Call Center Head

CURRICULUM VITAE

ILAYARAJA CHANDRASEKAR

No. 56/2, Munuswamynagar,

Ponniyammanmedu,

CHENNAI – 600110. INDIA

Home No. +91-44-649*****

Mobile No. +91-978******* (M)

Email: *********.************@*******.***

CURRICULUM VITAE

PROFESSIONAL EXPERIENCE (8+ years)

InfoCall (BAHRAIN) – A Part of Al Safar Group

Operations Manager (Head of Call Center) – From April ’08 to Sep ‘08

Job Description

· Responsible for commercial aspects pertaining to the contact centre, viz client billing, operational growth, ramp-ups and migration, revenue maximization, P&L

· To work closely with the Onshore/offshore clients and build strong professional relationships

· To ensure all service deliverables specified by the client are met

· To ensure smooth functioning of the process and compliance to procedures and policy guidelines

· To manage a team comprising of Team Managers, Team Leaders, QAs, trainers, agents

· Ensure effective resource utilization.

General Responsibilities

· Set KPIs for the team managers and team leaders. Ensure KPIs are aligned to the client SLAs and the overall organizational goals.

· Ensure appraisals are conducted in a fair and transparent manner and by the stipulated deadline

· Drive quality initiatives such as Six Sigma/ COPC to ensure continuous improvement

· Liaise with HOD/ VP regularly regarding process performance, client-related matters, people mgmt, etc

· Responsible for timely and accurate generation of various reports on a daily, weekly, fortnightly, monthly basis; to be sent to Client, senior mgmt, HR, Business Development and Payroll etc

· Work closely with HR to ensure high employee morale. Initiate and drive retention measures

· Responsible for ensuring staff are recognized and rewarded on a timely basis and in a fair and transparent manner. Drive RnR programmes across the floor.

· Involvement in on-the-floor and offsite social activities

· Closely monitor and manage attrition

· Conduct regular skip meetings and address concerns on a timely, proactive basis

· Proactively plan backfills based on projected attrition trends

· Be involved in recruitment and the selection process for employees.

· Responsible for timely recruitment for leadership positions like Team Leaders, Team Managers, QAs, and Coaches.

· Mentor and ensure smooth induction of new hires within the process

· Responsible for VnA Training and Process Training for the contact centre. Ensure that training is conducted as per hiring / backfill plan.

· Quality of training imparted is as per desired levels. Keep a close watch on attrition trends during various stages

· Ensure proper and timely communication to all levels, regarding any important updates, general organization announcements, etc

· Conduct regular meetings with the support teams namely, Recruitment, Training, Transition, Projects & Technology to ensure that all internal SLAs are met

· Liaise with departments like Transport, Admin and HR-Ops to facilitate efficient management of support operations

· Interact with other operations teams within to share information regarding the process and other best practices

· Responsible for budget management & cost control measures.

· Responsible for business forecast pertaining to the Contact Centre, based on call volumes, trends, attrition, projected ramp-ups, metrics

· Understand billing parameters of clients and take measures to ensure billing optimization for Contact Centre

· Responsible for execution and management of BCP plans

Service Delivery & Performance Management

· Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with the client

· Represent the contact centre during performance reviews, conference calls, with the client / HOD / VP / COO on a daily / weekly / fortnightly / monthly basis

· Review and analyze performance reports against targets on a regular basis with Team Managers and with client and investigate causes for performance deviations. Identify causes for non-achievement of SLAs, develop solutions and execute the same

· Monitor and manage unscheduled absenteeism and leaves

· Ensure process compliance with all business rules, regulatory directives and adherence to all operational processes and procedures.

· Monitor adherence through timely audits, generating awareness on the floor etc.

· Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.

· Review, recommend and implement new methods and procedures to increase efficiency

· Conduct dip checks of parameters that impact performance to ensure data integrity

Team Management

· Provide efficient leadership to the team

· Be a role-model for the Team in terms of performance/ behavior/ attitude

· Formulate long term plans for the development and motivation of the team

· Coach and mentor sub-ordinates by involving them in decision making process

· Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training

· Build effective vertical and horizontal communication channels

· Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.

