Firoz Mandal

Experience

• 

  Tata Consultancy Services

  Apr 2013 - now

   Achieving business goals and revenue targets while overseeing daily operations, managing budgets, and setting performance objectives. Recruiting, training, and supporting general managers, as well as conducting regular performance appraisals to ensure continuous improvement and team effectiveness. Managing internal and external stakeholder relations, planning, evaluating, and optimizing operations to be efficient and cost-effective. Ensuring all services comply with regulatory and quality standards, and that company standards and procedures are consistently followed. Dealing with escalated customer issues, incident reports, and legal actions to maintain high service quality and resolve conflicts. Managing diverse administrative, financial, and documentation requirements across multiple locations to ensure accurate tracking and accountability Show less  Developed and implemented processes and procedures for the Telecom organization, driving continuous improvement in these areas. Provided guidance and support for product and service development and implementation. Offered backup support to the team's analysts and managers. Responded to inquiries from staff, site personnel, and others to provide technical assistance and support. Supplied technical expertise as an escalation point for the Network and Telecom Team. Managed staff, consultants, and contractors on network and voice-related activities, ensuring priorities were clear and tasks were understood, assigned, and tracked to completion. Hired, developed, evaluated, and made authoritative recommendations on employee performance, which included parameters like Average Handling Time (AHT), Order Cycle Time, Order Handling Time, and Net Promoter Score (NPS). Mentored and coached junior staff members, ensuring their continued training on technologies and tools. Show less  Developed staff, identified team goals, and evaluated team progress. Supported staff by handling escalations, provided answers and guidance to staff, and enabled agents to perform their jobs effectively. Approved leave requests, handled payroll information, managed rosters, and authorized transactions. Engaged in self-development by attending briefings, participating in management training, and enhanced technical skills. Led staff meetings to delegate tasks, assign workloads, and communicate changing priorities. Monitored team performance closely by conducting observations and tracking key metrics, identified and managed underperformers appropriately. Delivered quality service with a friendly and professional demeanor. Show less

  • Regional Manager

    Jul 2022 - now

  • Cognitive Business Operations Lead

    Apr 2019 - Jun 2022

  • Team Lead

    Jul 2015 - Apr 2019

  • Subject Matter Expert

    Apr 2013 - Jul 2015