Vishal Mehta
Operation Manager BPO
New Delhi
Summary
A dynamic professional with over 14 years of experience in Operations Management, Customer Relationship Management & Team Management in BPO sector.
Core Competencies: Operations Management, Customer Relationship Management, Process Management, Client Management, People Management, P& L. Goal-oriented manager with distinguished experience in E-Commerce, Travel, IT support, Telecom & Marketing industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Accomplished Sales Manager offering 3 years of experience developing. Diligent in building and retaining accounts by providing support and attentive service. Expertise in marketing strategies, product promotion and merchandising to achieve market penetration. Successful record of expanding network connections through persuasive brand imaging.
Overview
14
14
years of professional experience
16
16
years of post-secondary education
2
2
Languages
Work History
Business Development & Sales Manager
1 Stop Merchandising Solutions
02.2024 - Current
- Served as the trusted advisor to clients on industry trends, best practices, and emerging technologies that could benefit their businesses.
- Experience in managing International and Domestic clients and processes.
- Running successful Operations, trainings & quality programmed service standards for business excellence.
- Handling voice, email, social media & fulfillment teams.
- Prepare and analysis process performance reports.
- Enhanced collaboration between internal teams and external partners, leading to improved efficiency in project delivery.
- Maintained up-to-date knowledge of industry developments, leveraging this expertise to provide valuable insights to clients on how they can stay ahead of competition.
- Increased customer satisfaction by consistently exceeding expectations in delivering high-quality service and support.
Deputy Manager of Operations
Concentrix
05.2018 - 02.2024
- • Handled team of 10 Team Leaders
- • Based on performance and results, was given responsibility to streamline new LOB's performance. Streamlined 3 LOB's in 10 months tenure. Got Best AM award for last LOB handled and was moved to new Queue.
- • Maintain and improve operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans with regular follow-ups and guidance, completing system audits and analyses, managing system and process improvement and quality assurance programs.
- • Leading high level CPM projects.
- • Capacity planning and cost/benefit analyses.
- • Tracking average revenue per hour per agent/TL/Process
- • Provide regular status reporting to the management and the team members. Identify and manage risks & issues.
- • Prepare call centre performance reports by collecting, analyzing, and summarizing data and trends.
- • Deliver high standards of service to customers by making the most effective and efficient use of call centre staff and technology resources.
- • Manage expectations of clients on timelines.
- • Keeping a track of TL KRA's and their performance.
- • Determining operational strategies by conducting needs assessments, performance reviews.
- • Conduct calibration each fortnight with clients and maintain a 0% variation between Client Quality and Process Quality
- • Interact with senior and executive management through face-to-face discussion, group presentations and other communication.
- • Keep a track of Active and Inactive headcount.
- • Deciding upon call volume targets and planning headcount accordingly and communicate with Top management and HR team for hiring requirements and other HR related activities.
- • Keeping a track of hiring status and training headcount.
- • Accomplish HR objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
Team Leader, Sales Operations
Aegis BPO
11.2016 - 11.2017
- Handling a team of 15 FTE's.
- Mentoring and up skilling them to ensure they meet the CMP's / KRA's.
- Maintaining all the documentation for the team and its performance.
- Scheduled adherence Auditing Team calls
- Making Action plans and doing Root cause analysis for low performance in CPM's.
- Coaching and Feedback sessions for agents Conducting briefings
- Preparing ROW (Rep of the week) and ROM (Rep of the month) Preparing BSC (Balance Score Card) for monthly reviews.
- Conducting one on one session with Team Members. Sending cadet reports to the team on a daily basis Doing call calibrations along with QA and TL's.
- Preparing EWS before 25th of every month.
Senior Quality Analyst
Snapdeal.com
05.2015 - 10.2016
- Managing the Smooth Transition of Internal Contact Centre to Outsource contact centre located in – Mumbai, Chandigarh & Bengaluru.
- Team performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.
- Monitor quality SLAs & Quality of outsource service partners by doing business level audits & weekly Business Reviews along with bridging identified gaps in previous reviews.
- Monitoring & driving activities across partners to achieve C-SAT & CQ .
- Process Correction recommendation. Designing the processes / policies and documentation.
Performance Specialist
Iyogi Technical Services
09.2010 - 03.2015
- Handling a team of 15 FTE's.
- Mentoring and up skilling them to ensure they meet the KRA's.
- Maintaining all the documentation for the team and its performance.
- Auditing Team calls Daily.
- Making Action plans and doing Root cause analysis for low performance in Weekly.
- Coaching and Feedback sessions for agents & Conducting briefings.
- Preparing ROW (Rep of the week) and ROM (Rep of the month).
- Preparing BSC (Balance Score Card) for monthly reviews.
- Conducting one on one session with Team Members.
- Doing call calibrations along with QA and TL's.
Education
Bachelor of Commerce -
Chhatrapati Shahu Ji Maharaj University
Kanpur, India 08.2005 - 10.2008
High School Diploma -
Bosco Public School
New Delhi, India 03.1991 - 05.2004
Skills
Performance Analysis
Timeline
Business Development & Sales Manager
1 Stop Merchandising Solutions
02.2024 - Current
Deputy Manager of Operations
Concentrix
05.2018 - 02.2024
Team Leader, Sales Operations
Aegis BPO
11.2016 - 11.2017
Senior Quality Analyst
Snapdeal.com
05.2015 - 10.2016
Performance Specialist
Iyogi Technical Services
09.2010 - 03.2015
Bachelor of Commerce -
Chhatrapati Shahu Ji Maharaj University
08.2005 - 10.2008
High School Diploma -
Bosco Public School
03.1991 - 05.2004
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