Saurav Kumar

Background

About Saurav Kumar

A dynamic professional with over 12 years of work experience in Operation Management, Process Management, Quality Management, Training & Development, Performance Management, People Management and Team Management in BPO. Experienced in functioning as an escalation gate to resolve critical issues of the campaign. Expertise in Performance, People, Time, Strategic, Situation, Crisis, Conflict, Revenue, Attrition, Anger, Stress, Retention and Absenteeism management. A result-oriented leader with expertise in devising strategies aimed at enhancing overall organizational growth, sustained proftability and improved business performance. Managing and driving the performance in the programme in terms of Sales, SLAs, Quality, Productivity, Occupancy, Utilization, Login hours, Schedule adherence, Capacity planning, FCR, AHT, Absenteeism, CSAT, NPS, Retention, ACL, wrap time, CPH, Recruitment, driving Positive behaviour, Career path, AOT, OT, R and R etc. Proficient to work and perform under demanding environment, proven record of implementing business-centre strategies to contribute to organizational growth, profitability, performance, revenue/people management. Defining service standards and guidelines that serves as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation. Proficient in overall Training and Development encompassing testing and TNA analysis.Conducting appraisals, developing and implementing contests and incentive plans to motivate the employees to create and support a positive work environment.Using different techniques and methods like A.D.D.I.E, D.M.A.I.C, T.E.D, T.N.A, C.I.P.O. etc. to identify and analyse the areas of opportunities in the program and the ways we can enhance the outcomes. Strong willpower and interpersonal skills to interact/deal with the clients and the intra departments like HRM, Training, Quality, Communication, Transport, PO, MIS, IT, Revenue management, WFM, Finance, Recruitment, FM, Admin. Mapping client’s requirements, identifying improvement areas & implementing measures to maximize customer satisfaction levels. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters. Reviewing, evaluating and updating product-training modules as needed/per requirement. Ensuring CTQ (Critical to Quality) targets and performance standards are met by the team. Keeping TAT (Turnaround Time) commitments and monitoring the Quality standards of the teams through constant monitoring/data mining and providing feedback/feedforward.