www.competent.biz Synergies Pvt Ltd Chandigarh, Mohali : Outbound Inbound Operations Manager

[Admin]

Competent Synergies Pvt. Ltd. Chandigarh, Mohali : MANAGER – OPERATIONS (OUTBOUND & INBOUND)

Website: http://competent.biz

Designation: MANAGER OPERATIONS (OUTBOUND & INBOUND)
Experience: 5 - 8 Years
Location: Chandigarh, Mohali

Job Description:
a) To work as member of Management Team, Responsible for client interface.
b) Ensure SLA/Targets/TAT, manage call centre service delivery and monitor team performance.
c) Maintain high Quality for standards for ISO's & COPC accreditation, ensuring 99.9% Uptime of the Floor, Process excellence/Re-design.
d) Authenticate MIS.
e) Continuously review and redefine processes to increase quality levels and reduce costs.
f) Responsible for employee development activities like coaching, counseling, team building and motivation.
g) Would be interfacing with the other departments within the company viz. HR, IT, training, administration / transportation at an operational level.
h) Ensure timely & successful transfer of work from clients.
i) Develop & sustain relationships with customers with a view to pro-actively enhance customer service levels & resolve service issues.
j) Should have exposure in working with Predictive Dialer Technology, ACD Reports & RTM.

Desired Candidate Profile:
Candidate must have hands on and experience of at least 5-7 years in Call Centre / BPO handling voice based processes as an HOD.
-Preferably an MBA from a reputed Institute/University in India.

Company Profile:
Competent is a leader in BPO, Call Centre (Voice based, Inbound and Outbound) for Major Telecom Players and Entertainment Industry in the Northern Region. The Call Centre Operations are being managed from Chandigarh and Mohali Centers. The present Head Count is 1500+ deployed over 800 seats. This position is for heading Outbound/Inbound Voice based Process for Country’s one of the Top most Telecom Company.

Address: Not Mentioned

Email Address: careers@competent.biz naresh.dhuria@competent.biz

[Guest]

hi sir,
i want to do job in call center, i have experience of 1 year of call center.

[Guest]

I concern Deptt. i ma working as a Team Leadere in firstsource Jalandhar & i have @ years experience in BPO industry & looking for a change for requirement call me 9888114246 & 9914471717 .

Regard's
Sahil Sehgal

[Jamal Ahmed]

Name - Jamal Ahmed
Presently working as a Team Leader in Aegis BPO services since 26 May 2008 till date.
Worked as Team Leader/Assistant Manager Customer care in Teleperformance india Gurgaoun for an Year.

Searching for AM profile..need help.

Call me - 9891516317
9212766081

[Guest]

My backbone includes acceptable advice skills. I am sincere, loyal, confident, hardworking, can handle and job accustomed to me. Optimistic and amenable aggregation member. Though I do not accept abundant experience. In this acreage but still my harder plan and my absorption in this acreage ample up all the requirements.

[Baldeep singh]

hi my name is baldeep singh , having 2 year experience in bpo and wann work with international call center

[subhash chauhan]

hello sir i am subhash chauhaqn .i have 2 yr exp in call centre ( domestic & internationally)now i want to do job in inbound call centre as a team leader

[inderjeet27]

currently i am working in TATA indicom in Mohali. and i have 2 years work experience in teaching. i taught 2 years in NIIT. And i have done 2 year diploma form NIIT i.e Software Engineering from NIIT. and i want to JOB in computer side like computer basic, .NET, JAVA, C++ etc.

[sunny_sharma369]

Hi Sir I am looking for the post of Team leader
so have a look on my profile and let me know that i m capable for this post or not


- CURRICULUM VITAE
Resume

Objective
Acquire a leadership position on customer services industry that is looking for the growth, strong leadership, customer value and commitment to excellence.
Synopsis

A------Ability to handle work pressure effectively in a dynamic, multi-tasking
environment.
B------Good Man Management skills with a will to carve a niche in BPO
industry
C------Proficiency in computers.
Academic record
High School from H.P.S.B.E Dharamsala.
Graduate in Arts Stream From HP university Shimla
Professional experience:
10 Month Experience as CCE in Competent Synergy Pvt. Ltd
IBM Daksh Business Processes Service Limited (Chandigarh)
Working Profile: CCE (Customer Care Executive)
Areas of Exposure

