Ugrasen Singh
Call Centre Manager
Summary
Dynamic professional with a proven track record at Concentrix Daksh Services, excelling in performance improvements and team leadership. Successfully enhanced customer satisfaction through strategic initiatives and effective conflict resolution. Adept at staff development and operations management, driving team collaboration to achieve corporate objectives and foster a positive work environment.
Overview
11
11
years of professional experience
Work History
Deputy Manager
Concentrix Daksh Services India Pvt Ltd
06.2023 - Current
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
Assistant Manager
Concentrix Daksh India Pvt Ltd
09.2016 - 07.2023
- GurgaonSupervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Team Leader
Hero BPO
09.2015 - 09.2016
- GurgaonSet performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Bachelor of Arts - Arts
Dr Ram Manohar Lohia Avadh University Ayodhya
Uttar Pradeah06-2012
Skills
Performance improvements
Cost analysis and savings
Task delegation
Process and procedure development
Operations management
Staff training and development
Recruiting skills
Conflict resolution expertise
Decision-making capacity
Problem-solving
Team leadership
Customer relations
Decision-making
Time management
Team motivation
Team building
Customer relationship management (CRM)
Project management
Project management abilities
Customer service
Team collaboration
Staff management
Performance evaluation
Employee performance evaluations
Performance reviewing
Employee performance evaluation
Staff development
Employee scheduling
Timeline
Deputy Manager
Concentrix Daksh Services India Pvt Ltd
06.2023 - Current
Assistant Manager
Concentrix Daksh India Pvt Ltd
09.2016 - 07.2023
Team Leader
Hero BPO
09.2015 - 09.2016
Bachelor of Arts - Arts
Dr Ram Manohar Lohia Avadh University Ayodhya