Thamanampalli Sampath

Dynamic and results-driven ITES Operations Management professional with over 14 years of experience specializing in international voice and non-voice processes. Proven track record of managing large-scale global customer service workflows, driving client satisfaction (CSAT/NPS), and leading multi-channel delivery teams. Expert in operational strategy, international SLA compliance, quality assurance, and cross-functional leadership within fast-paced BPO/ITES environments.

Deputy Manager – Senior Group Leader (Operations) at Wipro (2025-02 – Present)

• Directed end-to-end operational strategies for high-volume international voice and non-voice programs, significantly minimizing shrinkage and maximizing resource utilization.
• Led critical upskilling initiatives across diverse lines of business (LOBs), ensuring front-line leaders and agents were expertly trained on new product launches, process updates, and strategic international client campaigns.
• Partnered directly with onshore client stakeholders and upper management to present operational health dashboards, ensuring seamless alignment with corporate delivery benchmarks and client objectives.

Team Leader (Operations) at Wipro (2016-11 – 2025-02)

• Managed a large-scale operations unit delivering high-quality voice and non-voice customer support to a global client base.
• Actively coached, mentored, and developed a team of agents; systematically identified performance gaps in key metrics (AHT, FCR, Quality) and successfully executed structured Performance Improvement Plans (PIPs).
• Maintained balanced floor dynamics and seamless multi-shift collaboration across 24/7 global support windows, proactively managing conflict and floor engagement.
• Ensured rigid adherence to tight project timelines and international SLAs by steering focus groups toward fast resolution and win-win customer agreements.
• Cultivated a high-performance floor culture by designing targeted performance incentives, leading to reduced attrition and consistent achievement of target metrics.

Team Leader (Operations) at AEGIS (2015-07 – 2016-10)

• Spearheaded a dedicated international customer care team, providing clear strategic vision to align daily deliverables with client SLA expectations.
• Ensured front-line agents possessed the critical technical infrastructure, product training, and process updates required to handle complex international customer interactions effectively.
• Conducted structured performance feedback loops, regular 1-on-1s, and interactive huddles to drive operational excellence and continuous improvement.

Quality Analyst at AEGIS (2014-07 – 2015-06)

• Audited daily international voice calls and non-voice transactions to ensure strict compliance with client-defined quality frameworks, global compliance standards, and professional etiquette.
• Provided highly structured, actionable calibration and coaching to Customer Service Representatives (CSRs) to rapidly reduce transaction error rates and optimize performance.
• Managed the internal knowledge base, ensuring core international contact center procedures, script guidelines, and product updates were updated in real time.
• Facilitated routine calibration sessions with internal quality teams and international client stakeholders to standardize evaluation metrics and maintain alignment.

Customer Care Executive (CCE) at AEGIS (2012-02 – 2014-06)

• Served as a premier front-line point of contact for complex international customer queries, handling high-priority escalations and specialized voice/non-voice requests with precision.
• Conducted deep-dive internal research and data compilation to resolve intricate customer concerns accurately and efficiently.
• Maintained strong, professional customer relationships while generating comprehensive operational reports detailing daily departmental activities for leadership review.

Bachelor of Commerce in B.Com – Nagarjuna University I.T.I. in Electronics – Sri Lalitha I.T.I. CollegeS.S.C. – State Board of Secondary Education, A.P.