Aniket Chavan
Assistant Manager at Concentrix
- Role
- Assistant Manager at Concentrix
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Aniket Chavan
Assistant Manager • Description-Worked in One Point One as an Assistant…
Experience
Assistant Manager
Sep 2021 — Present · Mumbai, IN
Managing all aspects of Inbound & Outbound call center operations for ASUS of 130 Customer care executive & 7 Team Leader\'s.• Responsible to meet conversion% and Quality score targets set by Client SUD Life and Reporting Managers.• Responsible for the Process\' KPIs (Service Levels,First call Resolution, Quality, Reduction of Repeat Callers and customer satisfaction) as per the contractual agreement with the service partner.• Acting as a key point of contact with the client Leads, responsible for Service Performance Reporting and Continues Improvement Activity.• Responsible for real time administration of various queue, designing models for Attrition Control,SLA reporting, Shrinkage Analysis, Process level seat/resources and utilization.• Taking Continuous Improvement Initiatives Ensuring the operation meets the KPIs as set out in the SLA.Actively seeking opportunities to improve services within own area of responsibility.• Identifying training needs and ensuring agent\'s are provided with appropriate development programs.• Supervising all Client reports and internal management reports (Including Service Performance Review, Balanced Scorecard, Customer Satisfaction Survey,etc)• To conduct weekly and monthly reviews and monitor the progress of the teams.• Identifying the process gaps and close looping them with the Client.
Education
Dr. Babasaheb Ambedkar Marathwada University, Aurangabad
Bachelor's degree, Computer Science
2011 — 2015
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