Operations Leader with 5+ Years in BPO/ITES Management

Synopsis:

To attain a challenging and responsible position, where I can enhance my skills and Capabilities in consonance with the organization’s goals and objectives. Professional Experience:

Organization: Conneqt Business Solutions (Myntra Process) Location: Indore

Designation: joined as an Asst. Manager in 2021, 1st Apr’23 promoted as a Deputy Manager,

& on 1st of Oct’24 promoted as an Operations Manager. Sep 2021 to till date

Job Description:

Responsible for maintaining the performance of pool (approx. 450+ Champions).

Responsible to Deliver the EWT & to Deliver Answering.

Responsible to maintain desired Average handling time.

Responsible to manage the Floor & Shift.

Managing the Client requirement & Implement all the stuff in Teams.

Responsible to maintain the Roster for entire floor population.

Highlighting issues to the client and get it resolved on real time basis.

Connecting with the Teams to ensure the delivery of the desired performance.

Responsible to attend WBR, MBR & QBR.

Check TL audits randomly, AOA when required to check the mechanism.

Responsible to check the Coaching & Feedback efficacy of Team leader.

Doing Dip-check & skip level meeting in Span

Running Projects in Team & on floor to improve the KPI’s.

Responsible to manage Shrinkage & Attrition.

Responsible to close loop on ZTP cases,

Organization: AEGIS (VIL Process)

Location: Bhopal

Designation: Asst. Manager

April 2019 to Dec 2020

Job Description:

Responsible for maintaining the performance of 5 Teams (5 Team Leaders 120 CSA’s).

Responsible to Deliver the SL & Abn on daily basis.

Responsible to manage the Floor & Shift.

Managing the Client requirement & Implement all the stuff in Teams.

Responsible to maintain the Roster for entire floor population.

Highlighting issues to the client and get it resolved on real time basis.

Connecting with the Teams on required time

Responsible to attend MBR & QBR.

Playing Role of whole sole Shift In charge.

Running Projects in Team & on Floor to improve the KPI’s. Deepak Dotwal

Mobile : +91-722******* ; Email: ****.********@*****.*** Organization: First Source/Vertex (Airtel Broadband) Location: Bhopal

Designation: Process leader

Sept 2016 to Aug 2018

Job Description:

Responsible for maintaining the performance of 14 Advisors + 2 SME’s.

Constant monitoring to maintain FTD and MTD score of AHT, Quality, Attrition, shrinkage, Unique tagging% and SR rejection data

Auditing one call of each advisor per day.

C-Sat audit for BQ advisors.

Coaching is provided to each advisor as per the roster planned. Organization: Magnum (Reliance)

Location: Bhopal

Designation: - Team Leader

Duration:- Jun 2015 to Sep 2016

Job Description:

● Handling team of 20-22 agents

● Responsible for achieving the collection targets.

● Daily health checks audits and share the observation with the senior management.

● Pre-shift briefing for goal setting updates and minus one day performance.

● Post-Shift briefing regarding clearing doubt, taking projection and appreciation for target achievers.

Organization: Mphasis (Idea):

Location: Indore

Designation: - Asst. Unit Manager

Duration:- Mar 2012 to Aug 2014

Job Description:

● Handling team of 25 agents

● Responsible for achieving the collection targets.

● Daily health checks audits and share the observation with the senior management.

● Pre-shift briefing for goal setting updates and minus one day performance.

● Post-Shift briefing regarding clearing doubt, taking projection and appreciation for target achievers.

Organization: First Source (Airtel DTH):

Location: Indore

Designation: - Executive/SR.Executive/SME

Duration:- Jun 2010 to Jan 2012

Job Description:

● Taking 2ndlevel Escalation Calls and forward the details to team leader.

● In Spare part learnt with team leader how to handle the team.

● Doing calls audits & shared the feedback with colleagues.

● Taking calls & managing Self Performance.

● Taking initiative to guide the process to new comers in Team.

● To learn - Doing calls audits & shared the feedback with colleagues.

● Sometimes managed new batches as a Subject Matter Expert. STRENGTHS:

● Responsible and committed.

● Result oriented, with excellent ability to adapt to any change, whatsoever with ease.

● Strong customer focus. Ability to quickly adapt the product and process knowledge. Personal Details:

● Date Of Birth 16July ’1986

● Gender Male

● Marital Status Married

● Nationality Indian

● Language Known English, Hindi & Marathi.

● Hobbies Playing Cricket

Persona Education:

● B.Com Graduate.

Persona Extra Curricle Activity:

● National Level "B" Certificate in NCC (National Cadet Corps) Ex Achievement:

● Winner in CC fest (Client Sale incentive) in last 3 consecutive sale rewarded with prize for being a Top AM in Conneqt Business Solutions for Myntra process. DATE : Deepak Dotwal

PLACE :

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