Developing strategies and building customer insights that will influence customer behavior/experience & brand
Ensure end to end smooth implementation of the campaigns/programs for each initiative and analyze campaign results and make required adjustments to ensure targets are successfully met
Work closely with stakeholder teams to understand their requirements, recommend and implement best campaign solutions to fulfill requirements
Effectively engage stake holders to ensure each plan is developed /agreed with relevant internal customer to support company level KPIs and provide them required visibility at agreed frequency
Analysis of the requests from stakeholders and utilizing the available BI/Analytical platform/systems to launch the campaigns
Utilizing the Marketing Automation platform and systems for the customer data segmentation and profiling
Perform campaigns analysis and have expertise to identify opportunities and develop a framework to provide holistic visibility around campaigns to enable management with decision making
Responsible for driving customer communication initiatives from development, testing, execution and tracking of initiatives
Coordinating with other technical teams for systems understanding, stability, enhancements and improvements

Ensuring efforts are put in to achieve utilization targets
Timely refinement of self-service channel
To ensure successful developments & structural changes in self-service channels
Work closely with stakeholders identify areas which can be incorporated at self-service channels
Work closely with Process design and Insights Team & making changes in prompts as per updates received
Timely identification & rectification of issues & challenges being experienced across channel
In case of outages coordinate with respective teams ensure timely prompt placements
CR formulation, development & tracking
Effect Realization on all developments
Creating visibility for Management /Sting/ IVR's reporting & dashboard sharing with stakeholders
Studying customer journey in detail, along with identifying areas of improvemen

• In charge of a critical position that has a huge impact on operational matters, the customers experience and on bottom line performance
• Play a significant role in long-term planning, including an initiative geared toward operational excellence
• Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning
• Providing evidence and reports of KPIs to Executive Directors on weekly basis
• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions
• Oversee overall financial management, planning, systems and controls
• Regular meetings with valued clients & Executive Directors of the company.
• Taking full responsibility for the day to day running of all operational areas and promoting a positive health and safety culture on site
• Driving best practice standards and processes across the business

• Design & statistically review the customer care / contact centre KPIs (Key Performance Indicators)
• Process monthly payouts (Bonus, Incentive, EDA & Commissions) for more than 750 employees
• Prepare contact centre performance reports by collecting, analyzing, and summarizing data and trends
• Forecast staffing requirements, resources & keeping ASA intact for all queues with optimum resource utilization through segmented scheduling & skill setting aligned with headcount and associated resources, including agent licenses & physical seats to enhance efficiency and productivity of customer care department
• Real time steering and skilling of customer care agents driven by the real time trends to meet defined performance targets (service levels, average handling time, average speed of answer and queue accessibility)
• Identify intraday trends as they develop and recommend the impact on resources and KPIs to the business units
• Act as a liaison between senior management, the training team, other administrative department and the customer care operations
• Implementing and following standard guidelines for scheduling and effective use of WFMS - AVAYA Impact360 (Blue-Pumpkin formerly) to manage breaks, trainings, outdoor activities, etc. and prepare scheduling reports
• Monitor over all contact centre’s adherence to improve availability of agents to customer and alert supervisors of schedule non-adherence in real-time

• In-charge of company’s indenting & Event Management departments
• Liaising with clients to ascertain their precise event requirements. Working closely with key stakeholders at every level of the business to ensure the effective delivery of events
• Dealing with all International/National Principals and end users
• Ensure to act according to the company’s guidelines to maintain a positive image of the company
• Maintaining a calendar of events for effective long term planning & management
• Supervising & coordinate the activities of personnel, subcontractors & vendors
• In charge of accommodation, schedules, travel, day plans and registration procedures

• Monitor call trends and take timely decisions for effective utilization of resources
• Collated, analyzed and documented contact centre’s daily, monthly, weekly & yearly performance details
• Perform periodic skill audits to ensure that all call Centre agents are accurately skilled
• Implementation of MIS processes and evaluated their effectiveness
• Updating, Handling & Auditing Contact Centre MIS
• Workforce Management of more than 600 employees
• Incentive calculation of all the CC staff
• Coordinate with other departments for the smooth running of day to day business