A----Interaction with customers and resolving escalated customer issues.
B------Providing statistical and performance feedback, coach customer service
representatives on a regular basis.
C------Service & Provisioning queries in the telecom company.
D------Handle back office provisioning job.
Computer course
Basic knowledge of Computer


Signature:


Date:

[Guest Poster]

I am working as Quality Analyst in Aegis BPO Gurgaon.I want to shift in Chandigarh.Please intimate me if you will hire for Quality Analyst

Email: gagan_mailme AT yahoo.co.in

mobile: +919555454229

[BHUPINDER PAL SINGH]

BHUPINDER PAL SINGH
CONTACT +91-9888219682, +91-9888467043, Email: - PWN_PRT AT YAHOO.CO.IN

Seeking challenging assignment in Customer Care and Business Development with an organization of high repute.
SYNOPSIS
- A dynamic individual with more than five years of experience Customer Relations.
- Managed BSNL Chandigarh Call center situated in Phase XI independently for 6 months.
- Sound exposure to customer support.
- Managed TATA BUISINESS SUPPORT SERVICES Retention and Escalation department and wholly responsible for high yielding results.
- Managed DR.IT PLANET (AIRTEL) as a Customer care executive.
- Managed ABN AMRO BANK credit card department as a Team leader
- Managed STANDARD CHARTERED BANK credit card department as a Tele sales executive
- Self-starting, Goal-oriented strategist, highly imaginative with innovative ideas.
CORE COMPETENCIES

- Building a team that effectively supports client programs, products and services.
- Driving the development of superior customer service and high performance.
- Leading workflow distribution and floor management to ensure service levels are satisfied.
- Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
- Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.
KNOWLEDGE PURVIEW


- Reviewing retention process at my previous company in various areas and enforcing the changes for making the process more efficient, and to decrease the number of churn.
- Establishing and stabilizing the Voice process by providing proper product knowledge to achieve targeted AHT and wrapping time.
- Ensuring speedy resolution of queries & grievance to maximize the client satisfaction level.
- Building and strengthening relationship with staff for better flow of experience and knowledge.
- Assessing requirements of agents and conducting resolution for delivering better services to customers.
- Ensuring better product knowledge and confidence in agents.
CAREER CONTOUR
- MAR ‘03’ STANDARD CHARTERED BANK TELE SALES EXECUTIVE
Roles and responsibilities.
- To achieve agreed levels of cold calling activity to increase volume/revenue streams.
- To identify sales opportunities and effectively present key features and benefits of product(s) to secure new business.
- To ensure that you have a knowledge of your own and competitor titles in order to achieve the requirements of this role.
- To constantly seek out new revenue generating opportunities to ensure that company targets are met.
- To ensure that the company internal / external customer care & equal opportunity policies are adhered to at all times.

- JAN ‘04’ ABN AMRO BANK TEAM LEADER
Roles and responsibilities.
- Over looking Tele calling process for credit cards.
- Managing Main Branch (Head office) front to back end process.
- Recruitment, allocation of target, distribution of incentives, conducting negotiation for delivering service to key clients.
- Identifying prospective business, establishing strategic partnership and alliance, generating business from the existing customer and achieving profitability and increased sales growth.
- Exploring potential business avenues to penetrate new market areas.
- Analyzing latest market trend and tracking competitor’s activity and providing valuable inputs for fine tuning sales and marketing strategies.

- SEP ’04’ DR IT PLANET (AIRTEL). CUSTOMER CARE EXECUTIVE

Roles and responsibilities.
- Provided quality customer service with a high volume central processing and distribution center.
- Deliver world class customer service and build customer satisfaction and loyalty.
- Provide effective and timely resolution of a range of customer inquiries.
- Strive for one-call resolution of customer issues.
- Increase the customer experience by providing accurate information on their query,
- Managed multiple priorities and maintained effective results in a quota driven workplace.

- MAY ’05-FEB ’09 TATA BUISINESS SUPPORT SERVICES PHASE 7MOHALI.SENIOUR CUSTOMER CARE EXECUTIVE
Roles and responsibilities.
- Provided quality customer service with a high volume central processing and distribution center.
- Deliver world class customer service and build customer satisfaction and loyalty.
- Provide effective and timely resolution of a range of customer inquiries.
- Strive for one-call resolution of customer issues.
- Increase the customer experience by providing accurate information on their query,
- Managed multiple priorities and maintained effective results in a quota driven workplace.
- Exercised strong interpersonal communication skills with customers and department personnel.
- Handle escalation calls from customer care executive
- Retain the customer by providing retention tools to save churn
- Prepare churn report to forward to client along with suggestion to satisfy customers.


