PRASHANT BHATNAGAR

Ph: +919619870414 / E-Mail: prashaant.bh@gmail.com

To seek the Position of a Call Center Manager at a Company which will provide me Challenging Managerial
targets and tremendous growth prospective and thereby advancing my Managerial career

PROFESSIONAL SYNOPSIS

o Immensely Talented and Hardworking

o Over Eight Years of Call Center Experience in Operations, Administration
o Close Exposure to various routine activities at a Call center and extensive experience of Monitoring and
controlling them.
o Great Managerial skills and Team lead aptitude.
o Exceptional ability of encouraging and motivating Team Members consistently.
o Ability to handle conflict situations among various departments, which occur quite frequently at Call Centers.
o Great Command over reports, both preparation and analysis.

CORE COMPETENCIES

o Building a Team that effectively supports client programs, product and services.
o Driving the development of Superior Customer service and high sales performance.
o Leading Workflow distribution and floor Management to ensure service levels are satisfied.
o Hiring, Training/developing, motivating and coaching, evaluating and retaining qualified staff.
o Maintaining service, Talk/Wrap time, data and both Client and consumer satisfaction Levels.
o Creating and sustaining a dynamic environment to foster development opportunities and motivates high
performance amongst Team members.
o Generating MIS reports to update the management about individual and business performance.

ORGANISATIONAL EXPERIENCE

From October 2010 working with Silgate Solutions Ltd as an Sr. Manager (Operations)

Roles & Responsibilities:-

o Ensure employees have a clear understanding of client’s business goals, performance expectations.
o Promote an effective working environment.
o Provides leadership while coaching CSA’s to improve skills and ability
o Provide continuous feedback in the areas of recognition, corrective action and succession planning.
o Working with the training team, responsible for development of CSA’s including on the Job training,
motivation and coaching to reinforce required skills.
o Responsible for follow up and resolution to CSA issues.
o Consult with HR on matters of recruiting, Hiring corrective action and discharge
o Building team cohesiveness through staff meetings, Team goal setting and brainstorming
o Responsible for Entire Domestic Call Center.
o Handling Team of 200 People, 10 Team Leaders, 2 AM’s and 1 Manager.
o Setting Sales Targets for Manager & Asst Manager.
o Create and implements incentives to inspire the achievement of set goals.
o Responsible for Client Interaction to building strong client relationship
o Reporting to Director
 April 2008 to September2010 with Unilink Teleservices India Pvt Limited as a Sr. Manager (Operations).

Job Accountabilities

Currently handling functions entailing
o Handling Domestic Call Center for Telecom, Entertainment and BFSI
o Monitoring and controlling the routine activities in operations.
o Handling Team of 75 Tele callers, 4 Leaders, 1 Asst Manager.
o Reviewing the reports by Assistant Managers for preparing the Feedback.
o Conducting daily meetings with the Assistant Managers and discussing about their report statics and the
respective feedback
o Setting Sales targets for Assistant Managers and Leaders and motivate them to achieve those targets.
o Responsible for Client Interaction to building Strong Client Relationship.
o Establish and Implementing Goal, Policies, Objective and Operating Procedures and evaluate effectiveness on
regular basis.
o Working with HR and Admin Department to ensure smooth transactions.

April 2007 to March 2008 with Network & Tech Savvy Service Pvt Ltd as a Manager Operations.

Accountabilities as Manager Operations.

Major focus is on handling team of Operations.

Integral role in
o Handled Domestic call center for Telecom and BFSI.
o Handled Team of 90 Tele callers, 6 Leaders, 1 Asst Managers.
o Monitored the entire operations activity.
o Performed frequent performance evaluations of Team Leaders and Assistant Managers and encouraged them
for better and consistent performance.
o Reviewed the reports by Assistant Managers and Team Leaders.
o Assigned Sales targets and issuing timely updates of the performance review.
o Responsible for Client Relationship Management.
o Reported to Call Center Head on Weekly Basis.
`

November 05 to March 07 with Godrej Upstream Ltd now (Eureka Outsourcing) as a Team Leader

October 04 – September 05 with Ken Technologies Pvt Ltd as Team Leader

February 02 to August 04 with Zenta Technologies as a Sr. Executive (Tele Calling)

April 1998 to March 2001 with Escotel Mobile Communications as a Executive Sales
 EDUCATION

o Year 1999 Graduate in Commerce from Agra University.

PROFESSIONAL QUALIFICATION

o Pursuing Executive MBA.

o Diploma in Customer Relationship Management from Delhi.
o Advance Diploma in Computer Science from STG Delhi.
o 10th Level Certificate Course in German Language from Delhi.

PERSONAL DETAILS

Date of Birth : 24th January 1979

Permanent Address : A- 104, 1st Floor, Olive Estate, Sector 27, Nerul Navi Mumbai-400706
No of Dependants :3
Passport Number : G6621625
Marital status : Single
Mailing Address : A- 104, 1st Floor, Olive Estate, Sector 27, Nerul Navi Mumbai -400706