Rohan Roche

About Rohan Roche

I’m a Senior Director of Operations with a proven track record of driving operational…

Experience

1. Senior Director

   TP

   Aug 2023 — Present · Maharashtra, IN

   Administering the entire gamut of functions like Service Delivery, Client Relationships (CRM), QA, SLAs, Risk & Compliance Management, Projects / Programs, and Process Transitions in liaison with a team of 150+ AgentsFormulating short/ long-term strategies, financial and annual operating plans, for the achievement of process objectives, business targets & improved service delivery metrics, to ensure account growth/profitability Conducting Risk Assessments/ Audits/Process Reviews to ensure adherence to SOPs and regulatory standardsFacilitating MIS Reports / Dashboards, to track Process KPIs (Productivity, Performance, Profitability SLA, Churn, TAT, QA, and C-SAT), support critical decision-making, data-driven insights and future strategy planningBuilding Contact Centers of Excellence (COEs), Elevating service experience across all customer touchpoints. by effective resolution of their issues/ queries within defined TAT/ SLAsManaging Global Process Transitions, from scope to stabilization, while addressing staffing, operations & technology requirements, need-based training with Process, Technology, Training & Quality LeadersDriving the adoption of New Technology/ Software (Chat-BOT, IVR, Auto-Dialler); assisting in business requirement analysis, solution design, deployment, testing (UAT), go-live to end-user training and supportWorking with the QA Team for high-quality, continual improvements in the Service KPIs, SLAs and TAT Driving YOY revenue growth by adding new clients and retaining existing clients, by providing quality products /services Leading, training and mentoring Team Members, empowering people to deliver their best

Education

• University of Mumbai

  MBA IT

  2004 — 2007

• Welingkar Institute of Management

  MIM, Information Technolgoy

  2004 — 2007