Find freelancers. Lose those costly delays.

With 1.7 million freelancers, we'll match you with the perfect talent.

or, Register with Elance »

Saurabh J. | Elance
 
176985602337900
Last Sign-in: Jun 25, 2014

Saurabh J.

Expert in handling out source contact centers.
   India
  |   Panchkula, Haryana

Overview

Minimum Hourly Rate $11

Commerce graduate with 11 plus years of experience achieving a challenging carrier in a growth oriented organization through my business skills ,coupled with my sound customer service experience.Sound understanding of Indian telecom business.Hands-on experience of various facets of customer service in telecom with expertise in OSCC ( partner management ). Exposed to domestic & international BPO environment..Core member of transition team & helped in migration of centres.Successfully implemented YB project on reduction of short calls @ OSCC.

Read More »

Skills (10)

Tested

Service Description

Previous Employment(s)/Designation(s)
Bharti Airtel Limited as Business Manager-CSD
Nov 2012 to Aug 2013 (9 month(s)) Business manager -Acquisition experience under the Service Experience vertical with Bharti Airtel Ltd.As a BM of the function my responsibility is to manage & control the operations / quality of tele- verification process for DEL & UN circles through a centralized outsourced call center model having both inbound & outbound setup ( 120 seats )

Key responsibilities include :-
Managing & controlling of Process KPI -Portfolio coverage % , CQ scores , Service level, abandon % , TV + Welcome for Post paid LOB.

Other responsibilities include :
Billing/ R&P -Validation of Monthly bills basis projections & required staffing with the delivery of key metrics in order to qualify the R&P.
Capacity planning - To ensure the portfolio has precise head count to meet the hours requirement & defined SL.
Performance management- Monitor KPI delivery of TV process & ensure regulatory compliance through daily /weekly / monthly reviews.
Quality & audits- CQ being pivotal for a process with regulatory compliance like TV ,ensuring correct & complete documentation of customer interaction in systems.Audits of various daily to do's & business SOP to ensure the set guidelines are followed & any deviation gets highlighted & worked upon.

Key achievements :-
With the back- drop of new TRAI guidelines on FTA process including customer verification for mobile & tele-media businesses...

Read More »
Overview  |  Job History  |  Resume/C.V.

Keywords

9 years experience of Telecom
expertise in OSCC partner management
Exposed to domestic & international BPO environment
Certified Dale Carnegie workshop on wining with others
YB certified.
My Snapshot
All Categories
Elance Level
Level represents activity and experience on Elance. Freelancers start at Level 1 and achieve higher levels through their work. A higher "Level" indicates greater earnings, ratings and other achievements on Elance. Learn More »
  • 12 months
  • Lifetime
Jobs
0
0
0
Total
Milestones
Hours
Reviews
Recommend
Clients
Total
Repeat
Earnings
Private
Private
Total
Per Client
Identity
Username
Jain_Saurabh
Type
Individual
Member Since
February 2014
Elance URL
Verifications
0
Saurabh J. | Elance

Saurabh J.