DNH INFOTECH Pvt Ltd.Operations Manager
Jan. 2010 - Jun. 2011Chandigarh• Accountable for planning, organizing, communicating, developing and maintaining Outbound/ Inbound Direct Marketing initiatives related to the Call centre.
• Accountable to Lead an Operations team of 50+ Associates and team leaders.
• Managed staffing levels to budget while optimizing organizational structure and being accountable for Centre performance outcomes.
• Accountable for Revenue growth, Quality/Service Delivery, Employee Retention, Service Levels, Operational efficiency and effectiveness. Workforce Management, scheduling, management and planning of load factors as well as capacity planning.
• Responsible for the design, delivery and continuous refinement of Centre policies & processes.
• Developed and encouraged a learning environment based on core competencies, performance and productivity expectations by designing and managing an effective performance management and appraisal system.
• Designed, developed and conducted training programs and workshops for associates and leaders. (Coaching, leadership, Management, Conflict resolution etc.)
• Designed recruitment, selection and hiring practices for the Centre.
• Developed Rewards and Recognition programs.
My objective was to establish a long-term strategic relationship with clients (Bell Canada, US Pharmacy) and thus manage their customer care and sales and direct marketing needs. My three functions were process start-up, process implementation, execution, and maintenance as well as enhancements.