SUSHIL MANE
BPO, Customer Service Operations
Thane
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
A Lean Six Sigma Green Belt Certified Professional with 18 years experience in BPO spread across Operations, Quality, Training & Call Center Technology. Experience of inbound, outbound in domains like telecom, Investments, Insurance Auto & finance with experience of customer service, sales, lead generation, lead closure, upselling, etc.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Vodafone idea Ltd.
04.2022
- Responsible for Inbound and outbound call Centre operations across partners
- Partner management – SLA, Manpower and Forecasting, etc
- Delivering best ever NPS, Quality Scores, improving customer retention with predictive churn management
- Delivering inbound KPIs, like service levels, Abandon, NPS, etc
- Responsible for eliminating escalations for contact centers
- Responsible for delivering CC productivity, occupancy, utilization, etc
- Guiding partners to plan employee grooming, coaching, training to imbibe skills as per industry requirements
- Tracking new hire training and refresher effectiveness to mitigate performance impact
- Doing reviews with key supervisors and bottom quartile support staff to understand challenges and driving partner staff to take necessary actions for improving opportunities
- Tracking the audits conducted by partner quality team vs feedback closure and effectiveness of these feedbacks on repeat reduction and NPS improvement
- Regular reviews of non-value adds in ACHT, Knowledge portals, Processes to reduce agent efforts to deliver FTR which results in better customer experience
- Identification of journeys which can be handled through digital channels / IVR to reduce calls at contact centers
- Conducting partner reviews to improve performance
- Sharing insights with product teams and senior leadership to improve product, process, quality of acquisition, etc
- Making project plans & delivering projects within timelines
- Preparation & presentation of reviews to stakeholders / senior leadership
- Regular reviews of leakages, operational factors causing impact on experience & KPIs, tracking improvements
- Leading cross-functional teams to derive business outputs
- Governance of dialing process adherence across Genesys, taking steps to improve adherence through system deployments
- Conducting partner reviews and governing improvements
- Creating SOPs, Contracts, SOW and governance of partner billing, Rewards and Penalties
- Handling partner grievance and escalations.
Manager Corporate
Bajaj Finserv Direct Limited
05.2021 - 04.2022
- Handling Governance, Strategic Initiatives & Center of Excellence for call center operations
- Span of 600 associates
- Involvement and presence in monthly/ quarterly/ periodic business / sales reviews / independent call centre reviews
- Periodic discussions with the Call Centre partners that may involve business, Lead generation, sales, productivity, efficiency, metrics, headcount, infrastructure, etc
- Standardization of call center and sales processes, practices across various business functions of BFDL – Loans, Insurance, Cards, EMI Store, other or new businesses which may require intervention, guidance or set-up
- Overall, in-change on behalf of the Organization for Call Center Partner relationship management, grievance redressal and ensure appropriate and fair decisions are implemented in the mutual interest of the Organization and Partners
- Driving operation & interventions in bottom quartile accounts & help teams to achieve set targets, make operations sustainable
- Call Center Strategic and Compliance/ Legal initiatives which covers Execution and implementation of current contracts and agreements
- Creation of new contracts, clauses, amends, etc
- As deemed necessary
- Creation of SOW, SOPs as necessary, in conjunction with business teams
- Evaluation and new partners, service providers, RFPs, sales/ technology solutions, etc
- Adverse action or notice in case of non-adherence by Partners to contractual clauses and obligations, such as span, mandated buffers, etc
- Commercials, negotiations, pricing revisions, annual increments with regards to COLA/ adhoc, exception payments which need to be made to the Partner for specific services
- Bottom quartile performance delivery & governance
- Documentation and implementation of Call Center processes, process design and standardization and any best practice ideas that may improve sales, productivity, agent / business output
- Strategic initiatives or time-based projects for the Organization where deployment of Call Center technology or call centre resources may be required, such as WFH / IBA initiatives, PSF transition to a dialer solution, etc
- To ensure critical agent and Partner staff developmental and mentorship activities are undertaken which encourages people development and growth in knowledge and skill
- This covers knowledge sessions, certifications, training interventions, IJPs and people growth plans
- Interventions or reporting, as may be required by BFDL management - Dashboards, management reports, RTM, remote call listening or tracking solutions, etc
- Review and process level involvement of technology enablers (such as telephony solutions/ dialers (updates to dialer SOP), telecom set-up, calling efficiency, dialer integration, call routing logics, API integration, EP-CRM CTI platforms used by call centre, technology enabled solutions such as Knowledge Portals, Quality Audit or Workforce management or other solutions which are used as call centre support applications
- Ownership and front-ending of discussions with the Call Centre partners in conjunction with business teams, that relate to headcount management, ramp-up, ramp-down, people rationalization/ role changes/ transfers between teams or business verticals, technology or physical infrastructure, disciplinary action that may result in redundancy or lay-offs, etc
- To ensure monthly /periodic billing logic and working compliance, with the intent to plug any financial leakages to the Organization and monthly / periodic audits of the billing / incentives/ vendor pay-out working files, approval processes will be undertaken
- Organization level standardization of incentive schemes which are announced for the Partner or outsourced teams for sales and business delivery
- Interventions at process and adherence level with regards to Partner agent or staff – sourcing & hiring processes, EWS and attrition management guidelines, attendance & shrinkage management, or other operational elements where business teams can request for further involvement of the governance team members
- Data security & Compliance, InfoSec audits, technology compliance, involvement or leading any internal or external audits which may be necessary from time to time.
