Brijesh Chandrakant Mota

Professional Responsibilities

• Operational Performance Reviews
  Led weekly performance reviews with site heads to assess operational hygiene, track KPIs, and drive continuous improvement across locations.
• Client Coordination & Dispute Management
  Served as the primary point of contact for billing-related interactions, facilitating issue resolution and ensuring seamless communication between internal teams and client stakeholders.
• Business Performance Reporting
  Designed and published analytical dashboards capturing business KPIs, IT performance, and operational hygiene, enabling data-driven decision-making and identification of process gaps.
• Contract Governance & Compliance
  Reviewed and validated billing clauses in Master Service Agreements (MSAs) and Letters of Intent (LOIs) prior to client onboarding, ensuring adherence to organizational compliance standards and financial policies.
• End-to-End Billing & Invoicing Operations
  Managed timely preparation, validation, and submission of monthly billing files in alignment with MSA-defined timelines. Ensured invoice accuracy and completeness in accordance with contractual obligations.
• Provisional Billing Oversight
  Generated and shared monthly provisional billing data based on forecasted volumes and business requirements to support client-side budgeting and validation processes.
• Invoice Lifecycle & Documentation Control
  Maintained comprehensive invoice trackers for audit readiness and business reviews. Collaborated with finance teams to generate accurate GST-compliant e-invoices post client approvals, ensuring accurate dispatch via email or vendor portals.
• Receivables & Collections Management
  Monitored accounts receivable to ensure timely payment collections per contractual TAT. Initiated systematic follow-ups and escalations for overdue invoices to expedite resolution.
• Commercials & Quotation Management
  Prepared tailored pricing proposals and quotations for new business opportunities in response to RFPs, ensuring financial viability and alignment with strategic goals.
• Workforce Planning & Billing Optimization
  Published batch planner reports to optimize workforce utilization and align resource deployment with approved billing headcount.
• Audit & Process Control
  Conducted periodic business ratifications and compliance audits to ensure accurate billing, contractual adherence, and to mitigate revenue leakage.
• Budget & Contract Administration
  Oversaw budget implementation, employee evaluations, and contract-specific deliverables, ensuring consistent execution across multiple operational verticals.

Operational & Team Management Responsibilities

• SLA & Deliverables Compliance
  Ensured consistent adherence to Service Level Agreements (SLAs) and timely delivery of all contractual obligations across operational functions.
• Performance Monitoring & Team Reviews
  Led regular team meetings and performance review sessions to evaluate individual and team metrics, drive accountability, and align efforts with business goals.
• Client Engagement & Process Optimization
  Collaborated with clients to share actionable insights and recommendations for process improvements by identifying operational gaps and inefficiencies.
• Revenue Assurance (FTE Billing)
  Tracked and ensured full realization of Full-Time Equivalent (FTE) billings on a monthly basis in alignment with approved headcount and business commitments.
• Workplace Culture & Floor Management
  Promoted a positive and productive work environment by maintaining floor discipline, fostering team morale, and ensuring adherence to workplace conduct protocols.
• People Management & Development
  Oversaw day-to-day team operations, facilitated conflict resolution, and supported employee growth through coaching and engagement initiatives.
• Reporting & Communication Collaterals
  Prepared and delivered structured business communication assets including newsletters, Weekly Business Reviews (WBR), and Monthly Business Reviews (MBR) using impactful PowerPoint presentations for internal and client-facing meetings.

Operations & Quality Management Responsibilities

• Quality Audits & Feedback
  Conducted 10 audits daily and provided real-time feedback to drive continuous performance improvement and adherence to quality standards.
• Tech Support & Issue Resolution (SPOC)
  Acted as the Single Point of Contact (SPOC) for the technical support group; identified real-time operational issues, validated them, and escalated appropriately for timely resolution.
• Agent Development & Engagement
  Facilitated bi-monthly one-on-one coaching sessions for each agent to address performance gaps, provide personalized support, and boost overall engagement.
• Workforce & Roster Management
  Managed end-to-end production floor rostering, ensuring optimal shift coverage and operational efficiency.
• Escalation Handling
  Managed high-priority escalation calls with professionalism and urgency, ensuring customer satisfaction and issue closure within defined SLAs.
• Team Building & Morale Initiatives
  Organized team outings and engagement activities to promote a collaborative and positive work culture.
• Queue & Break Management
  Monitored live queues and managed agent breaks in real time to ensure continuous SLA compliance and service availability.
• Operational KPIs Management
  Maintained critical performance metrics including:
  Average Handling Time (AHT)
  Shrinkage and Attrition Control
  Schedule Adherence
  First Call Resolution (FCR)
  Quality Score Compliance
• Floor Management & Support
  Provided on-ground operational support through proactive floor walking and real-time assistance to agents, resolving process or customer-related queries instantly.

Operations & Quality Oversight

• Conducted 15 quality audits daily, providing real-time feedback to agents for continuous performance improvement and compliance with service standards.
• Facilitated monthly one-on-one coaching sessions with each agent to support development, address performance gaps, and boost engagement.
• Managed roster planning and shift scheduling across the entire production floor, ensuring optimal resource allocation and business continuity.
• Handled escalation calls effectively, resolving high-priority issues to maintain client satisfaction and service recovery.
• Organized team outings and engagement activities to foster strong interpersonal relationships and enhance team morale.
• Performed queue monitoring and break management in real-time to maintain service levels and avoid SLA breaches.
• Tracked and maintained critical operational metrics, including:
  Average Handling Time (AHT)
  Shrinkage and Attrition Control
  Schedule Adherence
  First Call Resolution (FCR)
  Quality Scores
• Provided active floor support and real-time issue resolution through consistent floor walking, ensuring operational stability and on-the-spot guidance.

Team Management & Operational Excellence

• Conducted 15 quality audits daily, delivering real-time feedback to enhance agent performance and ensure compliance with quality standards.
• Led monthly one-on-one coaching sessions with each agent to drive individual development and performance improvement.
• Effectively managed customer escalations, ensuring swift resolution and high client satisfaction.
• Organized team outings and engagement initiatives to strengthen team cohesion and morale.
• Oversaw queue monitoring and break management to ensure consistent SLA adherence and workforce efficiency.
• Maintained key operational KPIs, including:
  Average Handling Time (AHT)
  Shrinkage & Attrition Control
  Schedule Adherence
  First Call Resolution (FCR)
  Quality Score Compliance
• Provided on-floor support through proactive floor walking, assisting agents in real time and ensuring smooth day-to-day operations.

Process Execution & Team Support

• Managed and resolved all assigned cases within defined Service Level Agreements (SLAs), ensuring timely and accurate task completion.
• Handled escalation cases with efficiency and professionalism, maintaining client satisfaction and operational integrity.
• Consistently achieved and maintained high productivity and quality scores, contributing to overall team performance.
• Provided process improvement feedback, supporting continuous enhancement of workflows and operational efficiency.
• Promoted to Associate Team Lead (ATL) in recognition of performance and leadership capabilities.
• Acted as the Team Leader’s backup, coordinating with managers and overseeing team operations during their absence.
• Conducted Side-by-Side (SBS) coaching for new hires and On-the-Job Training (OJT) batches, while providing floor assistance to ensure smooth transition and adherence to process guidelines.