Hamzaali Vohra
Operations, Team Lead
Hyderabad,Telangana
Summary
Goal-driven Operations Team Leader with an adaptable and insightful approach to addressing various business issues. Proven ability to motivate employees to meet challenging demands. Eager to undertake a new and challenging role, utilizing 8 years of experience to support organizational objectives.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Strategist
Teleperformance
Hyderabad
02.2025 - Current
- Proactively managed multiple projects across diverse worker pools, implementing dynamic workflows to ensure consistent, successful output.
- Contributed significantly to team growth, scaling human capital from 5 to 30.
- Managed dynamic datasets, including precise formatting and uploading into testing tools, while maintaining high accuracy and data integrity.
- Provided comprehensive end-to-end updates on bug statuses to requesters and collaborators, ensuring clear and timely communication.
- Actively participated in cross-functional team reviews of submitted issues, facilitating collaborative problem-solving and thorough resolution.
- Demonstrated adaptability to evolving project requirements, managed complex data flows, and maintained effective communication across multiple teams to drive project success.
Operations Team Leader
Teleperformance
Hyderabad
06.2022 - Current
- Analyzed key performance indicators to identify effective strategies and opportunities for process optimization through automation and technology implementations.
- Organized client meetings to provide comprehensive project updates.
- Monitored and adjusted daily production schedules, identifying areas of deficiency and conducting root-cause analysis to resolve issues.
- Built strong operational teams to fulfill process and production demands.
- Regularly monitored performance metrics to identify areas for improvement and implemented strategies to capitalize on new opportunities.
- Maintained positive working relationships with staff and management.
- Proactively prepared analyses across project requirements.
- Calculated ETA, AHT, Shrinkage, RCA, Attrition, and C-SAT scores.
- Trained, coached and managed 30+ person team of analyst
Operations Team Leader
Concentrix
Vadoadara
11.2018 - 02.2022
- Led a team of 12-15 members, providing training and support for ongoing projects.
- Created and reviewed daily process reports, prioritizing tasks and assigning work to the team.
- Identified key challenges and developed solutions for assigned tasks on a daily basis.
- Collaborated with others to discuss new opportunities and planned and executed group projects.
- Provided guidance to employees in handling complex problems and resolving escalated complaints or disputes.
Subject Matter Expert
Concentrix
Vadodara
06.2016 - 11.2018
- Uphold quality control policies and procedures to enhance customer satisfaction.
- Conducted periodic quality assurance checks on customer support tickets to ensure resolution accuracy.
- Resolved complex customer issues using problem-solving techniques and product knowledge.
- Analyzed customer feedback data to identify trends in satisfaction levels.
- Mentored new employees on procedures and policies to maximize team performance.
- Mentored junior team members, contributing to their professional growth and development.
Education
Bachelor of Computer Applications - Computer Applications
Dharamsinh Desai University
Nadiad 01.2013 - 06.2016
Skills
Cross-functional Team Leadership
Agile Methodologies
Analytical Skills
Machine Learning
Data analytics
Time management
KPI tracking
Project management
Accomplishments
- Currently handling a Multilingual Experts team across India, including languages such as Hindi, Marathi, Tamil, Telugu, Bengali, and English.
- Developing dashboards, weekly business reports, and monthly business reports.
- Collaborating with Mega-tech to build and train AI and Machine Learning models.
Additional Information
- Spearheaded the development and implementation of a comprehensive Looker Studio dashboard for quality reporting, providing a holistic view of performance across quartile, workflow, and project dimensions. This single-handed initiative was highly praised by management and is now leveraged by a wide range of stakeholders to monitor and improve quality.
- Authored and maintained critical project documentation , including detailed onboarding guides, instructional manuals, observation logs, and various supporting documents. These resources significantly enhanced project status visibility and streamlined operations. Additionally, I was responsible for the consistent preparation of weekly, monthly, quarterly, and yearly business review (WBR, MBR, QBR, YBR) reports, offering key insights to leadership.
Timeline
Strategist
Teleperformance
02.2025 - Current
Operations Team Leader
Teleperformance
06.2022 - Current
Operations Team Leader
Concentrix
11.2018 - 02.2022
Subject Matter Expert
Concentrix
06.2016 - 11.2018
Bachelor of Computer Applications - Computer Applications
Dharamsinh Desai University
01.2013 - 06.2016