Rahul Paul

About Rahul Paul

Dynamic and results-oriented IT & BPO Operations Support Manager with extensive experience of 17+ years in managing IT support operations and BPO process delivery within call center environments. Proven track record of driving operational excellence, optimizing IT & contact center workflows, and delivering superior customer service. As the support manager I manage the customer support team and Call center 24*7 operational (50+ members) to coordinate efforts and ensure a cohesive approach to addressing client needs. By collaborating with internal & external stakeholders and other cross functional teams in the organization to deliver consistent and high-quality support & service experiences to our clients/customers. People Leadership 1. Manage overall support teams (IT & BPO Operations) monthly and yearly performance.(Monthly performance, Key performance indicators and bell curve for team’s annual performance review) 2. Proficiency in call center operations and BPO processes like Grooming, succession planning, Operations planning, talent retention, Recruitment, Training and development. Experience with call center technologies and CRM systems. Strong leadership, organizational & management skills; Excellent communication and interpersonal abilities. Strategic thinking and problem-solving skills; Ability to thrive in a fast-paced, dynamic environment. Business Leadership and Operations 1. Manage all service level agreements above benchmark in alignment with the agile practices (TATs, Quality and SLAs) 2. Stakeholder and client relations Management (Key Stakeholder management/business meetings and calls). Managed a portfolio of key Telecom accounts, serving as the primary point of contact for client inquiries, requests, and escalations. Transition and process improvement (New project transition from Service delivery to Support, Operations management) 4. Drive Ops. Efficiency through projects and culture of innovations using Agile practices. Strong analytical and decision-making skills, with the ability to analyze data, identify trends, and make data-driven recommendations. Proficiency in project management tools and methodologies (e.g, Agile, Waterfall). Heading the entire support structure with a strength of 50+ members 24*7.(IT support & BPO/contact center Operations & management). Specialized in various Helpdesk ticketing tool Transition/migration. Extensive knowledge of Business Support Systems (BSS), including Billing, CRM, Order Management & MIS. Handling all vendors and providers for all the customers. AT & T, Celluphone etc.

Experience

1. Transition & Support Manager

   Syntegra

   May 2022 — Present · Pune, IN

   As Transition Manager.\\\\n\\\\nLeading the transition of customer projects from Service Delivery to Support to ensure the support team has necessary documentation to properly support the customer project. The goal is minimizing any negative impacts of the transition to the customer’s business by ensuring support processes are clearly documented and resources are trained effectively.\\\\nResponsibilities\\\\n• Ensure each Service Delivery project has appropriate documentation for the support team (using the pre-defined support document template) in a timely manner.\\\\n• Ensure sign-off of support documentation by project team members.\\\\n• Answer support team questions as needed about an account or process that has been transitioned to Support\\\\n• Creating comprehensive and professional support documentation including processes, architecture etc.\\\\n\\\\nAs Support Manager\\\\n\\\\nResponsible for ensuring effective management of customer SLAs and related escalations. Activities include review of tickets to identify what is needed to resolve a ticket.\\\\nResponsibilities\\\\n• Daily review of tickets opened (by priority) with necessary team members to define approach for effective assignment/resolution\\\\n• Continue adding to/updating support documentation and processes as needed to ensure trouble-shooting and resolution processes are clearly documented and repeatable when a ticket is resolved.\\\\n• Daily follow-up of ticket status (by priority) with assigned resources. Assist resources with getting information needed to resolve ticket.\\\\n• Production of weekly reports to management.\\\\n• Escalation of tickets that are at risk of missing agreed-upon customer SLAs with specific information regarding what is needed to successfully complete each ticket.\\\\n• Creating professional reports and customer communications regarding support progress and SLA achievement, along with actions being taken to further improve.\\\\n•Established a training procedure for new joiners. Working on the hiring of new members for the Support team.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• St.Aloysius Sen Sec School Jabalpur MP

  Bachelor's degree, Business/Commerce, General, First Division

• St Aloysius Sen Sec School Jabalpur MP

  Bachelor's degree, Business/Commerce, General