Results-driven Operations Team Lead with 12+ years of experience overseeing cross-functional teams, optimizing workflows, and driving operational efficiency across fast-paced environments. Skilled in process improvement, resource management, and team development with a strong focus on achieving KPIs and enhancing productivity. Proven ability to lead teams through change, streamline operations, and implement scalable systems that support business growth. Adept at using data-driven insights to inform strategic decisions and maintain high standards of quality and performance.
Hi, I’m
Savita Chowdhury
Team Lead – Operations
Visakhapatnam,Andhra Pradesh
Summary
Overview
12
years of professional experience
4
years of post-secondary education
Work History
CimpressAhmedabad
Team Leader
09.2024 - 05.2025
Job overview
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
ACCENTURE SOLUTIONSBangalore
TEAM LEAD OPERATIONS
12.2021 - 09.2024
Job overview
- Conduct daily team meetings to align on goals, updates, and challenges.
- Lead performance huddles to review progress and highlight achievements or concerns.
- Schedule individual connects regularly to provide personalized feedback, guidance, and support.
- Ensure all team deliverables are met within defined timelines while maintaining quality standards.
- Monitor and manage individual and team performance using defined KPIs and SLAs.
- Implement strategies to reduce shrinkage and attrition, including engagement initiatives and retention plans.
- Conduct weekly and monthly performance reviews to track progress, identify gaps, and implement corrective actions.
- Prepare and share regular updates with leadership on team performance, quality, and operational metrics.
- Provide coaching to new hires and existing team members, focusing on skill development, role clarity, and process adherence.
- Identify high-potential individuals and groom tenured associates for upskill and leadership roles
PROKARMA SOFTECHVisakhapatnam
TEAM LEAD OPERATIONS
05.2021 - 12.2021
Job overview
- Maintain and manage daily reports for both client engagement and internal stakeholders.
- Act as a primary liaison between the team and internal/external stakeholders to ensure smooth communication and task execution.
- Ensure all team deliverables are completed within defined timelines while maintaining quality and accuracy.
- Oversee Client Utility account management, including tracking invoices and payments to ensure timely processing.
- Ensure accountability for all client-raised requirements, assigning responsibilities to appropriate team members.
- Monitor progress to ensure timely resolution and delivery.
- Conduct headcount planning based on workload and forecasted volume.
- Manage team outages and shift adjustments to ensure consistent productivity and service levels.
- Train and onboard new hires and provide continuous development support to existing team members.
- Conduct regular audits, evaluations, and periodic performance reviews to ensure quality and compliance.
- Serve as the escalation point for resolving team queries, client complaints, and operational issues efficiently and professionally.
TELETEXT INDIA LTD Visakhapatnam
Operations Team Lead
08.2019 - 04.2021
Job overview
- Mentor and coach On-the-Job Training (OJT) batches to ensure a smooth transition into production.
- Provide targeted guidance to help new and existing team members meet performance expectations.
- Analyze overall team performance metrics and drive the team to achieve business goals and floor targets.
- Conduct feedback sessions, especially for average performers, to enable continuous improvement and development.
- Organize regular team connect sessions to foster open communication and maintain high levels of team motivation.
- Promote a positive and productive work culture through recognition and encouragement initiatives.
- Manage team attrition by identifying risk factors and implementing retention strategies.
- Maintain and monitor outage reports to ensure business continuity and plan effective staffing.
- Develop and implement employee retention plans, ensuring skilled talent is retained and team stability is maintained.
- Work on ad hoc projects assigned by the business, ensuring timely and accurate completion as per requirements.
- Coordinate across departments to gather data, analyze trends, and deliver project outcomes effectively.
- Prepare and maintain Management Information System (MIS) reports to support business reviews and decision-making.
- Deliver accurate and location-specific performance reports for operational visibility.
CONCENTRIX DakshVisakhapatnam
PROCESS TRAINER & QUALITY ANALYST
05.2013 - 02.2019
Job overview
- Conduct product and process training for New Hire Training (NHT) batches, ensuring effective onboarding and knowledge retention.
- Leverage prior experience in sales training, preferably in BPO or travel domain, to enhance training relevance and impact.
- Plan and execute training calendars, coordinating with operations and clients for session schedules and feedback loops.
- Monitor calls handled by newly hired trainees during their On-the-Job Training (OJT) phase.
- Conduct random audits on the floor to evaluate process adherence and call handling procedure.
- Provide constructive feedback to trainees based on call evaluations and performance metrics.
- Monitor live floor associates (post-training) and analyze contacts (calls, chats, emails) to identify areas of improvement.
- Partner closely with Operations and Quality teams to design and implement action plans for performance enhancement.
- Drive training conversion targets, ensuring maximum retention and performance readiness.
- Manage and mitigate attrition during the training phase through engagement and support strategies.
- Conduct regular refresher trainings based on audit findings, process changes, and team requirements.
- Maintain consistent alignment with operations through audits, observations, and performance reviews.
- Maintain accurate training data, reports, and trackers in line with training process standards.
- Schedule and manage private feedback sessions for associates, ensuring timely follow-ups and documented progress.
Education
Gowri Degree CollegeKancharapalem, Visakhapatnam
Bachelor of Science from Computer Science
04.2011 - 03.2013
University Overview
Narayana Junior CollegeVisakhapatnam
MPC from Maths, Physics & Chemistry
03.2009 - 04.2011
University Overview
Skills
Team supervision
Timeline
Team Leader
Cimpress
09.2024 - 05.2025
TEAM LEAD OPERATIONS
ACCENTURE SOLUTIONS
12.2021 - 09.2024
TEAM LEAD OPERATIONS
PROKARMA SOFTECH
05.2021 - 12.2021
Operations Team Lead
TELETEXT INDIA LTD
08.2019 - 04.2021
PROCESS TRAINER & QUALITY ANALYST
CONCENTRIX Daksh
05.2013 - 02.2019
Gowri Degree College
Bachelor of Science from Computer Science
04.2011 - 03.2013
Narayana Junior College
MPC from Maths, Physics & Chemistry
03.2009 - 04.2011
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