Amit Budhiraja

Experience

• 

  IDS InfoTech Ltd

  Jun 2003 - Feb 2007

  Sr. Quality Analyst

  International Outbound Sales June ‘03 –; Handle the team of Quality Analyst (4 people) under which there are 4 different teams of 12-15 agents for the all the processes being run in the organization.Worked towards performance, rising over peers, at the same time displaying Teamwork and Leadership QualitiesConducting session and training for the quality analyst to meet the required quality parameters. Call auditing by monitoring the agents, make a quality sheets and give feedback to the agents about their performance and where are they lacking or where they need improvement, conduct a training session for the agents, give a product training to the fresher and refresher training to the experienced.Been certified as an Outstanding Performer many times during my work tenure Show less

• 

  Dell International Services

  Mar 2007 - Apr 2014

  Sr. Client Technical Support Associate

  Job Profile:Providing Technical assistance to Dell Desktop/Portables/Printer users for hardware, software and networking issues.Responsible for Team building activities, CE Score and Sales target for the teamInteract with TM and AM for Monthly and Quarterly, CE and Sales target review Providing team support to New Hire -Trainees, working closely with the different Managers to help their team members with technical and sales assistanceHelping 2-3 team members reporting to me, in achieving targets for individual as well for the team, in terms of sales, technical issues and provide them with the resolutions.Primary Objective – To maintain and improve the performance, customer satisfaction and increase the revenue of the process.Support to 15-20 new trainees in terms of technical issues, customer handling skills, resolution assistance, sales and achieving targets. Assist them with using all tools and applicationHandling escalation of the team for technical communication issues.Guidance to the present team about new services and policies of the processConducting sessions of the Team to share the Performance Data Show less

• 

  Allshore Consolidated Services Pvt. Ltd.

  Aug 2014 - Aug 2015

  Technical Support Manager

  Job Profile:• Handling the operations of Technical Sales Process which ensures need based selling for the customers who have technical/Software issues and provides troubleshooting, issue resolution, customer service and sales support.• Leading a team of Team Leaders, Resolution Experts and Sales Agents.• Responsible for setting up the business goals for the Tech Support Sales agents and Resolution Experts.• Providing leadership and ensuring high level of motivation at process level.• Analyze business trends to optimize resource utilization and manage competitive performance.• Provide functional support & direction on customer support needs, assist with training & identify training needs within the group, ensuring optimum levels of performance, productivity, revenue and quality.• Engage Team Leader, Resolution expert and sales agent on performance delivery, individual career-progression, performance review.• Backstop support for resolving complex & advance trouble-shooting Issues and customer escalations, within the framework of Policy & Procedures.• Conduct interviews to select best talent for operations.• Effectively managing attrition within acceptable levels and develop strategies to increase retention.• Ensure deliverables of Floor Metrics with the help of MIS and guide the teams to achieve the targets/goals.• Maintaining Client Relationship by generating Quality/Productivity reports and presentations.• Analysis of reports including process dashboards, Sales/Quality scores, team performance reports, process hygiene and initiating appropriate action plans.• Effective implementation of identified tools to enhance resolution capability.• Identify best practices / process re-engineering opportunities and implementing these across teams in Operations. Show less

• 

  Concentrix

  Sept 2015 - Nov 2017

  Assistant Manager

  Job Profile:• Handling the Team of 25 Representatives and 2 Team Lead/SME in a Semi-Technical Process. • Regular Interaction with Support functions regarding staffing & scheduling requirements, performance reporting etc• Managing, monitoring, coaching and auditing the performance of team • Creating Reports on a daily, weekly, monthly basis and sharing with the team and Management in business reviews to ensure efficiency in process operations.• Regular one-on-one sessions with every individual in the team for discussing issues/needs, performance and targets. Also, provide career development opportunities through training and quality management activities• Conducting suitable training programs within defined budget to enhance their operational efficiency leading to increase productivity and to ensure that process meets business needs• Managing Team Leads & CCEs and work towards Process Excellence.Lead, direct and manage inbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards.• Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients.• To make necessary changes in staffing based on day of week, Call volume and other anticipated events.• Monitors productivity of customer service representatives and generates reports.Manages the sub ordinates and is responsible for overall direction, Co-ordination Planning, assigning and directing.• Direct Client interaction, correspondences with client and its customers.• Identifying capacity limitations & bottlenecks and process problems and bringing about improvements in the same.• Effectively managing attrition within acceptable levels and develop strategies to increase retention. Show less

• 

  Personiv

  Jun 2018 - Mar 2020

  Assistant Manager

  • Handling the Team of 15 Sales Representatives in a Telecom Sales Process. • Regular Interaction with Support functions regarding staffing & scheduling requirements, performance reporting etc• Managing, monitoring, coaching and auditing the performance of team. • Creating Reports on a daily, weekly, monthly basis and sharing with the team and Management in business reviews to ensure efficiency in process operations.

• 

  Accenture

  Apr 2020 - now

  Team Leader