Ashok Singh Negi
Team Leader
Pune,Maharashtra
Summary
Experienced with operational management and team leadership. Utilizes strategic planning and workflow optimization to drive efficiency and productivity. Track record of effective problem-solving and fostering collaborative work environment.
Overview
18
18
years of professional experience
Work History
Assistant Manager (Operations)
WNS Global Services
07.2017 - 08.2022
- Interacting with Clients on Daily and Weekly Calls providing update on daily work status with wins, challenges and way of going forward
- Creating and managing Daily Inflow, Productivity, Call reports
- Discuss and agree with Clients on possible dollar savings
- Managed Client expectations during the Covid Pandemic
- Ensuring Grade Of Service and Answer Rate are met for inbound calls by real time, call monitoring of wrap, hold, not ready, team break schedule on client application
- Conducting team huddles to share SLAs, calls & files target, best practices and process improvements.
- Working with the bottom Quartile to uplift their performance and assigning mentors
- Managing Application access, IT issues and Employee Return to Office during the Covid Pandemic
- Review and Approve payments on daily basis and ensuring the TAT for the same are met on daily and monthly basis.
Assistant Manager (Operations)
WNS Global Services
07.2014 - 06.2017
- Directly manage a team of 31 FTE’s dealing with onboarding and administering PMI policies for SME
- Weekly/monthly review of targets ensuring SLA’s are met
- Prepare & populate daily, weekly & monthly reports for performance assessments, escalations, resolutions, team updates etc., to the senior leadership & onshore client
- Conduct monthly One to One with staff to discuss performance and agree on future targets
- Conduct yearly appraisal discussions and chalk out a development plan for individuals
- Training of new staff as per requirement
- Resource & time management, arrange shift rosters, estimate resource requirements.
Lead Associate
WNS Global Services
10.2012 - 06.2014
Senior Customer Service Associate
WNS Global Services
02.2005 - 09.2012
Education
High School Diploma -
Vidhya Bhavan College of Commerce
Pune, Maharashtra03-1997
Skills
- Operational efficiency
- Productivity enhancement
- Workforce planning
- Key performance indicators
- Customer engagement
- Training and mentoring
- Team building
- Employee supervision
- Operations management
- Scheduling and coordination
- Performance tracking
- Service delivery management
- Teamwork
- Problem-solving
- Time management
- Standard operating procedures
- Scheduling management
Languages
English
Full Professional
Hindi
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- MS office
- People Management
- Met Client expectations
- Training & reporting
- Conducted Team hurdles
- Supervised team of 30 staff members
Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsPaid time offTeam Building / Company RetreatsPaid sick leaveTimeline
Assistant Manager (Operations)
WNS Global Services
07.2017 - 08.2022
Assistant Manager (Operations)
WNS Global Services
07.2014 - 06.2017
Lead Associate
WNS Global Services
10.2012 - 06.2014
Senior Customer Service Associate
WNS Global Services
02.2005 - 09.2012
High School Diploma -
Vidhya Bhavan College of Commerce
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