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Roshan Joseph

Customer Service Senior Manager With 15 Years Of Experience
  • Dubai, Dubai, United Arab Emirates
  • Communication Skills, English Language, BPO
Profile Snapshot
Roshan is based out of Dubai & has studied Hospitality and Hotel Administration, BHMCT-Bachelor Degree Course in Hotel Management and Catering Technology from Year 2000-2003 in NIM-National Institute of Management, University of Delhi.
Roshan Joseph is Skilled in Communication Skills, English Language, BPO and other talents.
My Story
Customer Service Management professional with 15 years of experience in Telecom/Healthcare.
Professional Path
Manager- Call Centre (Call Centre Head)
Aster DM Healthcare- Dubai
Full Time Apr-2015 To present (10 years 4 months)
Responsibilities
  • Total Call Center Management, Performance Improvement & Pilot Improvement Projects. KPI , Service Levels, Mentoring, Coaching, Feedback, Performance Reviews, Call Quality
Achievements
  • 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
Customer Care
Full Time Apr-2005 To Jun-2014 (9 years 2 months)
Responsibilities
  • Complete Call Centre Program Management / 150 direct reportees / NPS / Six Sigma / Continuous Improvement / Performance Management/ Performance Reviews / Employee Engagement for 2000 staff.
Achievements
  • 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

Internal Job Posting- Supervisor & Quality Coach Initiative
May-2015 to Jun-2015
Identification of Job Role.
Initiative - sole responsibility to run/implement project.
Cause and effect of role - presentation.
Application Invites
Interviews/ Tests / Analysis/ Selection
Mentoring/ Coaching/ Training of future leaders
Performance Reviews
Rewards & Recognition
May-2015 to Jun-2015
RNR project : Sole responsibility
Incentive program identification/ setup / costing.
Cause and Effect- presentation
Budget analysis
Implementation showed increase in performance by 25% s compared to past 4 years.
Increase in Employee Opinion Score by 20% - Employee Engagement Project
Mar-2013 to May-2013
Employee Engagement Project Implementation:
Analysis of Employee Feedback
Budgeting / Cost Approvals
Cause and Effect - Presentation
Delegation/ Instructions/ Review of Employee Engagement Officer role across site for 2000 employees.
Direct Result : -Increase in Employee Opinion Survey Scores by 30%
Increase in Call Centre NPS score by 15%
Mar-2012 to May-2012
Increase in Net Promoter Scores by 15 % :

The goal was to increase customer feedback scores within the centre.
DMAIC method (Six Sigma) followed.
Total increase in score at the end of the 90 day implementation period : 23% (8% over target)
Qualifications
Bachelor Degree Course in Hotel Management and Catering Technology
National Institute of ManagementUniversity of Delhi
2000-2003
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