About Roshan Joseph
Roshan Joseph works as Manager- Call Centre (Call Centre Head) at Aster DM Healthcare- Dubai and is based in Dubai, United Arab Emirates. Roshan studied Bachelor Degree Course in Hotel Management and Catering Technology (Hospitality and Hotel Administration) at National Institute of Management (2000-2003). On Youth4work, Roshan has taken skill tests in Communication Skills (rank 1,239 of 375,956, top 1%), English Language (rank 3,044 of 356,213, top 1%) and BPO (rank 654 of 16,038, top 5%). Roshan also lists talents in Call Centre Manager, Team Leadership, Employee Engagement and Six Sigma.
Talents
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Quality System... among ... users in Dubai…among … users worldwide -
SAP MDM... among ... users in Dubai…among … users worldwide -
Six Sigma... among ... users in Dubai…among … users worldwide -
Team Leadership... among ... users in Dubai…among … users worldwide
Professional Path
Manager- Call Centre (Call Centre Head)
Aster DM Healthcare- Dubai
Full Time
Apr-2015 To
present
11 years 5 months
- Total Call Center Management, Performance Improvement & Pilot Improvement Projects. KPI , Service Levels, Mentoring, Coaching, Feedback, Performance Reviews, Call Quality
- Achieved month on month:- Exceeding KPIs all months
CSAT Score :- 88%
98% Service Levels
10 seconds ASA
200 seconds AHT
Call Quality :- 85%
Manager Operations- Call Centre/ Customer Service
Convergys India Services pvt ltd
Full Time
Apr-2005 To
Jun-2014
9 years 2 months
- Complete Call Centre Program Management / 150 direct reportees / NPS / Six Sigma / Continuous Improvement / Performance Management/ Performance Reviews / Employee Engagement for 2000 staff.
- Various awards - related to performance, received throughout the 9 years of experience here.
Manager of the year
Manager of the Quarter
Team Leader of the Quarter
Best Team Awards
Employee Engagement Awards
» 4 Projects
Qualifications
National Institute of Management
Bachelor Degree Course in Hotel Management and Catering Technology Hospitality and Hotel Administration
2000-2003
-%
My Story
Customer Service Management professional with 15 years of experience in Telecom/Healthcare.
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