Abhishek Kumar Singh

• Key Experience & Responsibilities
  Large-Scale Team Leadership: Direct a multi-tiered organization of 220+ members within a digital healthcare environment, providing strategic oversight to 2 Assistant Managers and 8 Team Leaders.
  Sales & Verification Oversight: Own end-to-end accountability for sales conversion and verification accuracy, ensuring all customer interactions meet healthcare compliance standards and quality benchmarks.
  Workforce Optimization: Manage critical operational levers including attrition and shrinkage, implementing engagement initiatives that stabilize headcount and maximize productive hours.
  Strategic Staff Planning: Execute daily and weekly staffing models to align with fluctuating call volumes, ensuring 100% seat utilization and meeting day-to-day delivery targets.
  Performance & SLA Management: Consistently achieve delivery milestones by monitoring real-time performance metrics and driving the Quality team to maintain high service standards.
  Quality & Compliance: Partner with the 6-member Quality team to identify process gaps and implement corrective action plans (CAPAs), reducing errors in the verification cycle.
  Core Competencies
  Operations: Attrition & Shrinkage Management, Staff Planning, Daily Target Delivery, SLA Management.
  Leadership: High-span Team Management (200+), Hierarchy Mentorship (AMs/TLs), Performance Coaching.
  Domain: Healthcare Sales & Verification, BPO Operations Excellence, Regulatory Compliance.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Managed 120 staff in Quality and Operations.
• There are 6 team leaders and 3 quality assurance personnel who are directly reporting.

Results-driven BPO Operations Professional with extensive experience managing large-scale teams of 120 or more members. Proven expertise in directing multi-layered hierarchies, including team leaders and quality analysts, to consistently exceed KPI and KRA benchmarks. Adept at navigating complex client negotiations on delivery targets and service level agreements (SLAs), while maintaining operational excellence and high team engagement.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• 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.