Abhishek Kumar Jain

Experience

• 

  CONVERGYS INDIA SERVICES PRIVATE LIMITED

  Apr 2004 - Mar 2007

  Technical Support Executive

  ✓ Tech Support Executive (US) - Ops (2 years) – To provide Tech support over calls to US end customers. To provide Tech support to junior executives over chat as a escalation desk.✓ Command Center Executive (1 years) – Monitoring and reporting several processes’ daily performance across different regions & clients.

• 

  IBM Daksh

  Aug 2007 - Aug 2009

  Team Leader

  • To ensure client SLAs are met. If not met, then identify the root cause and report it to the stakeholders on real time basis for necessary corrective actions.• Daily RTA & RTM.• Regular performance reporting during any given working day to all stakeholders.• Liaise with onshore teams to get any technical issue fixed and to cascade any important information coming from them to the team, for smooth functioning of the daily operations.• Preparing intraday reports, participating in QBRs in order to understand client requirements and the steps needed to implement them so as to improve performance and thereby increase revenue. Thereafter, assist the team (Ops / Support) to implement the same. Show less

• 

  Aegis bpo

  Aug 2009 - Aug 2010

  Team Leader

  Preparing daily process intraday reports, performance reports,business reviews, client reports etc. and send to all internalstakeholders & the client as per the contracted TAT.Handling a team of executives to ensure all reports are prepared and delivered as per the contracted TAT.• The role involved monitoring in-house development, testing, deployment and implementation of an extensive centralized employee management tool called SAMAY which enabled the management to keep a track of employee performance, leave management, attendance management etc. so that the monthly payroll data may be accurately prepared and company’s financials are not negatively impacted due to incorrect payroll data. Show less

• 

  Wibez Group

  Jan 2013 - Feb 2020

  Co-Owner

  Operated a startup in Tour and Travel Industry as a Tour Operator.

• 

  Concentrix

  Feb 2020 - now

  • Deputy Manager WFM (Forecasting & Planning Manager)

    Oct 2023 - now

  • Deputy Manager WFM (Capacity Planning)

    Jan 2022 - Oct 2023

  • Assistant Manager, WFM

    Feb 2020 - Jan 2022