Abhishek Batra has over 10 years of experience in dialer management, operations, strategy planning, project management, and people management. He has extensive expertise with dialing tools such as Aspect Ensemble, Unison, Genesys, and Unified IP. Currently he is a Senior Manager of Dialer Management at Sykes Asia Inc., where he oversees dialer operations and a team of associates. Previously he held roles with increasing responsibility at Aegis managing dialer teams and operations across India and internationally.

1. Abhishek Batra
 +63-9176360251  abby.batra85@gmail.com
Overview
 Professional Experience – 10+ years of experience in Dialer Management
,Operations,Strategy Planning , Project and People Management.
 Specialization – Ensemble, Unison, Genesys and Unified IP 6.5 & 6.6
 Current Profile– Senior Manager – Dialer Management at Sykes Asia Inc.
___________________________________________________________________________
Professional Experience Summary
DIALER MANAGEMENT
• Over eight years of experience in Dialer and Operations Management. - Hands on expertise with
tools like Aspect - Ensemble 3.1, Unison7. 0, Ensemble Pro 5.2 and Unified IP (Version 6.5 and
6.6 all set up), Genysis Dialer etc.
• Experience of managing Site Dialer as well Global Dialer teams.
• Expertise in setting up and managing Command Center teams for Global Performance Monitoring
STRATEGY PLANNING
• Forecasting & Strategic Planning at global scale
• Cost Analysis
• Business Performance Analysis including operational KPIs
PROJECT MANAGEMENT & OPERATIONS
• Handled operations for 350 agents with 5 OM’s reporting in absence of Director. Managing the
performance in a champion challenger environment .
• Designing and implementing systems to achieve maximum efficiency in various operations,
spearheading process improvement initiatives
• Managing client facing activities, primarily during client visits to the centre
• Design, implementation and ongoing updation of processes relating to Pre-Sales, Visits and
Transition activities.
• Extensive experience in driving productivity metrics across production floors with the help of real
time queue watch teams monitoring Global Operations.
PEOPLE MANAGEMENT
• Extensive experience in managing Dialer teams that includes both outbound and Inbound.
• Experience in setting up successful succession plans at various levels.
• Experience of managing projects involving Cross Functional / Multi Geography team members.
___________________________________________________________________________________
Career Progression
o Around 10 years of extensive work experience in both International & domestic industries.
o 2 years as a collector for international Bank Cards
o 2 years of experience as a dialer specialist for International outbound collections handling Auto
collections
o 2 years as a dialer Team Lead for International outbound collections

2. Abhishek Batra
o 2 years as a Dialer AM for domestic collections, renewals & Sales processes
o 1 year as a Dialer Manager, handled PAN India Dialer operations for Aegis
o Currently working as a Senior Manager with Sykes Asia Inc. from 7th
May’15
Current Job Profile
Senior Manager - Dialer Management with Sykes Asia Inc. from 7th
May 2015 till Date
In this role, I am given responsibility to handle a team of 4 dialer associates managing dialer for 300
agents of collections. Also managing the operations in absence of the Director.
Key Responsibilities:
o Responsible for portfolio’s performance working in sync with the Operations towards making the
strategies & ensuring the implementation of the same.
o Ensuring absenteeism and attrition is under control by rolling out different contests and
continuous engagement with the agents and the TL’s
o Handling dialer operations with 4 dialer associates. Managing their leaves, Rosters and daily
work schedules.
o Conducting Dialer training for the new hires and refresher training for operations (Management
Trainee, Managers) on a quarterly basis.
o Consulting Aspect for the requirement for various tool requirements & well as scheduling
maintenance activities as & when required with the help of Aspect Team.
o Ensuring smooth and uninterrupted operations for all the processes, in conjunction with the
Telecom and Applications teams (like aspect). This requires 24 hour availability (over the phone)
as well as forming constructive professional relationships with the other teams for instant
resolution of any issues that occur
o Working on Profitability of the business and providing the required analysis and suggestions to
increase the same.
o Working on various strategies for the optimal usage of the resources available, and providing the
best results which are expected out of Dialer Team
o Being a part of Dialer & Analytics team,
o Responsible for Real Time Campaign Management, Inventory Management, and Strategy
Designing for the Outbound Campaigns
o Responsible for Scheduling and Staffing for Outbound processes, primarily focusing on
reducing Over/Under staffing for Outbound Projects
o Done various analysis for the process improvements (Reduction of Idle Time in Outbound,
Controlled Overstaffing/Understaffing, Increased Right Party Contact Rate)
o Designing reports for Schedule Adherence and Real Time Management
o Client Interaction for Collection Strategies, Man Power Scheduling, Multi Skilling, and other
strategies
o Doing cost benefit analysis for the further optimization of the processes.
Manager - Dialer Management From Jul’14 till Apr’15
In this role I was given a responsibility to manage the Dialer Team based out of 1 location handling Global
Dialer operations.

