Farrukh N.

About Farrukh N.

A dynamic professional with over 20+ years of extensive & enriching experience in Telecom Inbound Customer Care (Domestic & International) & Essential Service Customer Care (Electricity). Handled contact centre operations for Bharti Airtel (Inbound) Currently associated with BT ( British Telecom ) and managing HR services for UK and Rest of Ireland employees,helping colleagues with their onboarding and contractual documents.Worked with IBM GPS as Deputy Manager Operations.Managing Inbound Customer Care for DU Telecom ( EITC )(Dubai Telecom) Home Services ( Mobile communication ( Pre Paid & Post Paid ),Land Line, Broad Band & Television Services ) & Also handling an Out Bound LOB for checking the C-Sat ( Customers Response To Survey ) and prepare reports on basis of VOC which is to be shared in client forums to enhance customers expectations and improve deliverables basis on customers feedbacks.Core Competencies:Monitoring team activity & performance and provide feedback to the team by presenting Areas of Improvement (AOI).Coordinating with the Internal & External client to increase customer satisfaction levels. Formulate short /long-term action plans to improve Call Quality & handling. Leading and supporting a team of over 40 associates (DR\'s) Direct Reportees and managing the LOB (Line Of Business) with 300+ FTEsSetting individual targets for the associates and ensuring the same is achieved under set quality parametersAttending and preparing data for presentation in WRM\'s / MBR\'s to evaluate the ongoing performance and achieve the desired targetsLooking after the LOB KPIs and set SMART KRA\'s for associates.Responsible for data management for the individuals for appraisal purposes.ACQUIRED CORE COMPETENCIES ACROSS CAREER SPAN•Monitoring team activity & performance and provide feedback to the team by presenting Areas of Improvement (AOI) and necessary inputs to improve the performance.•Driving compliance in the Quality and other department through BPMS.( Business Process Management Services )•Handling premium customer segment and providing inputs to enhance customer experience.

Experience

1. Human Resources Operations Manager

   BT Group

   Jul 2017 — Present · Kolkata, IN

Education

• University of Calcutta

  Graduate, Commerce

• AXELOS

  PRINCE 2 AGILE

• Agile HR Community

  Agile HR Certified Practitioner, HR

• XLRI Delhi-NCR

  GENERAL MANAGEMENT PROGRAM

• Calcutta University

  Bachelor of Commerce (B.Com.)(Hons); B.H.S.E

• XLRI Delhi-NCR

  GENERAL MANAGEMENT PROGRAM, Business Administration and Management, General

• Calcutta University

  Bachelor of Commerce (B.Com.)(Hons); B.H.S.E, Business/Commerce, General

• XLRI Delhi-NCR

  GMP, Business Administration and Management, General