BIBHUDENDU BEHERA

Leadership & Team Management

• Managed 100+ team members across chat, email, and voice support, ensuring SLA/KPI adherence.
• Supervised mentors and QA specialists, providing coaching, feedback, and quality oversight.
• Oversaw day-to-day operations, including staff scheduling, workload distribution, and resource allocation.
• Acted as liaison between frontline staff and upper management, ensuring alignment with company goals.
• Supported hiring efforts by participating in interviews, evaluating candidates, and onboarding new hires.
• Led employee discussions, performance evaluations, and improvement plans, maintaining morale and reducing attrition.
• Resolved conflicts diplomatically, fostering a professional and motivated work environment.

Training, Coaching & Mentorship

• Conducted new hire training and OJT management, ensuring smooth transition from training to production.
• Delivered floor assistance and quality audits, driving SLA/KPI compliance.
• Provided ongoing coaching and mentoring to junior staff, improving CSAT and QA scores.
• Assisted in the development of training materials and onboarding processes, reducing ramp-up time.
• Implemented incentive programs to boost performance, CSAT, and employee engagement.

Operations & Process Excellence

• Conducted weekly business review (WBR) calls with clients, presenting insights and improvement plans.
• Collaborated with Workforce Management (WFM) on rosters, leave approvals, and staffing forecasts.
• Monitored key metrics including CSAT, QA scores, FRT, attrition, shrinkage, and productivity.
• Spearheaded process improvements, streamlining workflows to reduce inefficiencies and improve outcomes.
• Produced reports and analysis using Microsoft Excel, Power BI, PowerPoint, and CRM tools for senior management.
• Created and managed staff schedules and shift planning, ensuring coverage and SLA compliance.

Client & Cross-Functional Collaboration

• Represented IntouchCX in client meetings and WBR sessions, building strong relationships with partners.
• Partnered with HR & IT to resolve operational challenges and escalations.
• Collaborated with cross-functional teams to successfully execute projects on time and within budget.
• Maintained open communication with stakeholders, ensuring transparency and quick resolution of issues.

Early Career & Frontline Achievements

• Delivered exceptional chat and email support for Supercell, WB, and Playdemic, consistently exceeding quality and productivity benchmarks.
• Handled escalations and complex cases with strong product knowledge and proactive problem-solving.
• Earned recognition for high CSAT, reliability, and setting performance standards for new team members.

• Assisted customers via live chat with a wide range of services, including online purchases, mobile recharge, travel bookings, food and grocery orders, shopping assistance, and bill payments.
• Delivered personalized recommendations on products, deals, and services to enhance customer convenience.
• Accurately documented all customer interactions in the internal system for tracking and follow-ups.
• Educated customers on new offerings, features, and updates to maximize app usage and engagement.
• Recognized for quick resolution and efficiency in handling diverse queries, ensuring high customer satisfaction.