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Saurabh Oberoi

Saurabh Oberoi

Followers of Saurabh Oberoi443 followers
location of Saurabh OberoiSwitzerland

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  • Timeline

  • About me

    Program Manager at Roche

  • Education

    • Sikkim Manipal University, Gangtok

      2006 - 2008
      Master of Business Administration (M.B.A.) Finance

    • Himachal Pradesh University

      1995 - 1998
      Bachelor's Degree Business/Commerce, General

    • The Institute of Chartered Accountants of India

      2009 - 2012
      Integrated Professional Competence Course Accounts and Finance

  • Experience

    • Airtel

      Feb 2002 - Feb 2018

      • Heading contact centers as SME. Worked in various roles across various geographies as inbound manager, outbound manager, service recovery team head and trainer• Responsible for performance indicators of contact centers in region. Major indicators included SLA, CPC, CoPC, Repeat, ICE and CAR• Analyzing call volume trends based on marketing initiatives, customer base gross adds and regulatory changes and capacity planning at contact centers• Forecasting call volumes for various LOBs and Contact Centers• Scheduling of staff to maintain optimal service levels. Managing seat utilization as design roster• Cascade of day to day briefings on updates, new product information, policies and procedural changes• Responsible for preparing and presenting Business Reviews to management Show less

      • Transformation Lead

        Mar 2013 - Feb 2018

      • National Customer Services Program Manager

        Mar 2012 - Feb 2013

      • Service Operations Manager

        Feb 2002 - Feb 2012

    • Roche

      Jun 2021 - now
      Program Manager

      Leading programs within Content & Services Lab, content strategy, system automation and digital transformation.

  • Licenses & Certifications

    • Project Management Professional (PMP)

      PMI

    • Six Sigma - Green Belt

    • Agile Scrum

      Simplilearn

  • Honors & Awards

    • Awarded to Saurabh Oberoi
      1st across country - Awarded for being ranked 1st across country in Service Request Close Looping scoresin July 2007
    • Awarded to Saurabh Oberoi
      1st in CIG Single Score - Ranked 1st in CIG Single Score for best Prepaid performance in Dec 2007 and Nov 2007
    • Awarded to Saurabh Oberoi
      Airtel Star Award - For consistent Non Voice scores performance and achieving Sigma Scores of 6 and for excellent quarterly performance
    • Awarded to Saurabh Oberoi
      Best Performer for Call Center KPIs - Excellent Key Performance Indicator (KPI) achievement of call centers
    • Awarded to Saurabh Oberoi
      Commitment to Excellence Award - Excellent KPI performance in consecutive quarters
    • Awarded to Saurabh Oberoi
      Member of 100 exclusive Talent of North Hub - Included in the Top Talent Pool of Airtel
    • Awarded to Saurabh Oberoi
      National Best CAR Scores - Excellent resolution scores
    • Awarded to Saurabh Oberoi
      Silver Award - For roll out of National Projects
    • Awarded to Saurabh Oberoi
      Top Gun CIG Award - For excellent KPI performance in Postpaid