Sashi Bats

Mobile: +91-9810994022, Email: ,

Seeking middle managerial assignments in Operations, Business Analysis / Development, Process Management, Client Servicing with a reputed organisation.

Professional Snapshot

  • A results-oriented professional with over 11+ years in Operations, Business Analysis, Quality Management, Process Management, Training & Development and Client Servicing in BPO and Telecom Sector.
  • Currently working as a Consultant with Team Effort International
  • Worked as Manager Operations with ORG Telecom Ltd., New Delhi, India.
  • Worked as Team Leader Operations with Accenture Services Pvt Ltd.. Bangalore, India.
  • Deftness in managing & motivating teams for running successful operations & extensive experience of developing procedures, service standards & operational policies for business excellence.
  • Recognized proficiency in business process mapping, requirement study (As-Is / To-Be), defining the various specifications for application implementation, and client interaction for resolving concerns, real time monitoring and catering to client requirements.
  • Proficiency in implementing internal reporting systems for monitoring quality & SLA's, conducting process analysis & MIS reporting, with initiatives for the achievement of business goals through research and innovative solutions.
  • Effective communicator with exceptional presentation skills & abilities in leading cross-cultural teams & establishing relationships through client interactions.

Areas of Expertise

Operations Management

Formulating & implementing internal reporting systems for monitoring quality & SLA's as well as doing process analysis on a weekly and quarterly basis.

Enthusiastically manage the development of team by ensuring that they receive an adequate amount of counselling, coaching and training, and encourages personal development.

Managing optimization of business volumes from existing clients, undertaking cost reduction and productivity improvement as well as ensuring availability of latest knowledge on Products.

Attending Yearly and Monthly deck meetings and comparing data analysis and plan of action

Process Management

Managing client contact meetings and conference reports as well as obtaining written confirmations & acceptance from client on Process conformity, amendments, innovations etc.

Developing Standard Operating Procedures (SOPs) as per internal Operations and Client specified requirements

Handling process / procedure changes/improvements and ensuring optimal utilization of resources.

Creation of training manuals for the new joiners to give them a better stepping-stone into the process.

Business Analysis -

Daily MIS reporting based on specified matrices to management & client.

Reviewing daily and weekly reports

Defining measures for performance indicators and monitoring adherence

Working with management team to find out root cause for various issues in indicators and suggesting remedial actions

Maintaining trackers for indicators

Working with Managements on setting performance benchmarks and reviewing them on a regular basis

Making formal/informal presentation to management as a subject matter expert

Conducting weekly audits of all client reports and make amendments as per changes

Team Management

Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines.

Planning targets, monitoring numbers and achievement of overall targets by planning shifts after sanction compensatory off and weekly offs to the subordinates.

Creating fun and frolic at the work place to reduce the stress among the employees, implement reward/ recognition programs thereby controlling attrition.

Sharing best practises and monitoring performance as well as rating the team to achieve the same level

Training & Development

Conceptualising & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.

Conducting trainings for new hires and refresher trainings for operations (Management trainees, Collection Managers and PCM's) on a bi-monthly basis.

Creation of questionnaire for the team to formulate and develop the intellect among the team

Conduct training at different geographical locations by the use of video conferencing telephony

Career Highlights

Currently working with Team Effort International as a Consultant since August'11 till date.

  • Using sales, business development, marketing techniques and networking in order to attract business from client/Customers.
  • Visiting clients to build and develop relationships;
  • Developing a good understanding of client companies, their industry, what they do and their work culture and environment;
  • Advertising vacancies by drafting and placing adverts in a wide range of media, for example newspapers, websites, magazines;
  • Using social media to advertise positions, attract candidates and build relationships with candidates and employers;
  • Hadhunting - identifying and approaching suitable candidates who may already be in work;
  • Requesting references and checking the suitability of applicants before submitting their details to the client;
  • Briefing the candidate about the responsibilities and benefits of the job in question;
  • offering advice to both clients and candidates on pay rates, training and career progression;
  • Working towards and exceeding targets that may relate to the number of candidates placed, a value to be billed to clients or business leads generated;
  • Organising training for users and other consultants;
  • Research and data collection,
  • Preparing business proposals and presentations,
  • Conducting workshops,

Worked with ORG Telecom Ltd. as Manager Operations from January'10 till July'11 .

  • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
  • Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
  • Play a significant role in long-term planning, including an initiative geared toward operational excellence.
  • Oversee overall Operation management, planning, systems and controls.
  • Management of agency budget in coordination with the Executive Director.
  • Development of individual program budgets.
  • Regular meetings with Executive Director.
  • Supervise and coach office manager on a weekly basis.
  • Contribute to short and long-term organizational planning and strategy as a member of the management team.
  • Excellent computer skills and proficient in excel, word, outlook, and access.
  • A demonstrated commitment to high professional ethical standards and a diverse workplace.
  • Excellent people manager, open to direction and +Collaborative work style and commitment to get the job done.
  • Ability to challenge and debate issues of importance to the organization.
  • Delegate responsibilities effectively.
  • High comfort level working in a diverse environment

Since Oct’04 till Dec’09 with Accenture Services Pvt. Ltd, Bangalore as a Team Leader, Operations.

