Sourabh Malik
Manager of Operations at Accenture
- Role
- Senior Operations Manager at Accenture
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sourabh Malik
Operations and Governance professional with 14+ years of experience in telecom, customer…
Experience
Senior Operations Manager
Dec 2023 — Present · Gurugram, IN
Handle team of 150 -170 including 15 to 18Team leaders.• Focus on continuous improvement each day in terms of program performance by analyzing daily results, via ops reporting and make recommendations to client on program enhancements.• Review agent-level data, center data, and/or other appropriate information to assess performance trends and recommend solutions for improvement to operations.• Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction. Writes formal monthly client report, with data analysis, and recommendations for improvements.• Organize and lead formal client review sessions/presentations, directly interface with client during requirements gathering sessions.• Initiate business process re-engineering to improve customer satisfaction• Co-facilitate employee satisfaction and motivation through incentives and floor wide activities.• Hiring, managing, developing and evaluating the production staff to ensure proper methods techniques are used to achieve the highest levels of quality and service to meet client goals• Identify the training needs of subordinates & plan the training requirements of the team.Work with Quality & Compliance team and clients to meet quality standards.
Education
Punjab Technical University
Bachelor's degree, Computer Technology/Computer Systems Technology
2009 — 2012
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