Harsh Sankla
Acting Team Lead
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About
Results-driven BPO Operations professional with nearly 2 years of experience in Customer Support, SME/FS, and Team Leadership. Progressed from Customer Support Executive to SME and Acting Team Lead, managing a 20+ member team and driving KPI performance across CSAT, AHT, Quality, Adherence, Shrinkage, and Attrition. Skilled in People Management, Performance Management, Coaching & Mentoring, OJT Support, Escalation Management, Process Compliance, SLA Management, and Customer Experience.
Proven ability to improve team performance, maintain operational standards, and achieve business targets.
Experience
Acting Team Lead - Digitide Solutions Limited - Indore, Madhya Pradesh
(2025-11 - 2026-08)
- Managed and coached a 20+ member team, driving daily performance against key KPIs including CSAT, AHT, Quality, Adherence, Shrinkage, and Attrition while ensuring SLA and process compliance.
- Managed the Cancellation Retention project from Nov–Jan as per the client requiremens, leading a dedicated team of 15+ cancellation agents while driving adherence and KPI performance.
- Conducted regular performance reviews, coaching sessions, feedback discussions, and RCA, identifying performance gaps and implementing targeted action plans to improve productivity and service quality.
- Coordinated with Operations, SME, Quality, and Training teams to support new joiners, while handling client interactions, operational escalations, and critical issues to ensure timely resolution, process compliance, and consistent customer experience.
Subject Matter Expert(SME) - Digitide Solutions Limited - Indore, Madhya Pradesh
(2025-07 - 2025-10)
- Assisted in new-hire training, knowledge transfer, and performance support, while coordinating with Operations to ensure smooth process execution.
- Supported associates with process queries, escalations, and real-time issue resolution, ensuring adherence to SOPs and quality standards.
Customer Support Executive - Digitide Solutions Limited - Indore, Madhya Pradesh
(2025-05 - 2025-06)
- Maintained CSAT, AHT, Quality, and Adherence targets.
- Handled customer queries and provided SOP-based resolutions.
Customer Support Executive - Airvincible - Indore, Madhya Pradesh
(2024-11 - 2025-04)
- Resolved customer concerns with effective communication and timely resolution.
- Followed SOPs and process guidelines while maintaining key performance metrics.
Education
Bachelor’s of Science - Computer Science - Govt.Autonomous Holkar Science College,DAVV (2023-05)
Higher Secondary XII Grade - Science (PCM) - Jawahar Navodaya Vidhyalaya,CBSE (2020-03)