Joined as Real time Analyst in Mumbai and was promoted as a Team Leader on April'08

  • Actively Involved in Streamlining and Improving the Existing Processes and Workflows in the company to make them COPC compliant keeping in line with Customer Behaviour and Response.
  • Improve Operations Commitment by proactively & effectively managing client relationships for retention and growth.
  • Manage daily answer performance/service Level /line adherence, Provide analysis by program email for days missed, Attend internal /external daily calls.
  • Co-ordinate and analyze operational and service management metrics and reports.
  • Achieve established goals for production hours, service levels, & revenue.
  • Been a part of daily and weekly client calls and meetings regarding performance and updates
  • Been elected by the senior management to be a part of the training forum and prepare questionnaires
  • Eliminating daily escalations and nurturing an error free environment among the team members
  • Reviewing daily reports based on specified matrices to management & client
  • Handling end to end MIS reporting across two sites of Accenture, i.e.: Banglore and Cebu
  • Training and supervising of another site for Accenture Philippines and raising standards as far as business is concerned for Business Continuity Management (BCM).
  • Taking care of real time statistics and training intraday operations about metrics, enabling diversity among the team.
  • Accountable for identifying shift patterns, shift durations for all the campaigns based on calling window. To plan & predict various shrinkages for all the campaigns and to ensure that the shrinkages are kept in control, to keep a track of the latest batches from recruitment, their movement into training and their go live dates
  • Responsible for ensuring data & data quality are compliant for Bangalore and if required coordinate with the users to take corrective actions and educate them on preventive actions to eliminated future occurrence.

Since Feb'04 to Oct'04 with IBM Daksh, Gurgoan India as Specialist Intraday Operations.Gurgoan

  • Improve Operations Commitment by proactively & effectively managing client relationships for retention and growth.
  • Manage daily answer performance/service Level /line adherence, Provide analysis by program email for days missed, Attend internal /external daily calls.
  • Co-ordinate and analyze operational and service management metrics and reports.
  • Achieve established goals for production hours, service levels, & revenue.
  • Responsible for creating and providing functional and operational reports to executive management. Manage by site allocations, Communicate with Operations daily regarding staffing needs/strategy.
  • Creating consistent methods for analyzing and reporting metrics. Be involved with decisions of training, coordinate with Capacity Planning and Forecasting & Scheduling. Working closely on WFM tools like TCSCMS (Avaya), Service Level Reviews with Operations every quarter.
  • Identifying deficiencies (tools, metrics and reports) and recommending solutions.
  • Taking care of real time statistics and training intraday operations about metrics, enabling diversity among the team.
  • Continuously look for opportunities to improve metrics and the validation of the data. Strengthen our competitive advantage by continually improving business processes to deliver high quality services and become the clear, cut lowest cost producer of contact centre services.

Since Sept'01 till Sept'03 with Cybersys Infotech Ltd. as Sr. Executive - Operations & Dialer, Gurgoan.

Joined as Executive (CSR) and Promoted as Sr. Executive - Dialer & MIS in June'02.

  • Processing client files to Dialer text and Generate call tables as per strategy;attain the lowest abandon rateswhile maintaining high agent talk times.
  • Strategize to increase time efficiency and maximum output and Call Analysis with a high degree of accuracy.
  • Conducting various analyses like monthly Performance across all portfolios, doing monthly and period-hour analysis on different portfolios.
  • Daily MIS reporting based on specified matrices to management & client.
  • Distinction of introducing the Hourly Target Achievement-Tracking methodology.
  • Subsequently accountable for generating MIS for submission to the management for review and decision-making.
  • Leading several initiatives like Performance Incentive Program by coming up with new techniques in training associates on the floor with dialer metrics so improve the dialer efficiency.
  • Created a smooth lead management system via inbound channel to outbound channel by appropriately capturing, distributing and managing the follow-ups and thus resulting in Increase in sales & collection satisfaction.

Training & Development

  • Commit To Excel Training and certification
  • Cultural Alignment Training
  • Dialer operations
  • CMS (call master) Avaya
  • Call Centre Technology
  • Leadership Excellence Programme
  • Business Continuity and Management Training(BCM)& BCM Testing
  • Operational Excellence Programme

Academic Credentials

  • Persuing Masters in Business Administration (Operations) from Symbiosis - Pune, India.
  • BBA (Bachelors in Business Administration) from Pondicherry University, India.

IT Proficiency

  • Microsoft Office, Internet Applications
  • Avaya, Dialer, Interaction Client Dialer (I3).
  • IEX, Blue Pumpkin, TCS (WFM tools)

Personal Details

Date of Birth: 8th May 1977. REFERENCES & DOCUMENTATION AVAILABLE ON REQUEST