raj banerji

senior manager, human resources support centre

About

Experienced Senior Business Performance Manager with a demonstrated history of working in the telecommunications industry. Skilled in Service Delivery, Operations Management, Coaching, Customer Relationship Management (CRM), and Customer Satisfaction. Strong support professional with a BE in Electronics Engineering from DeVRY.

Country

canada

City

toronto

Industry

telecommunications

Skill

call centers, customer experience, telecommunications, call center, team leadership, leadership, customer satisfaction, contact centers, workforce management, management, process improvement, vendor management, customer retention, cross functional team leadership, operations management, service delivery, ivr, team management, wireless, outsourcing, business process improvement, avaya, acd, program management, crm, telephony, mobile devices, solution selling, coaching, customer service, integration, workforce planning, customer relationship management

Experience

senior manager, human resources support centre

rogers communications

2017-3 - Present · 9 yrs 7 mos

senior manager, business performance-call centre operations

rogers communications

2014-9 - 2017-3 · 2 yrs 7 mos

* Liaise with Call Centre owners in order to understand informational gaps * Work with Call Centre owners to provide the right information that will solve current business problems and that support growth, improvement and change in the Call Centres * Exhibit deep & broad knowledge of Call Centre & operational business practises in order to enable the interpretative portion of the role * Present information to users who are not technical (ie) Information Mapping

senior operations manager call centre

rogers communications

2009-11 - 2012-9 · 2 yrs 11 mos

senior manager customer care

rogers communications

2008-10 - 2009-11 · 1 yr 2 mos

workforce manager

rogers communications

2001-11 - 2008-9 · 6 yrs 11 mos

various call centre roles including management

rogers communications

1991-8 - 2001-11 · 10 yrs 4 mos

senior manager service optimization

rogers communications

2013-2 - 2014-8 · 1 yr 7 mos

* Contribute to definition of sites and skills distribution across all Consumer Care internal/ third party sites * Partner with Workforce Planning team(s) and Operations leadership to support implementation of National sites and skills strategies, new hire plans and cross-train plans at the site level * Identify key drivers of CBC and transfers based on Genesys/ Business Analytics reporting; working with Life Cycle stakeholders to define optimization improvements * Site-level implementation support for CBC and transfer reduction tactics * Provide dashboard visibility to Operations leadership for initiatives impacting Cap Plan, AHT, CV, SVL and OPA requirements * Engage workforce teams and site operations to define and implement SVL recovery tactics