Nalanda Public School

Open for new job opportunities

Madhya Pradesh, India

Girnar Care

Associate Director

- To build a pipeline of future work and ensure that the company’s existing Client revenue targets are achieved.•	To negotiate a beneficial and competitive commercial structure within the contract with the Client's Account Management team.•	To contribute to the development of a culture that enjoys the challenge of meeting stretched financial and performance targets.•	Develop a strong understanding of Client’s business objectives and drive joint high- level strategic plans and objectives in partnership with the Client.•	Managing team functions viz. manpower planning, recruitment & selection, induction, performance appraisal, training, etc. •	Monitoring operational process documentation and suggesting improvement system wherever necessary. •	Responsible for assisting in the management of designated client accounts. •	Monitoring center revenues through the production of hours and through driving performance while monitoring all quality areas. •	Resource planning as per the forecasted volume

Teleperformance India

General Manager - Business Support

- To oversee and lead the engagement with our Client counterparts and their Strategy teams with a view to grow the relationship and expand the partnership.•	To input into the strategic direction and associated tactics of Client accounts based on a strong understanding of their marketing and business objectives.•	To obtain Client feedback and follow up by working on opportunities / actions with a view to drive an increase in Client satisfaction and engagement.•	To promote the Company’s purpose & vision, and ownership of its defined values and strategic objectives.•	Effectively address Client satisfaction, renewal and managing escalated issues until they are resolved.•	Identify cross-sell and up-sell opportunities across the current Client base and bring new business opportunities to the table.•	Working with key contacts within Client's business and develop marketing collateral which can be used for company's benefit•	Responsible for the overall success of client implementation including client support and client satisfaction.•	Continuously develop stronger client relationships at the project management level and inspire client confidence. •	Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. •	Leading, mentoring & monitoring the performance of team members to ensure efficiency in process •	Ensure clients receive results and client issues are addressed in a timely manner. •	Maintaining and updating individual client protocols and account guidelines. •	Follow up appropriately with clients regarding pending issues. •	Review and update results including flaws and unverified results to ensure results are achieved in timely manner. •	Interaction on a daily basis with Agents, Supervisors, Managers, Information Technology, Quality Assurance, Recruiting, and the Training Supervisor.

Director - Operations

Currently managing the Client Servicing for the four leading account within Teleperformance. The key aspect of my role is to manage and grow the existing client account by devising client strategy, developing strong client relationships and by helping the operations team in delivering client objectives.

Sr. Manager  -  Client Services

- To oversee and lead the engagement with our Client counterparts and their Strategy teams with a view to grow the relationship and expand the partnership.- To build a pipeline of future work and ensure that the company’s existing Client revenue targets are achieved.- To input into the strategic direction and associated tactics of Client accounts based on a strong understanding of their marketing and business objectives- To obtain Client feedback and follow up by working on opportunities / actions with a view to drive an increase in Client satisfaction and engagement.- To negotiate a beneficial and competitive commercial structure within the contract with the Client's Account Management  team.- To promote the Company’s purpose & vision, and ownership of its defined values and strategic objectives.- To contribute to the development of a culture that enjoys the challenge of meeting stretched financial and performance targets.- Effectively address Client satisfaction, renewal and managing escalated issues until they are resolved. - Develop a strong understanding of Client’s business objectives and drive joint high- level strategic plans and objectives in partnership with the Client.- Identify cross-sell and up-sell opportunities across the current Client base and bring new business opportunities to the table .- Working with key contacts within Client's business and develop marketing collateral which can be used for company's benefit.

