Ravi Mukati

About Ravi Mukati

I lead CX delivery and transformation programs with a focus on stabilizing operations…

Experience

1. Senior Operations Manager

   Startek

   Dec 2014 — Present · Bhopal, IN

   Managing end to end operations of a banking contact center set up with 300+ employees. Key responsibilities are, Oversee all aspects of operations, like call forecasting, capacity planning and manpower estimations, client KPI achievement, performance management, process improvement/problem solving, hygiene matrices (shrinkages/attrition rate), budgeting, revenue achievement, P&L etc. Set performance expectations and operating goals, reviewing performance in regular intervals and conducting annual appraisals. Skillset development / enhancement of the team, succession planning. Lead the team in execution of strategies that consistently improve business outcomes, improve end-customer experience and generate greater client satisfaction.

Skills

• Analytical & Detail Oriented (Certified Six Sigma Green Belt)
• Bpo Operations - Inbound/Outbound
• Bpo Operations - Command Center/Mis/Wfmt
• Customer Services - Telecom
• Customer Services - Real Estates
• Skilled Trainer
• Strong People Management
• Client Management
• Business Process Outsourcing (Bpo)
• Team Management
• Service-Level Agreements (Sla)
• Customer Experience
• Contact Centers
• Customer Retention
• Management Information Systems (Mis)