- MARCH’ 09 to till date BSNL CALL CENTER CHANDIGARH VENDOR DATA INFOSYS LTD.(JAIPUR), MANAGER

Roles and responsibilities.
- Spearheaded a team of 40 customer care executive, 2 Team leader,
- Handling HR department for one year individual.
- Participate in vendor negotiations to ensure product relevance and cost-efficiency.




- Oversee all activities involved in the resolution of all operational services related issues, ensuring that all problems encountered that impact or could potentially impact service delivery are resolved in a timely and accurate manner.
- Responsible for the design and delivery of training and coaching for the Call Centre and to ensure that all employees are provided with training which meets their own development needs and which supports the company’s current and future requirements.
- Reduced Absenteeism by 40% by implementing PAP (Presence Aided Performance) incentive program that focused on absenteeism, employee recognition & solutions for resolving domestic chores
- Provided administrative support, trading support as well as payment support.
- Scoping for projects and ensured delivery as per SLA.
- Handled Performance management Appraisals and KPIs.
- Client servicing and expansion of the scope of operations.
- Direct call center operations as a liaison between clients, supervisors, and call center employees.
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
- Conduct group training sessions on financial products and services.
- Monitor interaction between staff and callers to ensure quality assurance standards.
- Review call center statistics to measure staff performance and the need for improvement.
Achievement.> Maintain the quality on the average of 95% received “Certification of excellence” from manager.

Academia
2008 M.B.A. HUMAN RESOURCE AND MARKETING Marks secured 82%
1999 BCOM Marks secured 68%
1996 +2 COMMERCE Marks Secured 64%
1993 HIGH SCHOOL Marks Secured 54%
IT Forte

- Knowledge of Computers (Excel)
- Diploma in computer from Aptech

Personal Snippet
- Date of Birth:- - 25th DEC 1977
- Address: - - #1753 PHASE 3 B 2 MOHALI (160055)

[madansinghthakur]

hello sir
please consider my application for your post
thanking you
madan singh thakur

[guleriam86@yahoo.in]

hello sir, Good morning hi iam monika guleria iam live in himachal pradesh disst kangra vpo dhanotu - my graduation completed by HPU Shimla in 2008 -iam doingM.A doing 4th sem in HPU Shimla in 2010. -MY post graduation is post graduate diloma in computer application in Bhopal university Aisect in 2010. my typing speed is 45-50 my prfessional skill is i have one year exp in corrdinator computer operator and six month exp in computer teacher my date of birth 18-08-1986

[Guest]

ABHISHEK SHARMA

Email id : Abhishek_e12 AT yahoo.com


OBJECTIVE :
To work in an assignment that gives me ample opportunities to learn, grow, contribute and work in team.
WORK EXPERIENCE :
Working with Vodafone since Sep06
1 Worked as CCE for Call Centre (sep06 to august07).
Job Profile
> Handling all type of queries,responsibilty of payment updation,form submission for new
Connections & unbarring of postpaid numbers.

2 Worked as an backend excutive in customer services dept.
> M.I.S,De-duping,Barring-Unbarring of Prepaid base.
3 Worked as backend Cordinator.
Job Profile
> M.I.S,responsibility of field remarks,handling I-reporting,taking care of disputes.
4 Worked as verification supervisor in airtel. From 2010 to 2011 march

EDUCATION :
- B. sc(it) FROM S.M.U.
- Intermediate : PSEB board
- Tenth from : PSEB board
COMPUTER SKILLS :
1 Other Skills : Hardware Knowledge & complete knowledge of software. in installing of Windows, Microsoft Office,excel & access & knowledge of networkeing also..
2 Working Environments : Win98, MS DOS,Xp (Home & Professional)
Interests :
Networking, Driving

[Guest]

I WANT TO DO A JOB IN CALL CENTRE

[Unregistered]

Hi this is Naresh Kumar i would like to get my experience letter
My job profile November 2008 to July 2010
At competent sec 34-A sco 201-203 chandigarh
Emp. Id 11514
Plz provide me on my email id naresh.ghajni AT gmail.com