Manager - Client Services

- Leading a team of 90 Associates with 4 Team Leads •	Responsible for the overall success of client implementation including client support and client satisfaction.•	Continuously develop stronger client relationships at the project management level and inspire client confidence.•	Managing team functions viz. manpower planning, recruitment & selection, induction, performance appraisal, training, etc.•	Monitoring operational process documentation and suggesting improvement system wherever necessary.•	Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.•	Leading, mentoring & monitoring the performance of team members to ensure efficiency in process•	Responsible for assisting in the management of designated client accounts.•	Ensure clients receive results and client issues are addressed in a timely manner.•	Maintaining and updating individual client protocols and account guidelines.•	Follow up appropriately with clients regarding pending issues.•	Review and update results including flaws and unverified results to ensure results are achieved in timely manner.•	Change control Management •	Issue and risk escalation •	Client satisfaction •	Maximize center revenues through the production of hours and through driving performance while monitoring all quality areas.•	Interaction on a daily basis with Agent’s, AMCC’s, Information Technology, Quality Assurance, Client Services, Recruiting, and the Training Supervisor.•	Ensure process operates efficiently according to client and company measures•	Attending and giving reviews in QBRs and MBRs.•	Resource planning as per the forecasted volume.•	Meet or exceed all productions goals•	Manage assigned shifts throughout the week •	Supervise and/or conduct cross-trains and up-trains at the request of Client Services.•	Controlling attrition of the trained resources.

Assistant Contact Centre Manager

- Get the requirements from the account manager and work on them and get them served. Make sure that each requirement is being served in the minimum amount of time.	Sourcing and Screening the candidates as per the requirements over web/email/phone - involves searching for qualified candidates on various job boards as provided by the Recruitment Manager.	Conducting initial telephonic interviews and identifying the good candidates.	Qualify and negotiated contracts with W2, 1099 & Corp to Corp.	Coordinating appointments between qualified candidates and technical interviewers.	Negotiating salary/rate with candidates or with third party vendor companies as and when required.	Maintain excellent relationships with clients & tier 1 vendors.	Submitting the candidates resume to the client and scheduling the client interview.	Follow up with the candidate and client after the interview and maintain excellent relationships. 	Experienced in sourcing candidates for both consulting and permanent positions.	Highly appreciated for timely and prompt response for urgent requirements.	Develop relationships with other consulting companies and third party vendors to source and place consultants quickly and effectively for urgent requirements.

RPOWorks / Ideavate Solutions

Resource Manager

- To assist the senior management, as well as guide and look after the efficiency of the employees that are a part of team.  	Rectifying the issues, supervising the daily work and deftly delegating responsibilities.	Planning and implementation of task in the best possible and economical way.	Implementing the plans in systematic manner to meet targets.	Keeping the team on high spirits & motivated to deliver quality performance.	Representative for the company on business deals and forums	Designing recruitment strategy in coordination with Manager.	Handling complete recruitment activities.	Head Hunting & Poaching	Screening profiles through in house database and online portals like <a href="http://naukri.com">naukri.com</a> etc.	Sourcing and Invoicing of candidates. 	Responsible for target based & time bound recruitment & selection of all leadership positions 	Arranging the Open Campus Recruitment.	Employee Grievances & Employee Relations.	Administration of office facilities & Vendor Management.

Dynamic Infotech Services

Assistant Manager (HR & Client Operation)

- Auditing the calls and documentations .	Responsible for developing & maintaining call quality standards.	Responsible for completing assigned claims on a given time frame.	Accurate and timely documentation of claims data	Ensure that performance metrics are achieved and building and maintaining an effective Team environment.	Maintaining a tracker for any login and logout defects along with reasons for the team on a daily basis.	Monitoring calls of the new joiners and mentoring them to ensure they achieve the threshold at the earliest.	Conducting coaching sessions for the new joiners and the weak advisors to provide solutions to their queries	Web view monitoring on a daily basis to ensure adherence to process SLA’s.	Monitoring and administering breaks for the team to ensure strict adherence to the break schedule.	Updating attendance on a daily basis and keeping track of the leave tracker for the team to avoid any mishaps.	Coordinate with the team to identify process improvement opportunities	Provide feedback to management on individual and group training results	Review and update training materials as needed	Routinely analyze quality results to report error trends	Identify root causes of errors and opportunities for defect reduction	Analyze and develop overall improvement plans.	Administrative responsibilities as assigned

Munawar Ali Haqqani

Munawar Ali Haqqani