Charanjit Singh

Results-driven BPO Operations Team Leader with 7+ years managing 15-member teams across Salesforce & Zendesk platforms in India's ITES/BPO sector. Achieved 98% SLA compliance, 95% quality scores, and 25% turnaround improvement through process redesign and RCA-driven governance. Expert in workforce scheduling, MIS reporting, and cross-functional stakeholder management across domestic and international client accounts.

Team Leader – Operations - Ideagen Software (India) Pvt. Ltd. - Hyderabad

(2024-07 - 2025-09)

• Led 15-member operations team delivering client account management and ticket governance via Salesforce & Zendesk, ensuring 100% SLA and quality benchmark adherence.
• Implemented coaching and recognition programs that reduced attrition by 10% and improved team engagement scores.
• Streamlined operational workflows through process redesign, cutting turnaround time by 25% while maintaining 95%+ quality scores.
• Trained new hires on Salesforce & Zendesk, reducing onboarding ramp-up by 30%.

Front Line Manager – Operations - Genpact India Pvt. Ltd. - Hyderabad

(2023-05 - 2024-06)

• Supervised daily BPO operations, achieving 98% SLA compliance and 95% quality score via rigorous KPI governance and MIS dashboard tracking.
• Managed workforce scheduling, leave planning, and roster allocation to optimize utilization across shifts.
• Conducted Root Cause Analysis (RCA) on escalations, reducing repeat issues by 20% through corrective action implementation.
• Partnered with QA & Training teams to deliver targeted coaching to 20+ associates.

Process Developer - Genpact India Pvt. Ltd. - Hyderabad

(2018-08 - 2023-05)

• Coordinated with Philippines and US clients on daily performance, SLA alignment, and global process transition execution.
• Led calibration sessions and audits ensuring regulatory compliance; prepared weekly MIS reports and leadership dashboards in Excel & PowerPoint.
• Mentored 8+ junior associates, improving accuracy rates by 15% and reducing rework cycles.

Process Associate - Wipro Ltd. - Kolkata

(2017-08 - 2018-07)

• Delivered multi-channel customer support for international accounts, maintaining CSAT >90% and high First-Call Resolution (FCR) rates.
• Ensured compliance with process SLAs and turnaround standards; prepared daily MIS reports and escalation summaries.

Bachelor of Commerce - Commerce - Shyamaprasad College (2017)

Indian School Certificate (ISC) - Julien Day School (2012)

Indian Certificate of Secondary Education (ICSE) - Julien Day School (2010)