About Aftab Lokhandwala
Aftab Lokhandwala works as Senior Manager Operations at Concentrix Daksh Business Process Services Pvt Ltd and is based in Pune, India. Aftab studied Master of Commerce at University of Mumbai (2002-2005). On Youth4work, Aftab has taken skill tests in Common Sense (rank 2,470 of 122,917, top 3%). Aftab also lists talents in Business Process Improvement, Client Service, Performance Management and Program Management.
Talents
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Business Process Improvement... among ... users in Pune…among … users worldwide -
Client Service... among ... users in Pune…among … users worldwide -
Performance Management... among ... users in Pune…among … users worldwide -
Program Management... among ... users in Pune…among … users worldwide
Professional Path
Senior Manager Operations
Jan-2011 To
present
15 years 8 months
- •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 - • 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
Qualifications
University of Mumbai
Master of Commerce Commerce
2002-2005
-%
Mithibai College
Bachelor of Commerce Accounts and Finance
1995-2001
65%
My Story
Sr Manager Operations with over 16 years of work experience in Voice contact center environment. Living in Pune since 2009
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