Team Leader - Operations at Bill Gosling (2025-10 – 2026-06)
Led a high-performing team of Customer Support Associates, driving operational excellence and alignment with service benchmarks.
- Drove key performance indicators (KPIs), successfully managing and optimizing AHT, CSAT, schedule adherence, shrinkage, attrition, and quality assurance.
- Conducted daily floor huddles to systematically communicate process updates, performance goals, and client expectations.
- Provided structured coaching and actionable feedback through regular one-on-one sessions to enhance individual agent productivity.
- Monitored real-time attendance, adherence protocols, and floor productivity metrics to ensure maximum resource utilization.
- Intervened in and successfully resolved complex customer and client escalations, maintaining strong relationship standards.
- Prepared, analyzed, and delivered comprehensive daily, weekly, and monthly MIS performance reports for corporate stakeholders.
- Maintained exceptionally high team morale and minimized attrition through active employee engagement initiatives.
Assistant Manager - Operations at Teleperformance (2025-02 – 2025-05)
Directed end-to-end customer service operations for a premium U.S. logistics client, leading a multi-tier team of 180 associates and 8 Team Leaders while ensuring seamless service delivery and SLA compliance.
- Owned operational KRAs and KPIs, consistently achieving targets across SL%, AL%, AHT, CSAT, FCR, Quality, Productivity, Occupancy, Billing, Shrinkage, and Attrition.
- Improved Service Level (SL%) from 89% to 95%, exceeded CSAT target by 7%, reduced AHT by 90 seconds, maintained Shrinkage and Attrition below target, and reduced Transfer Rate from 20% to 11% through process optimization, coaching, and improved FCR.
- Led workforce planning, capacity management, and resource allocation to optimize staffing, maximize utilization, and ensure billing and SLA adherence.
- Managed client relationships through WBRs, MBRs, governance meetings, and stakeholder reviews, ensuring alignment with business objectives and contractual commitments.
- Partnered with WFM, Quality, Training, HR, and Recruitment to drive hiring, performance management, quality improvement, and operational readiness.
- Led continuous improvement initiatives through RCA, SOP optimization, and performance coaching, resulting in enhanced productivity, quality, customer experience, and operational efficiency.
- Managed client escalations, compliance, MIS reporting, and employee engagement initiatives while fostering a high-performance culture and supporting strategic business decisions.
Assistant Manager - Operations at Radical Minds Pvt. Ltd. (2023-12 – 2025-01)
Managed end-to-end operations for a prominent travel portfolio, leading 120 associates and 6 Team Leaders across inbound, callback (CMB), and backend campaigns.
- Owned operational KRAs and KPIs, driving a 13% improvement in Service Level (SL%), maintaining First Response Time (FRT) below target, reducing the abandoned rate to below 0.5%, and consistently achieving client SLAs.
- Minimized shrinkage and attrition through effective workforce planning, real-time management, and resource optimization, maximizing billing and operational productivity.
- Led workforce planning, capacity management, and real time operational decisions to balance demand, optimize staffing, and mitigate SLA risks.
- Built and maintained strong relationships with clients and cross functional stakeholders through regular governance calls, WBRs/MBRs, and performance reviews, ensuring alignment with business objectives.
- Collaborated with WFM, Quality, Training, HR, and Recruitment teams to improve operational readiness, employee performance, and service quality.
- Drove continuous improvement through RCA, SOP optimization, coaching, and mentoring, resulting in enhanced productivity, quality, and customer experience.
- Managed escalations, MIS reporting, compliance, and performance governance while delivering operational excellence and supporting strategic business growth.
Team Leader - Operations at iEnergizer Pvt. Ltd. (2022-05 – 2023-11)
Led a team of 70 Customer Service Associates and 3 Senior Associates, managing end-to-end operations for a premium B2B process supporting corporate clients across inbound voice and backend channels.
- Monitored and achieved key operational KPIs, including Service Level (SL%), CSAT, AHT, FCR, Quality, Productivity, Shrinkage, and Adherence, while ensuring compliance with client SLAs.
- Played a pivotal role in improving Service Level and CSAT through real-time floor management, performance coaching, process improvements, and effective escalation handling.
- Conducted regular team huddles, one-on-one coaching sessions, quality calibrations, and performance reviews to improve agent productivity and customer experience.
- Partnered with Workforce Management, Quality, Training, and Operations teams to ensure optimal staffing, schedule adherence, and operational readiness.
- Managed client and customer escalations, performed root cause analysis (RCA), and implemented corrective action plans to drive continuous improvement.
- Built and maintained strong relationships with internal and external stakeholders by providing regular performance updates, participating in governance meetings, and ensuring timely delivery of business objectives.
- Prepared MIS reports, analyzed performance trends, recognized top performers, and implemented action plans to improve team engagement, reduce attrition, and consistently exceed operational targets.
Assistant Team Leader - Operations at Cogent E-Services Pvt. Ltd. (2020-08 – 2022-05)
Managed real-time floor operations for high-volume e-commerce and quick-commerce processes, supporting a team of 40 associates and ensuring seamless service delivery.
- Monitored workforce KPIs, including Service Level (SL), First Response Time (FRT), Adherence, Shrinkage, Occupancy, and Productivity, consistently achieving client SLAs.
- Performed real-time queue management, schedule adherence monitoring, and intraday staffing adjustments to optimize operational efficiency and customer experience.
- Collaborated with Operations, Workforce Management (WFM), and Team Leaders to analyze performance trends, implement action plans, and improve overall process performance.
- Conducted team huddles, coaching sessions, and performance reviews to enhance agent productivity, quality, and customer satisfaction.
- Prepared MIS reports, managed roster planning and resource allocation, and ensured optimal staffing to meet fluctuating business volumes and operational targets.
