Devinder Singh

Experience

• 

  ISON BPO India Pvt.LTD

  Jul 2013 - Dec 2014

  Deputy Manager Operations

   Managing a span of 300+ agents, 2 AMs, 15 TL’s for a Telecom client partner. Monitor and continuously improve process Metrics (Avg Speed of Answer, Resolved on Phone, Wing to Wing Resolution time etc.) Conduct weekly & monthly reviews with senior stake holders to update on Helpdesk performance Conduct Root Cause analysis & develop corrective action plans on missed metrics Manage Clients by addressing transactional/daily issues/concerns or process changes  Address all service requests raised by the clients  Increase analyst retention by providing job enrichment, career planning, coaching & mentoring Conduct annual appraisals for all team members to provide feedback on their performance Initiate new ideas, translate/implement best practices to enhance Process Improvements Identifying training needs (TNI) for all agents and engage specialists to drive improvement Calibration between Voice, Quality & Process trainer to improve performance for all helpdesk agents Consistently improve ROFC (Resolution on First Call) metric Show less

• 

  Videocone DTH

  Dec 2014 - Jul 2015

  Assistant Customer Service Manager

  Business planning Vendor management Forecasting of Call projections as per SOW Revenue generation through Contact center Operational KPI’s for contact centre.

• 

  ISON Xperiences Ltd - Leading Global CX Management Company

  Jul 2015 - Nov 2018

   Managed a span of 900 + Agents,2 OMs 5AMs, 45+ TL’s for E-Commerce & Telecom client partner. Monitor and continuously improve process Metrics (Avg Speed of Answer, Resolved on Phone, Wing to Wing Resolution time etc.) Conduct weekly & monthly reviews with senior stake holders to update on Helpdesk performance Conduct Root Cause analysis & develop corrective action plans on missed metrics Manage Clients by addressing transactional/daily issues/concerns or process changes  Address all service requests raised by the clients  Increase analyst retention by providing job enrichment, career planning, coaching & mentoring Conduct annual appraisals for all team members to provide feedback on their performance Initiate new ideas, translate/implement best practices to enhance Process Improvements Identifying training needs (TNI) for all agents and engage specialists to drive improvement Calibration between Voice, Quality & Process trainer to improve performance for all helpdesk agents Consistently improve ROFC (Resolution on First Call) metric Show less  Managed a span of 500 + Agents, 5 AMs, 30+ TL’s for a Telecom client partner. Monitor and continuously improve process Metrics (Avg Speed of Answer, Resolved on Phone, Wing to Wing Resolution time etc.) Conduct weekly & monthly reviews with senior stake holders to update on Helpdesk performance Conduct Root Cause analysis & develop corrective action plans on missed metrics Manage Clients by addressing transactional/daily issues/concerns or process changes  Address all service requests raised by the clients  Increase analyst retention by providing job enrichment, career planning, coaching & mentoring Conduct annual appraisals for all team members to provide feedback on their performance Initiate new ideas, translate/implement best practices to enhance Process Improvements Identifying training needs (TNI) for all agents and engage specialists to drive improvement Calibration between Voice, Quality & Process trainer to improve performance for all helpdesk agents Consistently improve ROFC (Resolution on First Call) metric Show less

  • Senior Operations Manager

    Oct 2017 - Nov 2018

  • Operations Manager

    Jul 2015 - Sept 2017
• 

  OYO

  Nov 2018 - now

  Head, Call Center Operations and Service Delivery

  • Managing Remote Operations and Service Delivery for USA, UK and Europe for OYO