DURBAKULA NAGA GOUTHAM
Bengaluru
Summary
Experienced and results-driven Team Manager with a proven track record of leading high-performing teams to achieve and exceed business objectives. Skilled in fostering a collaborative and supportive work environment, motivating team members to excel, and effectively delegating tasks to ensure project success. Exceptional communication and leadership skills, with a keen ability to problem-solve and make strategic decisions. Committed to driving continuous improvement and growth within the team while maintaining a strong focus on delivering exceptional results for the organization.
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
8
8
years of professional experience
Work History
Team Lead
Alorica India PVT LTD
Bengaluru
04.2020 - Current
- Conducting briefings before every shift to drive focus on key metrics and debriefing at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
- Preparing notes from the huddle meetings and sharing it with the team
- Interacting with the client and preparing notes to share updates and changes with the team
- Reviewing the performance on the key process metrics and conduct RCA to improve quality parameters
- Preparing presentations on weekly and monthly performance data for the manager to be shared with the client
- Be part of the discussion between the manager and WFM team on the forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Drive performance of the team on the identified metrics of the process
- Reviewing last 6-8 weeks performance data (RAG) and identify low performers
- Providing feedback and coaching the outliers/ low performers to improve their performance metrics
- Preparing a Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
- Handhold the employees on performance on process and monitor for improvements
- Identify training needs for new joiners especially and track their daily progress
- Conducting process training as well as refresher training are provided to bridge the capability gap or if there is any change from the client s end
- Participating in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
- Working with a quality team to ensure quality improvements as per the delivery standards of the contract
- Providing timely assistance in case of an escalation and supporting resolution of escalations/ issues
- Build an internal talent pool and ensure their career progression within the organization
- Manage team attrition
- Drive diversity in leadership positions
- Set goals for the team, conduct timely performance reviews, and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Track team satisfaction scores and identify initiatives to build engagement within the team.
Senior Executive
Wipro
Hyderabad
02.2018 - 11.2019
- Dealing with customer complaints and addressing concerns.
- Problem-solving skills enable them to solve issues quickly and successfully by analyzing the cause of the problem, generating possible solutions, and implementing a plan to resolve the problem.
Education
Bachelor's - B. Com (Computer Science)
Sri Venkateshwara Degree College
KadapaHigh school or equivalent - Commerce
Narayana Intermediate college
KadapaSkills
- Microsoft Excel
- People Management
- ServiceNow as a Ticketing tool
- Ticket Management
- IT Service Management (ITSM)
- Time Management
- Performance coaching
- Team management
- Process training
- Quality assurance
- Client interaction
- Customer relationship management
- Compliance adherence
- Conflict resolution
- Effective communication
- Problem solving
- Team engagement
- Coaching feedback
- Process improvement
- Performance improvement
- Performance monitoring
- Key performance indicators
- Stakeholder management
- Coaching and mentoring
- Mentoring
- Service level agreements
- SOP adherence
Languages
Telugu
First Language
English
Advanced
C1
Hindi
Intermediate
B1
Timeline
Team Lead
Alorica India PVT LTD
04.2020 - Current
Senior Executive
Wipro
02.2018 - 11.2019
Bachelor's - B. Com (Computer Science)
Sri Venkateshwara Degree College
High school or equivalent - Commerce
Narayana Intermediate college