Client Interface

· Participate in conference calls with the onshore/Offshore managers and counterparts to review performance, resolve process related issues and escalations

· Monitor and review the SLAs

· Understand client's processes and suggest modes of value addition

· Build and maintain healthy business relations with the client

· Responsible for timely and accurate generation of various reports on a daily, weekly, fortnightly, monthly basis, to be sent to the Client, on SLAs, performance, metrics and compliance related matters

Sutherland Global Services –Chennai :01 July’02- 30th March ‘08 (5+years)

Sutherland Global Services is a leading Business Process Outsourcing (BPO) company with nearly twenty years of experience in the customer management space. Sutherland offers an end-to-end set of contact center and back-office outsourcing services that clients can choose to implement in either an integrated or stand-alone manner.

Operation Manager -- Since April-06 – Project - Bell Canada

Roles and Responsibilities- Service Delivery

· Responsible for the management of a 24x7, customer service operation (Inbound Repair), to include:

o Handling Bell Canada 611 Inbound Repair process (120 Frontline agents + 20 support staff)

· Hiring and administration of leads, supervisors, domain specific trainers and customer support staff.

· Plan for upcoming organizational needs and implement strategies in a proactive manner.

· Planning and execution for staffing, automation of tools, infrastructure and processes.

· Measuring, reporting on and performing to Service Level Agreements (SLAs).

o Responsible for SLA and meeting all KPI, bonus and penalty clauses.

o Analyze performance results and implement best practices.

· Resource planning and scheduling.

o Scheduling, staffing and volume allocation analysis on a weekly and monthly basis and take necessary measures.

· Process performance management including process review, direction & feedback, performance and escalation with direct reportees.

o Performance Appraisals for the Team Leads and Assistant Managers.

o Daily, weekly and monthly reviews of all statistics and action plans with the client

· Ongoing communication with indirect reporters for the purpose of sharing information, motivation & team building. To interact with all the support functions of the organization for providing support for smooth operations.

· To co-ordinate the Reward and Recognition and Internal job posting programs for the team & ensure that they are executed in a fair & transparent manner & have the desired impact on employee motivation

· Good project management skills, Works well in team environment, with sound negotiation and people solving skills.

· Demonstrates a desire to continually learn and grow - motivated by successes.

· Maintains a strong sense of loyalty to the achievement of the organization.

· Able to combine aggressive initiative with professional discipline and demeanor to accomplish difficult tasks through other people.

· Was heavily involved in organizational Performance Management initiatives including COPC (Customer Operation Performance Center), Quality improvements like ISO & Six Sigma and PCMM.

· CSAT & Red flags – Determination & Research on the factors influencing CSAT and Red flags. Implemented CSAT focus Group at Bell Canada Process.

· Part of the transition team, implementing inbound repair (611) service type operations for a Canadian based Telecom leader.

Training Interface:

· Design, Development and Implementation/Delivery of Induction, Training Formulate Training Strategy keeping with the program requirement

· Identifying the Training Need for various levels

· Assessing training needs on the existing performance periodically and designing training programs and modules accordingly

Performance & Quality Management System:

· Effective communication in client interactions, translate technical issues into business terms, provide effective feedback

· Achieve sales quota for selling Services and demonstrate subject matter expertise in assigned areas. Manager large team of BPO sales to generate business. Responsible for Business development and customer retention area’s.

· Work with the Quality team in implementing work standards / procedures as per COPC / ISO 9001:2000 requirements.

· Identify best practices and review quality related process and procedures from time to time.

· Develop very strong interpersonal relationships with the team to cohesively bond them together with the team.

o Some of the key focus areas are:

1. People : To make all the team members participate in Quality activities

2. Process : To ensure robust business controls are in place.

Team Manager March’04- March’06- Project – Hewlett Packard

Main Purpose of Job:

· To effectively and efficiently manage a team of 50-60 (3 teams) Agents.

