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| Call Center - Inbound & Customer Care |
| P 2/22 V.T Complex, Kolkata, 700103 India |
| roopanroy@gmail.com |
| 9836322055 |
1. HSBC EDPI, GSC Kolkata Feb 2007 to April 2012
a) Manager Operations Jan 2011 to April 2012
Responsible for a team of 100+ associates and 5+ Assistant managers for data process for UK and Middle East dealing with account opening, account maintenance , check for credit worthiness and issuance of personal loans and credit cards.
Job Scope
- Ensure good communication channels with business partners, active participation in conference calls, and timely production of reports, dashboards and escalation of issues.
- Monitor process and personnel performance, optimize resource utilization, ensure meeting quality, productivity and process efficiency.
- Introduce training programs that enhance employee performance and help build a motivated workforce.
- Timely service to all customers by meeting the TAT (Turn around Time) as per PLA (Performance Level Agreement) targets.
- Ensure accurate tracking, reporting and action on customer complaints.
- Review capacity/shrinkage and leave management to meet departmental targets.
- Ensure compliance to all site and process regulatory requirements. Create a safe environment to ensure sufficient controls and checks are in place to mitigate risk.
- Ensure ongoing monitoring of performance management system already in place to measure effectiveness and staff satisfaction and engagement.
- Minimize voluntary attrition and retain Top Talent.
- Drive employee satisfaction, maintain motivation and encourage teamwork.
- Actively supported site community activities.
Key achievements:
- Increased processing of application in queues by 140% by initiating and completing a project on Rate per hour improvement. This led to,
1) Increase in number of applications processed in a given time.
2) Change in platform from Web Based application to Whirl Screen.
3) Reduced over time for meeting service level targets.
- Created and maintained a common Performance Measurement Index (PMI) for the entire department of associates and team managers which assisted in performance reviews and appraisals.
- Motivated teams to volunteer time to impart education to underprivileged children sponsored by HSBC.
b) Assistant Manager Operations Feb 2007 to Dec 2010
Responsible for managing a team of 10 to 15 associates for servicing HSBC credit cards along with achieving sales targets.
Job Scope
- Handle day-to-day operations, ensuring that calls are handled professionally, provide direction and guidance to ensure consistent achievement of key performance metrics.
- Achieve, measure, report and communicate metric goal attainment for the assigned team.
- Coach, Mentor, and develop the Associates for skills expansion & promotional opportunities.
- Constantly monitor & take appropriate actions on Operational Metrics, Overall Quality Scores, and Customer Satisfaction Scores & Client Satisfaction.
- Ensure a highly motivated team at all times & also ensure Associate Satisfaction.
- Coordinate with HR department for all Human Resource requirements
- Ensure consistent improvement in VOC scores.
- Achieve sales targets
Key achievements:
- Improved Average Handle Time of calls by 20% by reducing wait time and after call work time. This project led to,
1) Increase in number of calls taken by associates.
2) Improvement in customer satisfaction due to decrease in wait time in the queue.
3) Increased opportunity of sales as number of calls increased
- Achieved and Exceeded Sales and Customer Satisfaction target along with having Lowest attrition numbers across all teams for which “100 Club Semi Finalist†was awarded in Year 2010.
- Created support tools for the floor and hence been responsible maintaining the same along with consistent performance of the assigned team for which “100 Club Semi Finalist†was awarded in Year 2009.
- Achieved and exceeded Customer Satisfaction and Sales target throughout the year along with Nil external attrition and was awarded “AMO Superstar of the Year- 2008†and “Service Excellence Award- 2008†|
2. CLi3l e-Services (Currently Sitel), Bangalore Aug 2004 to Jan 2007
a. Team Leader Operations (Voice Process) Oct 2005 to Jan 2007
Responsible for managing a span of 20 to 25 Technical Support Executives who support ISP and Printer troubleshooting for Clients.
Job Scope
- Ensuring that the team achieves the required metrics like Average Handle Time, Quality and Customer Satisfaction
- Ensuring proper and effective feedbacks and coaching programs.
- Coordinating with the Training department for all training & refresher requirement.
- Ensure accurate tracking, reporting and action on customer complaints.
- Coordinate with Product Specialist and Learning Specialist-Voice for providing feedback and coaching for bottom performers.
Key achievements:
- Maintained high performance level by not only meeting but exceeding Customer Satisfaction, Average Handle Time and Quality and was awarded Best Team Leader of the Year 2006.
- Reduced staff turnover by 15% in 2006, benchmarking a record-setting improvement in staff retention due to the success of employee-development programs.
- Managed supervisory queue (CEO Escalation queue) for high profile customers and was successful in achieving customer satisfaction targets month on month.
b. Product Specialist (Voice Process) Aug 2004 to Oct 2005
Providing Second level Technical Support to Customers and managing a Team of 20 Technical Support Executives
Job Scope
- Provide second level technical support to associates on the processing floor.
- Responsible for Customer Satisfaction /First Call Resolution & Quality Scores of the team
- Ensure proactive communication of team issues to the Team Leader
- Suggest improvements in process and procedures
- Provide Continuous training to the existing agents and New Recruits
- Conduct proper and effective coaching programs for low performers.
- Take escalation calls and handle call backs when required.
- Coordinate with the Training department for all training & refresher requirement.
Key achievements:
- Achieved consistently Quality, First Call Resolution and Customer Satisfaction targets for the assigned teams and was awarded Best Product Specialist for the Months of Nov and Dec 2004.
- Created procedure and complaint –resolution repository in local intranet which assisted service representative to improve on Customer Satisfaction and First Call Resolution.
- Trained and supervised a small team of 5 service representative who specialized in troubleshooting technical issues in Mac operating system. |
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Result driven and self motivated professional with over 7.5 years experience in supervisory positions. Well organized with a track record for meeting and exceeding Service, Sales and Customer Satisfaction targets in both Voice and Data process. Proven expertise in performance management, team building, employee relations and complaint handling. Adept at assessing needs, generating options, and implementing solutions in collaboration with clients and stakeholders. Extensive experience in recruiting, hiring and training Customer Service Representatives. |
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