Nageswar Panda

About Nageswar Panda

Experienced, innovative and performance-driven operations manager with several years of experience in BPO industry. Demonstrated ability to streamline operations that drive growth and increase efficiency and bottom-line profits through improved system analysis, cost reductions, Customer Relationship Management CRM/motivation and streamlined operations processes. Proven track record of driving operational improvements while maintaining financials. Strong qualification in developing and implementing operational strategies, change management initiatives, MIS reporting & SLA implementation along with strong interpersonal and communication skills essential in building positive relationships both internally & externally. Experience in working across diverse cultural environment

Experience

1. Associate Manager Operation

   Sutherland

   Sep 2020 — Present

   Job Profile - Key Responsibilities as an Associate Manager Tracking Daily,Weekly,Monthly Performance of the Team Leads & SMEs # Sales Conversion %# Financial Errors # AQS, SQMS, EPMO, Quality # Productivity Report # Production hrs # Tracking Daily SDA & SA of Team # Hygiene Check # AHT # Attrition # AUX # Absenteeism #AT & T #NPS/CSAT (Net Promoter Scores)#SPFT & CPP Conducting various analysis. Designing KRA?s for TLs, SME?s/CSR?s Reviewing Weekly & Monthly Performance of Team Leads for Improvements Identifying TNI?s of centre Empowering & Developing TLs & their Team Members Controlling Revenue Leakage & introducing ideas for Revenue Generation Reviewing Team Lead & Their Team Members Roster Communicating with all support departments (Quality, Training, WFM) to manage the operation in smooth way Ensure complete Center administration & operations process Driving process adherence and ensuring all parameters are met and corrective and preventive actions are taken.

Education

• Madras univercity

  BBA, HR AND FINANCE

  2011 — 2013