Syed Mohammed Omar Ali
Kolkata
Summary
A seasoned professional with 13 years of experience in the Contact centre, Rich and varied experience in Operations Management, Delivery Management, Client relationship management, & Team Management. The complete Profit & Loss Responsibility for the Site. Vast experience in Customer Service, and Operational Excellence. Extensive Team Management exposure with the ability to lead large teams in accomplishing challenging team/organizational goals. Proficient in managing & leading large teams for running successful process operations
Overview
13
13
years of professional experience
Work History
Associate Director, Service Delivery - EMEA
Fusion CX
Casablanca
04.2024 - Current
- Established key performance indicators which were tracked regularly against set targets.
- Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
- Implemented innovative solutions for difficult problems encountered by the department.
- Analyzed data collected from various sources in order to identify trends or areas requiring further investigation or action.
- Evaluated performance of subordinates through regular feedback sessions and annual reviews.
- Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
- Developed and implemented strategies to increase organizational effectiveness and efficiency.
- Assisted senior leadership team in developing long-term strategic plans for the organization.
- Provided guidance and support to staff in order to maximize their performance.
- Oversaw day-to-day operations of the organization including personnel management, program development and implementation.
- Monitored budgeting, forecasting, planning and reporting activities of the department.
- Created effective communication channels between different departments in order to facilitate collaboration.
- Produced thorough, accurate and timely reports of project activities.
Head Service Delivery - EMEA & APAC
Fusion CX
Kolkata
08.2023 - 03.2024
- Leadership role in planning annual budgets for each department based on forecasted sales volumes.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Facilitated team meetings and workshops to align on goals and strategies.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Implemented process improvements to increase operational efficiency and reduce costs.
Service Delivery Head - India Operations
Fusion CX
Kolkata
11.2022 - 08.2023
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Site Head
Fusion (Xplore Tech Services PVT LTD)
Kolkata
10.2021 - 10.2022
- A complete Site Responsibility in terms of Internal and External KPIs
- Managing Site with complete ownership
- Managing the Site administrative work
- Managing Site Profit and Loss along with SGA Cost and EBIDTA Analysis
- Successfully Managed the Staffing to ensure less cost Incurred in COGs on monthly Basis to ensure the Gross Margin for the Site is right up there as per the Asked from the ORG
- Successfully Managed to the Site Attrition to ensure no extra cost Spent on Hiring and Training
- Managing and building the Client Relationship in order to ensure the Health of the Process is up to the mark
- Involved in Discussions with BD and Client services Team to have more New Business and how to Scale up the existing Business on Site to ensure that the overall site Revenue (profitability) is on an Increasing Trend MoM.
Operations Manager
Fusion (Xplore Tech Services PVT LTD)
Kolkata
03.2020 - 09.2021
- Heading the Pan India Project for E-commerce Process with 1500+ FTEs
- Managing the Pan India Process KPIs
- Managing performance & Client handling to ensure client goals/SLA are met namely Service level, Abandoned, CC CSAT scores , FCR %, &Quality Adherence
- To ensure efficient functioning of the team, Provide direction to the team and ensure targets are met and compliance adhered
- Provide regular and systematic feedback to the team on performance indicators
- Provide performance feedback to the team members through scheduled reviews
- Identify best practices and process re-engineering opportunities
- Implementing these within the team and across similar teams in operations
- Identify bottom quartile Associates & facilitate retraining with the help of trainers/QC and closely monitor their post training performance
- Participate in client monitoring sessions and share client feedback with the team
- Ensure participation of team members in extra-curricular activities in the organization
- Developing the skills of existing team members and preparing them to take on different roles within the process/organization
- Collating the data on a weekly basis and submit all the reports and reviews to program manager with respect to team performance
- Managing performance & Client handling to ensure client goals/SLA are met namely Answer Level, Quality Adherence
- Focussing on Profitability of the Account and handle Corporate & Client relationships.
Deputy Manager
Fusion (Xplore Tech Services PVT LTD)
Kolkata
03.2019 - 02.2020
- Running a team with 400+ FTEs with more than 6 LOBs
- Managing the Team along with the desired KPIs.
Assistant Manager
Cegura Technologies Services PVT LTD
06.2017 - 12.2018
- Running a team with 45 Heads for UK Process
- Managing the Team along with the desired KPIs
- Day to Day target Meet and team discussion
- Working on BQM and Focus to convert Ranking and performance of the Advisors from C's to B's and B's to A's.
Sr. Team Leader
Vishnu Solutions PVT LTD
06.2012 - 12.2016
- Running a team with 75 Head for UK, US and Australia
- Managing the Team along with the desired KPIs
- Dealing with Client on the Daily Performance Discussion
- Day to Day target Meet and team discussion
- Team Bonding
- Controlling Attrition and Shrinkage.
Team Leader
Vishnu Solutions PVT LTD
06.2012 - 12.2016
- Running a team with 75 Head for UK, US and Australia
- Managing the Team along with the desired KPIs
- Dealing with Client on the Daily Performance Discussion
- Day to Day target Meet and team discussion.
CCE
Vishnu Solutions PVT LTD
06.2011 - 05.2012
- Taking calls and Meeting the desired Individuals Targets.
Education
Bachelor of Commerce - Accounting And Business Management
Acharya Jagadish Chandra College (AJC)
Kolkata, India06-2016
GED -
ST. Pauls Mission School
Kolkata, India04-2012
High School Diploma -
St. Joseph Day School
Kolkata04-2010
Skills
- Results-oriented
- Executive leadership
- Organizational skills
- Self-motivation
- Creativity
- Initiative
- Problem-solving
- Operational efficiency
- Revenue growth
- Business operations management
- SLA management
- Client management
- Performance management
- P&L management
- Data presentation
Timeline
Associate Director, Service Delivery - EMEA
Fusion CX
04.2024 - Current
Head Service Delivery - EMEA & APAC
Fusion CX
08.2023 - 03.2024
Service Delivery Head - India Operations
Fusion CX
11.2022 - 08.2023
Site Head
Fusion (Xplore Tech Services PVT LTD)
10.2021 - 10.2022
Operations Manager
Fusion (Xplore Tech Services PVT LTD)
03.2020 - 09.2021
Deputy Manager
Fusion (Xplore Tech Services PVT LTD)
03.2019 - 02.2020
Assistant Manager
Cegura Technologies Services PVT LTD
06.2017 - 12.2018
Sr. Team Leader
Vishnu Solutions PVT LTD
06.2012 - 12.2016
Team Leader
Vishnu Solutions PVT LTD
06.2012 - 12.2016
CCE
Vishnu Solutions PVT LTD
06.2011 - 05.2012
Bachelor of Commerce - Accounting And Business Management
Acharya Jagadish Chandra College (AJC)
GED -
ST. Pauls Mission School
High School Diploma -
St. Joseph Day School
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