· To have excellent man-management skills to ensure that team/site goals are met & proper coaching is provided to associates by being a product specialist

Main duties of the Job Holder (Roles & Responsibilities)

· To ensure that daily reports are executed diligently as per client & process requirement.

· To ensure adherence to schedules/rosters. To be acknowledged as a product specialist

· Expertly handle queries/concerns when required

· Resolve escalated calls when required

· To be on top of all the latest updates & changes for effective co-ordination between Client, process & Quality.

· To co-ordinate the Reward and Recognition and Internal job posting programs for the team & ensure that they are executed in a fair & transparent manner & have the desired impact on employee motivation

· Achieve qualitative & quantitative targets & work in accordance with client requirements

· Provide inputs to improve work procedures that will enhance overall team performance Work in accordance with the organization's Quality Standards.

Team Leader – July ’03- Feb ’04- Project – Hewlett Packard

Roles and Responsibilities:

· To effectively and efficiently manage a team of 15-20 Agents

· Achieve Team targets.

· Reporting to the Assistant manager.

· Negotiating the targets with the Assistant manager.

· Fix targets for the SCSE/CSE.

· Maintaining a Performance tracker for the respective team.

· Framing proper Performance Improvement Plans.

· Manage attrition and absenteeism.

· Daily/Weekly monitors of calls for Quality Assurance.

· Resolve escalated calls when required.

CSE and Sr. CSE – July ’02- June ’03- Project – Hewlett Packard

· To effectively and efficiently respond to calls from Customers

· Reply to their queries and resolve issues, if any

· To ensure the quality of output and accuracy of information is maintained.

· To Handle Escalated calls from the frontline (Tier1)

· Floor walk and sharing of best practices to the new agents.

Retail Career…

Arvind Mills Pvt. Ltd – Bangalore May’01-June’02

Designation: Store Manager – Textile Industry

· Merchandise Planning and forecasting.

· Customer Facilitation

· Product Presentation

· Sales Planning

· Marketing Initiatives

· Cost management

· Business Review / Development

· Manpower Management

· Communication

· People Development

· General / Administration

Westside – TATA LTD – Chennai May’00-April’01

Designation: Sales officer – Textile Industry

· Manage the sales across outlets with 6 associates as direct reportees

· Stock purchase from warehouse

· Track the sales update on hourly basis

· Coach the frontline sales staff on product

· Visual Merchandising for every week

Extra Curricular Activities:

· NCC – 1999 RDC All India Gold medal Winner, Prime Minister Rally and Rajpath March.

· Also attended the 1999 Nau Sainik Camps (NSC) state level.

Educational Qualifications

Bachelor of Mathematics (B.Sc): from Pachaiyappa’s College. Chennai in the year 1997 – 2000 with 58% aggregate marks.

Class 12th : From Singaram Pillai Matriculation Higher Secondary School Chennai in the year 1996 with 65.50% aggregate marks.

Class 10th : From Singaram Pillai Matriculation Higher Secondary School Chennai in the year 1994 with 70% aggregate marks.

Technical Qualifications: Higher Diploma in Software Engineering (HDSE): APTECH Computer Education, Chennai.

· Operating System : DOS, UNIX, Windows 9X.

· Programming Languages : C, C++

· RDBMS : Oracle 8.0

· Methodologies : Structured System Analysis and Design, OOA, OOD

& OOP.

· Packages : MS- Office and FoxPro

PERSONAL DETAILS:

Fathers Name : N. Chandrasekar

Passport No. : B3300590

Date of Birth : 29/07/78

Gender : Male.

Linguistic Ability : Fluent in English and Tamil.

Nationality : Indian

Reference : Upon Request

DECLARATION

I hereby declare that all the above-furnished details are true and correct to the best of my knowledge.

Date:

Place: INDIA - Chennai Ilayaraja Chandrasekar

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