintained post refresher training performance at 85%
• Identify the reason for lapses (Skill / Will) and provide action plan to improve the scores
• Publish refresher training report to operations / quality on a weekly basis
• Attend calibration session with quality / operations / client and ensure the variance is less than 5%
• Attend conference calls with the clients on new product launch / existing process change and cascade the same to the floor
• Measure the effectiveness of the new launch or process change and meet the requirement of 80% target set by the client
• Was also handling training related dashboards
• Was also acting as a backup for SPOC

• To interface with the operational teams for continuous feedback on the floor performance and client requirements
• Interacting with clients for daily updates and updating the entire floor with current updates and maintaining update a tracker on daily basis
• Taken complete ownership of the process quality and a seamless service is delivered by live call monitoring, coaching and feedback
• Conducting weekly product refresher quiz and calibration
• Appreciating the executives and recognizing them through rewards
• Co-ordinate with the clients and being a single point of contact for the clients
• Analyzing quality of resolution (Out Bound activity)
• Observation & findings in reducing Repeats & Re-raises (RCA)
• Handling refresher training on floor
• Organizing fun & events for the employees
• Monitoring agent’s online calls & instant feedback given
• Maintaining track about Quality, AHT, ACW, Tagging on agents calls
• Handling Briefings for Outgoing & Incoming executives
• Analyzing the process gap between client & company & filling the gaps as required