Shweta Agarwal

Experience

• 

  Convergys India Services Pvt. Ltd

  Sept 2001 - Sept 2004

  Team Leader
• 

  Colt Technology Services

  Oct 2004 - now

  Working closely with the voice product development organisation to drive strategic product initiatives like Contact Centre solutions, Colt Intelligent Communication and Number Hosting to the market.Responsibilities- Lead a team of Program/Project Managers, Business & Process Analysts who are responsible for execution of the voice product roadmap- Responsible for driving the planning, execution and adoption of new product releases on schedule and on budget- Work closely with stakeholders from Product Development and across functional groups within Colt Show less • Manage, through 3 Team Leaders, a team of 65 people to ensure that order queues are processed against Service Level Agreements (SLA’s) and that projects are completed to agreed standards and promise date.• Build effective working relationships with Customer services teams in Europe for escalations and process improvement initiatives.• Measuring and Analysing Quality of output – this includes baseline TAT (Turn Around Time), Rejection Rate and Data Accuracy • Planning the team utilisation capacity to achieve optimal productivity. Show less

  • Senior Manager Program Office

    Oct 2020 - now

  • Snr Manager - Process Management

    Apr 2006 - Oct 2020

  • Operations Manager

    Oct 2004 - Apr 2006