Syed Tanveer Hasan
New Delhi
Summary
Detail-oriented Assistant Manager with a proven track record in training and development. Establishes clear guidelines and enforces consistent policies to enhance staff satisfaction and achieve key objectives. Demonstrates strong relationship-building, multitasking, and decision-making skills.
Overview
14
14
years of professional experience
Work History
Assistant Manager– Training
Teleperformance India Pvt
Lucknow
08.2023 - Current
- At Teleperformance Lucknow developed pilot batch for smooth running of operational requirements year 2023 as a part of process expansion.
- Ramp up for increasing efficiency of operations by 300+ advisors by commencing successful certification and handover
- Followed training for grade 2 and grade 3 training for Team Leaders, quality & AM for pilot batch and site expansion
- Leadership handover about 30+ for grade 2 and 10+ for grade 3 to the operations and quality
- Daily business review and reporting (DBR) with leader ship and weekly business review (WBR) with core team and leadership
- RNR for successfully delivering the pilot batch of 350+ advisors and grade 2 leadership.
- Making sure that everyone adheres to the company policies
- Hiring new personnel as per the requirements
- Reviewing & Developing the PKT for agent level and leadership
- Ensuring operational handovers and certification of the new hires as per targets
- Conducting induction and review the batches hand over after pre process
- Team monthly reviews and infraction control
- Shrinkage & Attrition control – EWS
- Alignment of a batch towards respective trainers
- One on one meetings and review with trainers
- Managed training team as an AM
- Ensuring training session outlines as per daily TOPS.
- ( Process : Amazon.In )
Assistant Manager–Consumer Operations
BharatPe Pvt. Ltd
Gurgaon
01.2023 - 11.2023
- Governance of escalation process in the organization base do the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
- Cross Functional collaboration to address product/process/technical issues impacting consumer operations/escalations
- Liaising with internal team to evaluate possible risks for any new possible release & plan for mitigation
- Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
- Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction
- Driving response time, accuracy and communication on social escalations
- Ensuring walk-in customers/merchants are addressed as a priority
- Weekly call with partners ensuring that the operation is smooth, and the call/chat quality is up to the mark
- Role:
Team Leader
Teleperformance Global Pvt Ltd
New Delhi
09.2020 - 07.2022
- Responsible for maintaining CSAT, AHT, Shrinkage, Attrition and Quality scores.
- Transaction monitoring of CSAT (remote and SBS) for audit and feedback purposes
- Sharing daily performance updates with the team
- Effective management of Bottom Quartile performers by providing them with special mentoring and coaching sessions
- Ensure effective feedback is given to concerned consultant on a one-on-one basis.
- Responsible for identifying the training needs of individuals and the respective groups.
- Cascading of briefings and updated to all advisors and ensure the completion of daily/weekly process tests.
- To attend Quality-Training-Operations calibration sessions weekly/monthly
- Floor support and escalation management (real time call and chat to ensure closure of escalation)
- Facilitating monthly knowledge tests to bridge skill gaps of the team. Monitoring advisers’ productive wise conversion targets
- Helping advisers meet their quality thresholds through continuous coaching and feedback.
- Expectation setting of all new joiners to ensure the target completion and performance from day one
- Conduct RCA (Root Cause Analysis) for failure to meet quality following 5 “Why” rule.
- Providing warning letters basis advisor behavior and post resignation formalities (AIT, FN, Etc.) Data preparation and representation for MBR’s, QBR’s and YBRs etc.
- Role:
Quality Analyst
Intelenet Global Services
New Delhi
11.2017 - 09.2019
- Transaction monitoring (remote and SBS) for audit and feedback purposes. Sharing daily performance updates with the team.
- Effective management of Bottom Quartile performers by providing them with special mentoring and coaching sessions
- Facilitate the certification process for the new joiners’ post completion of process training.
