Ravneet Singh

Managing the total span of 150 colleagues which includes 6 Managers and 4 Team Leaders. New Client implementation and process streamlining for my client. Managing the overall the performance for my span goals and responsibilities. Responsible for capacity planning and HC requirement for my project. Ensuring Service level results are met by Daily performance monitoring. Conducting IJP/External interviews for candidates for open positions. Prepare FTE estimate, project timelines and milestones. Identify potential risks and prepare a mitigation plan. Ensure seamless transition or delivery of project work and keeping all interested parties informed. Maintaining effective communication with client, onshore and leadership teams Looking for opportunities of automation in the existing processes to create capacity and absorb more work.

Goal setting, performance reviews and individual development plan for all colleagues. Managing a team of 21 FTEs (2 Senior Recruiter, 5 Recruiters and 14 Associates). People Management- Attrition, development opportunities, coaching and mentoring. Responsible for overall client delivery for assigned Clients. Managed all KPI's (TAT, Accuracy, Attrition & Optimum Utilization) for a US based RPO Clients. Streamlining the process and seamless process transitions. Transition of new project and Implementation from US team. Manage health of the business by reviewing key metrics (SLA/TAT). People Management: One-on-Ones, leave management, Coaching, mentoring, people issue, etc. Performance Management: Goal setting, 9 Blocker, IDPs, Performance reviews, scorecards, Reward & Recognition, Appraisal discussions, etc.

Build and maintain network of potential candidates through pro-active market research and on-going relationship management. Goals/Targets include quality of applicant pools and hire, diversity, number of hires, hiring manager and new hire satisfaction, cost-per-hire, etc. Compliance Management: Policy adherence, Seat utilization, EWS/RAG status. Process Management: Operational Reviews and Stakeholder Meetings/Updates on weekly and monthly basis. Reviewing the data on the regular basis to ensure the trending of SLA's/TAT. Review & validate the dashboard and checking for exceptions. Escalation handling, Root cause analysis.

Up-selling of Bata products. Sales of Videocon d2h set-top box to customers. Ensuring service quality level - 85%. Ensuring prompt and courteous service delivery, attempting first call resolution. Attending to irate and unsatisfied customers and ensuring retention. Improved processes to meet targets for Utilization rate, Agent performance, Product knowledge. Conducting Mock calls session for new executives. Conducting refresher and training for executives. Reviews with client and management monthly. Assisted the HR in acquiring the right workforce for the Contact center. Sharing Quality feedback with associates for improvement in the product and process. Induction of new hires and briefing them about the company HR policies, leave & attendance system, Code of Conduct and regarding their respective teams.

Handling customer escalation & presidential and escalated complaints & tracking their resolution. Sales of DishTV set-top box to the prospective customer. Managing data with agents logged in, AHT and callbacks arranged for different branches and departments. Ensuring service quality level - 85%, and service standards on hard & soft skills to be followed relentlessly. Assisted HR in acquiring the right workforce for the Contact center. Taking Escalation Calls and ensuring first call resolution to the customer.

As a Customer Care Executive, I worked for 'Vodafone' process. The main responsibilities include handling calls and replying to all sort of queries related to Vodafone-Data, Vodafone-scheme, and Vodafone caller tunes.