Aftab Lokhandwala

Senior Operations Manager With Over 16 Years Of Experience In Bpo/Ites
Pune, Maharashtra, India
Common Sense, Business Process Improvement, Client Service
About
Sr Manager Operations with over 16 years of work experience in Voice contact center environment. Living in Pune since 2009
Talents
Work Experience
Senior Manager Operations
Concentrix Daksh Business Process Services Pvt Ltd
Full Time Jan-2011 To present 14 years 2 months
Responsibilities
  • •Steering end to end operations of an Inbound Technical Support process dealing in internet, television and home phone support.
    •Average span of 250 employees consisting of customer service associates, Team Leaders, Quality Control Specialists, Voice and Accent Trainers, Scheduling and Planning team
    •Manage Ongoing Communication and Stakeholder management within and outside the enterprise
    •Forecast resource requirement in terms of hiring new members, seats and other resources to manage any ramp or back fill in line with future volumes and internal attrition
    •Responsible to manage gross margin targets for overall program as a part of P&L
    •Enable the team to meet Service Level Targets and other key metrics indicating performance of the team
    •Ensure employee engagement and development
    •Manage multiple projects simultaneously and operate in a fast-paced, high-growth, and professional environment.
    •Design and manage controls to ensure compliance and integrity
Achievements
  • • Ramp to Proficiency (RTP) – Project completed to reduce the learning curve of new hires on VOC (C-sat) scores from 24 weeks to 12 weeks
    • Completed cultural change (I Lead implementation) across the program of 700 employees, making the site a ?rst choice of customer across multiple sites in 2015 – 2016
    • Successfully led new hire Retention Project for Pune Concentrix Site in 2014 across 13 businesses with a hiring demand of approx. 1000 heads in H2 2014 - Attrition reduced from 15% in 2013 for 0-90 day’s tenure to 10.5% in H2 2014. Got recognized with Key Achievers Award from CEO of Synnex – Kevin Murai
    • Improved First call resolution percentage by 13% through a green belt project implementation in 2011
    • Turned around Performance on Key metrics winning back client con?dence within 6 months of joining Concentrix, this was while the account was in critsit stage
» 4 Projects
Education
Master of Commerce, Commerce
University of MumbaiUniversity of Mumbai
2002-2005
Bachelor of Commerce, Accounts and Finance
Mithibai CollegeMumbai University
1995-2001 Score65%
Profile Snapshot
Aftab is based out of Pune & has studied Commerce, M.Com-Master of Commerce from Year 2002-2005 in UM-University of Mumbai, University of Mumbai.
Aftab Lokhandwala is Skilled in Common Sense, Business Process Improvement, Client Service and other talents.