- Act on behalf of Team Leader in his/her absence for team Related Tasks
- Cascading of briefings and updated to all advisors.
- Floor support and escalation management (real time and call retrieval requests).
- Facilitating monthly knowledge tests to bridge skill gaps.
- Monitoring and mentoring advisers’ productive wise conversion targets
- Helping advisers meet their quality thresholds through continuous coaching and feedback.
- Role:
Acting Team Leader
Intelenet Global Services
New Delhi
12.2015 - 05.2017
- Transaction monitoring (remote and SBS) for audit and feedback purposes. Sharing daily performance updates with the team.
- Effective management of Bottom Quartile performers by providing them with special mentoring and coaching sessions
- Facilitate the certification process for the new joiners’ post completion of process training.
- Act on behalf of Team Leader in his/her absence for team Related Tasks
- Cascading of briefings and updated to all advisors.
- Floor support and escalation management (real time and call retrieval requests).
- Facilitating monthly knowledge tests to bridge skill gaps.
- Monitoring and mentoring advisers’ productive wise conversion targets
- Helping advisers meet their quality thresholds through continuous coaching and feedback.
- Role:
Team Coach
Intelenet Global Services
New Delhi
10.2013 - 12.2015
- Transaction monitoring (remote and SBS) for audit and feedback purposes. Sharing daily performance updates with the team.
- Effective management of Bottom Quartile performers by providing them with special mentoring and coaching sessions
- Facilitate the certification process for the new joiners’ post completion of process training.
- Act on behalf of Team Leader in his/her absence for team Related Tasks
- Cascading of briefings and updated to all advisors.
- Floor support and escalation management (real time and call retrieval requests).
- Facilitating monthly knowledge tests to bridge skill gaps.
- Monitoring and mentoring advisers’ productive wise conversion targets
- Helping advisers meet their quality thresholds through continuous coaching and feedback.
- Role:
Senior Sales Executive
Intelenet Global Services
New Delhi
01.2012 - 10.2013
- Transaction monitoring (remote and SBS) for audit and feedback purposes. Sharing daily performance updates with the team.
- Effective management of Bottom Quartile performers by providing them with special mentoring and coaching sessions
- Facilitate the certification process for the new joiners’ post completion of process training.
- Act on behalf of Team Leader in his/her absence for team Related Tasks
- Cascading of briefings and updated to all advisors.
- Floor support and escalation management (real time and call retrieval requests).
- Facilitating monthly knowledge tests to bridge skill gaps.
- Monitoring and mentoring advisers’ productive wise conversion targets
- Helping advisers meet their quality thresholds through continuous coaching and feedback.
- Role:
Education
Hamid Inter College
Rampur, U.P., IndiaRaza Inter College
Rampur, U.P., IndiaKalinga University
Raipur, IndiaSkills
- Well conversant with MS Office Suite (Word, PowerPoint & Excel) and Internet Applications, Hands on NICE, Timatic Web applications etc
Languages
Languages Known: English, Hindi, and Urdu
Training
- Effective Feedback/Coaching Technique
- Microsoft Excel Workshop
- How to maintain Process Standards
- Planning & Prioritizing
- Motivation & Enthusiasm
- Business Communication
- Time Management
- Effective Sales
- MS PowerPoint
- Corporate Etiquettes
Timeline
Assistant Manager– Training
Teleperformance India Pvt
08.2023 - Current
Assistant Manager–Consumer Operations
BharatPe Pvt. Ltd
01.2023 - 11.2023
Team Leader
Teleperformance Global Pvt Ltd
09.2020 - 07.2022
Quality Analyst
Intelenet Global Services
11.2017 - 09.2019
Acting Team Leader
Intelenet Global Services
12.2015 - 05.2017
Team Coach
Intelenet Global Services
10.2013 - 12.2015
Senior Sales Executive
Intelenet Global Services
01.2012 - 10.2013
Hamid Inter College
Raza Inter College
Kalinga University