3. Abhishek Batra
Key Responsibilities:
o Handling dialer operations with a team of, 1 AM, 3 TL’s & 10 specialists. Managing their leaves,
Rosters and daily work schedules.
o Conducting Dialer training for the new hires and refresher training for operations (Management
Trainee, Managers) on a quarterly basis.
o Consulting Aspect for the requirement for various tool requirements & well as scheduling
maintenance activities as & when required with the help of Aspect Team.
o Ensuring smooth and uninterrupted operations for all the processes, in conjunction with the
Telecom and Applications teams (like aspect). This requires 24 hour availability (over the phone)
as well as forming constructive professional relationships with the other teams for instant
resolution of any issues that occur
o Meeting with portfolio leaders on a weekly basis to discuss performance, key dialer metrics and
constraints, if any.
o Handling the monthly performance reviews and audits with the client.
o Taking care of the migrations of the processes from one dialer to another & setup of new
processes on Dialer (Recently, did set up of new collections & sales portfolio on Dialer, (adhering
to TRAI). In Aegis Collect, successfully migrated many portfolios taking care of all the compliance
related issues at the dialer end. (Adherence to TRAI, FDCPA & OFFCOM) and also
implementing them. Went to Dubai recently for knowledge transfer & setting up of a new Dialer
for a telecom client
o Working in close loop with the IT team in case of any software or hardware related issues to have
the minimum downtime and assuring the smooth running of operations for minimal productivity
impact
o Working on Profitability of the business and providing the required analysis and suggestions to
increase the same.
o Working on various strategies for the optimal usage of the resources available, and providing the
best results which are expected out of Dialer Team
o Being a part of Dialer & Analytics team, I Work in sync with the Operations towards making the
strategies for outbound process & ensuring the implementation of the same.
o Responsible for Real Time Campaign Management, Inventory Management, and Strategy
Designing for the Outbound Campaigns
o Responsible for Scheduling and Staffing for Outbound processes, primarily focusing on
reducing Over/Under staffing for Outbound Projects
o Done various analysis for the process improvements (Reduction of Idle Time in Outbound,
Controlled Overstaffing/Understaffing, Increased Right Party Contact Rate)
o Designing reports for Schedule Adherence and Real Time Management
o Client Interaction for Collection Strategies, Man Power Scheduling, Multi Skilling, and other
strategies
o Doing cost benefit analysis for the further optimization of the processes.
Assistant Manager – Dialer Management (Apr 2012 – Jun 2014)
Key Responsibilities:

4. Abhishek Batra
o Main resbonsibility in this profile was to setup a new site for Aegis Domestic in Bangalore
o Working on Genesis & UIP 6.6
o Setting up a new dialer at another location ensuring all technical aspects are met
o Hiring & training of 6 new dialer specialists to handle 300 seats on 2 different dialers
o Preparing OPS Review data from dialer end for all the portfolios.
o Working on Profitability of the business and providing the required analysis and suggestions to
increase the same.
Lead – Dialer Management (Apr 2010 – Mar 2012) – Aegis Collect(International)
Key Responsibilities:
o Working on UIP 6.5.1 & 6.6
o Respnsible for managing a team of 6 specialists. Managing their rosters & training the new
resources on the dialer as well as taking care of the growth plans for the team
o Managing First party & third party collections portfolios on the Dialer
o Creation of collection dialing strategies based on customer risk, customer segment, DPD etc to
enhance collections
o Doing best time to call analysis & scheduling the manpower & high risk accounts on different
days of the week & different time of day accordingly
o Responsible for planning out automated voice messaging strategies to increase inbound volumes
& enhance collections
o Responsible for rotating the CLI’s on a frequent basis to enhance answer rate & collections
o Responsible for collection of information with regards to technology before any campaign goes
live
o Providing Feedbacks to Client Regarding Data on Daily Basis, Providing Client with our data to
enhance our Performance, Handling Shift Start and Shift end Activities
Specialist – Dialer Management (Apr 2008 – Mar 2010) - Aegis Collect(International)
Key Responsibilities:
o Working on Ensemble Version 3.1 and Unison 7.1 Predictive dialers, EPro 5.2 and UIP 6.5.1
o Managing First party(Auto) collections on the Dialer
o Creating Resource Group, Numbering Plan, DNIS Setting, External Filters for using Gateway
Configuration
o Creating dialing strategies to ensure optimized utilization of the available resources
o Creating Call tables and generating the daily reports of utilization of database
o Responsible for collection of information with regards to technology before any campaign goes
live
o Providing Feedbacks to Client Regarding Data on Daily Basis, Providing Client with our data to
enhance our Performance, Handling Shift Start and Shift end Activities
o Responsible for planning strategies to Meet Process / client Requirements.

5. Abhishek Batra
o Taking out reports from dataview as per client requirement
Senior Executive - Collections (Jan 2006 – Mar 2008)- Aegis Collect(International)
Key Responsibilities:
o As a senior representative primary responsibility was to manage the team involved in outbound
calling in conjunction with the team leader.
o Organizing weekly team meeting to discuss all the process related updates and areas of
opportunity.
o Responsible for Pitching into, Handling & Controlling Escalated calls for Correspondence
Management.
o Acting as bridge between the team members and other department like Quality, Workflow
Training, HR and Administration.
o In May 2009, got promoted as a dialer specialist through IJP & worked as a dialer specialist for 2
years.
___________________________________________________________________________
Achievements
o Was given plaque of recognition recently for valuable contribution post joining and working only
for 6 months at Sykes
o While working with Aegis, went to Dubai for transition & setting up a new Dialer for the client.
Received appreciation from the client on the changes suggested & positive impact on the
portfolio’s performance post the implementation
o Received many “Certificate of Excellence” for exceptional performance in driving performance
/contacts etc. and ensuring Floor discipline.
o Successfully completed the training program for Team Leads and above by the name of “ACE “–
Achieving continued Excellence. Training program emphasizing on personal and professional
development
___________________________________________________________________________
Tools Expertise
__________________________________________________________________________
Personal Details
Name: Abhishek Batra
Date of Birth: 10th Jul 1985
Sex: Male
Marital Status: Married
Nationality: Indian
Permanent Address: S 234, School Block, Shakarpur, Delhi, India – 110092
• Aspect unified IP
• Ensemble 3.1
• Unison7. 0
• Ensemble Pro 5.2
• Genesis
• Microsoft Office 2010

6. Abhishek Batra
Present Address - 1205, North Tower, Lee Gardens, Shaw Boulevard, Mandaluyong, Metro Manila
Education – An Art Graduate
Languages Known: English, Hindi & Punjabi
Hobbies: Cricket & Music
I hereby declare that all the above mentioned information given is to the best of my knowledge
Date: 24/03/2016
Place: Manila, Philippines ABHISHEK BATRA
PS – Please note that I am willing to relocate back to India, I can be contacted on my Philippines number,
if not you can email me the contact details and I can get back to you within 24 hours

7. Abhishek Batra
Present Address - 1205, North Tower, Lee Gardens, Shaw Boulevard, Mandaluyong, Metro Manila
Education – An Art Graduate
Languages Known: English, Hindi & Punjabi
Hobbies: Cricket & Music
I hereby declare that all the above mentioned information given is to the best of my knowledge
Date: 24/03/2016
Place: Manila, Philippines ABHISHEK BATRA
PS – Please note that I am willing to relocate back to India, I can be contacted on my Philippines number,
if not you can email me the contact details and I can get back to you within 24 hours