Ganapathi K
Chennai,TN
Summary
Dynamic Associate Manager at Sutherland Global Service with a proven track record in strategic planning for performance improvement and staff development. My core expertise lies in managing key performance indicators (KPIs) such as Net Promoter Score (NPS), attrition, and shrinkage, client relations, ensuring seamless communication and collaboration, preparing and presenting weekly business review (WBR) reports, showcasing KPI performance and outlining actionable items to enhance overall efficiency.
Overview
7
7
years of professional experience
Work History
Associate Manager
Sutherland Global Service
07.2022 - Current
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
- Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
- Mentored junior team members, contributing to their professional growth and skill development.
- Oversaw training and onboarding process for all newly hired employees within mother LOB and Flex support trainings as well.
- Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted performance evaluations and provided constructive feedback to employees.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Workforce Real Time Analyst
Sutherland Global Service
07.2021 - 07.2022
- Enhanced user experience by creating interactive dashboards tailored to end-user needs.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Prepared documentation for business analysts and updated client data.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Team Leader
Sutherland Global Service
07.2018 - 07.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Assisted in recruitment to build team of top performers.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
Education
Bachelor of Technology - ECE
Christ Institute of Technology
Puducherry, India06-2016
Skills
- MS Office
- Staff training & management
- Customer Service
- Strategic planning
- Team leadership
- Task delegation
Languages
Tamil
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Associate Manager
Sutherland Global Service
07.2022 - Current
Workforce Real Time Analyst
Sutherland Global Service
07.2021 - 07.2022
Team Leader
Sutherland Global Service
07.2018 - 07.2021
Bachelor of Technology - ECE
Christ Institute of Technology
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