Lead Manager Operations
Tech Mahindra
07.2018 - 05.2021
- Managing Prepaid, Postpaid, dealer helpline and tele-verification desk for Maharashtra and Mumbai circle of Leading Telecom operator
- Managing PnL to ensure profitability is delivered in each project
- Management and coordination of overall operations, SLA delivery across all processes, quality and general administration
- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores
- Manage conference calls/ reviews & other communication with the client and build a rapport with key client contacts & Farming, supporting new business initiatives
- Team Management and People Development, Lead, motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required
- Support Learning and development initiatives, staff motivation, retention programs
- Effectively implement rewards/recognition, appraisal & Incentive programs
- Delivering quality standards basis transactional audits, TNPS
- Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations
- Capacity planning followed with regular review of manpower deployed in multiple campaigns & developing ways for optimization to increase profitability
- Evaluating hiring forecast & co-ordination with recruitment team to ensure timely delivery of manpower
- Regular review of Operational efficiencies like shrinkage, attrition, AHT & deploying corrective plans to ensure smoother delivery of SLAs
- Suggesting changes in training basis of learning from ongoing OJT
- Plans and oversees strategic, operational, and administrative programs under the projects managed
- Establishes and implements short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures
- Analyzes, designs, documents, and implements internal reporting systems and procedures for the business entity
- Designs, coordinates, and suggests training programs for personnel within the organization and its components
- Manages and provides day-to-day leadership to various professional, and administrative personnel engaged in specified project activities
- Comprehensive application of knowledge and expertise gained at a professional level, in all the areas applicable to the specified role
- Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures
- Ability to analyze complex problems, interprets operational needs, and develops integrated, creative solutions
- Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals
- Working knowledge and understanding of the principles and processes of computerized business and operating systems
- Ability to gather data, compile information, and prepare reports
- Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
Manager Operations
Aegis Limited
05.2015 - 07.2018
- Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Maintaining best position among all service partners on cross-selling revenue generation
- Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
- Recruiting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems
- Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
- Preparing call center performance reports by collecting, analyzing, and summarizing data and trends
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value
- Planning day to day operations & close monitoring of planned vs
- Delivered on all metrics
- Ensuring the team is motivated to exceed the targets set on various KPIs like SL, TNPS, ACHT, Retention, Offer pitching
- Ensuring compliance is maintained in all activities & precautionary measures are deployed to avoid non-compliance
- Meeting revenue targets
- Conducting call listening activities to identify opportunity areas along with defining an approach towards call handling
- Conducting performance reviews of assistant managers & Team leaders, tracking improvements
- Deploying action plans for bottom quartile improvement & ensuring improvement
- Other achievements: Has been always ranked in the top 5 circles among Pan India, 4 times has been ranked 1st in Pan India
- Has been awarded for higher profit generation partner through up-selling
- Multiple times awarded as the best partner among all partners
- Rewarded as the best AM & best process in the center.
Manager Operations
iPing BPO – Division of Suchetan Commercial & Marketing Pvt Ltd
12.2009 - 04.2015
- Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Maintaining best position among all service partners on cross-selling revenue generation
- Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
- Recruiting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems
- Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
- Preparing call center performance reports by collecting, analyzing, and summarizing data and trends
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value
- Planning day to day operations & close monitoring of planned vs
- Delivered on all metrics
- Ensuring the team is motivated to exceed the targets set on various KPIs like SL, TNPS, ACHT, Retention, Offer pitching
- Ensuring compliance is maintained in all activities & precautionary measures are deployed to avoid non-compliance
- Meeting revenue targets
- Conducting call listening activities to identify opportunity areas along with defining an approach towards call handling
- Conducting performance reviews of assistant managers & Team leaders, tracking improvements
- Deploying action plans for bottom quartile improvement & ensuring improvement
- Other achievements: Has been always ranked in the top 5 circles among Pan India, 4 times has been ranked 1st in Pan India
- Has been awarded for higher profit generation partner through up-selling
- Multiple times awarded as the best partner among all partners
- Rewarded as the best AM & best process in the center.
Assistant Manager - Operations
Andromeda Mkt. Pvt. Ltd.
12.2009 - 03.2009
- New Hire Certification
- Evaluations targets & feedbacks
- To provide training needs for refresher trainings
- To provide inputs to knowledge management & Ops team
- To conduct briefings of floor agents & meets with supervisory team & management team
- Call Calibrations
- Weekly meeting with evaluators
- Product Knowledge Test (PKT)
- Process Audits
- Voice of Customer (VOC)
- Knowledge Management Team
- Dipstick of Operations & support staff & Test calls
- Performance Improvement Plans & Motivational Contests.
Education
Graduate - undefined
Mumbai Hindi University
Skills
Team leadership expertise
Certification
Lean Six Sigma Green Belt Certified
Self Analysis
A self-disciplined and systematic person. Team Worker. Good listener with a flexible but positive attitude. Exceptional focus and follow-through abilities, innovative & creative thinker.
Personal Information
- Date of Birth: 03/03/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Assistant General Manager
Vodafone idea Ltd.
04.2022
Manager Corporate
Bajaj Finserv Direct Limited
05.2021 - 04.2022
Lead Manager Operations
Tech Mahindra
07.2018 - 05.2021
Manager Operations
Aegis Limited
05.2015 - 07.2018
Manager Operations
iPing BPO – Division of Suchetan Commercial & Marketing Pvt Ltd
12.2009 - 04.2015
Assistant Manager - Operations
Andromeda Mkt. Pvt. Ltd.
12.2009 - 03.2009
Graduate - undefined
Mumbai Hindi University
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