Puneet Datta

Experience

• 

  British Airways

  Jan 2005 - Jan 2010

  Business Team Leader

  Key Responsibilities:- To lead and manage a team of contact centre agents in a proactive,visible and participative style to develop and maintain a strong team spirit among staff.- Responsible for the performance management, attendance and punctuality of my team in order tomeet business needs and targets.- To provide ongoing coaching and development to a team of Contact Centre agents to maximiseperformance- To deliver departmental and/or team targets to attain customer service, revenue, productivity andcost of sale targets.- To ensure that timely communication of any relevant information or changes to procedures to ateam of contact centre agents to maintain service standards an operational performance- To participate in the recruitment and selection of contact centre agents Show less

• 

  Emirates

  May 2010 - now

  Ensure the smooth running of the contact centre operation by implementing best practise policies and procedures within the contact centre and lead the contact centre team to achieve individual; contact centre and network objectives. Job Outline:Coach, manage, develop and motivate direct reporting Contact Centre Team Leaders and Contact Centre Operations Officers. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.Analyse call and revenue data to determine operational trends and provide solutions to increase sales; service and quality.Provide regular reports to all contact centre employees on the sales; service and quality performance of the contact centre against targets.Continually review internal systems; procedures and processes to ensure resource and operational efficiency.Research; promote and implement the new program; sales; service and employee satisfaction initiatives in order to achieve contact centre and network revenue; quality and employee satisfaction and attrition targets.Collaborate with training and resource planning departments to implement program initiatives. Ensure training programs are delivered and put into effect and feedback provided on program success.Regularly communicate with Emirates network of contact centres and reservation offices to share knowledge; ideas and best practise.Interpret information received from Emirates Group and senior management and communicate to the operation; thereby ensuring that up to date information on products and services is always available.Provide guidance and advice on contingency plans and processes. Work with Contact Centre team to ensure guidelines for urgent and unexpected situations are fit for purpose and effective.Deputise for the Contact Centre Manager in their absence. Show less Work with the local management, Emirates HQ and Quality Officers in the network to devise and implement the network quality strategy covering all internal and external customer interactions.Regularly review assessment criteria to ensure they are fit for purpose and in line with commercial objectives. Ensure that any criteria and quality strategy documentation is up to date and calibrated across all departments using version and change control management.Randomly audit a fair sample size of over 6 million customer interactions per annum handled from the global customer contact hub operation in Dubai covering voice, e communications and social media for quality standards and any deviation.Ensure regular quality monitoring is scheduled & performed by the supervisors to scope developmental areas and coaching opportunities towards enhanced customer experience.Identify training needs along with training department and carry our training gap analysis. Work closely with training to develop effective and relevant training plans.Liaise with relevant departments across the business so as to identify areas for quality improvement internally. Suggest and draft procedure, process or training solutions as deemed appropriate.Produce quality monitoring reports and feedback results on trends and coaching opportunities to the management teams.Ensure the timely delivery and effective launch of the projects undertaken. Show less

  • Global Contact Centre Operations Manager

    Oct 2019 - now

  • Quality Officer

    May 2010 - Oct 2019