Team Operations Manager
Tech Mahindra Business Services
11.2023 - Current
- Managing a team of 90-100 FTEs
- Roles and Responsibilities - People Management: Successfully onboarded and mentored new hires, providing training, ongoing support, and fostering professional development
- Performance Optimization: Implemented key performance indicators (KPIs) to drive team performance, monitored metrics, and conducted regular evaluations and performance reviews
- Quality Assurance: Conducted call monitoring, provided feedback, and implemented corrective actions to ensure adherence to quality standards
- Coaching and Training: Delivered engaging floor briefings to update the team on process changes, address issues, and provide continuous coaching for skill enhancement
- Performance and Behavior Management: Proactively managed performance through quartile management, identified and addressed outlier behaviors, and provided guidance for improvement
- Attrition Management: Cultivated a positive team culture, built strong connections, and implemented retention strategies to reduce attrition rates
- Query Resolution: Efficiently resolved customer queries, provided prompt assistance to team members, and escalated complex issues for swift resolution
- Revenue Generation: Proactively drove revenue through cross-selling, upselling, and promoting additional services and products
- Efficiency Enhancement: Effectively managed shrinkage, optimized productive hours, and minimized wastages to maximize operational efficiency
- Compliance and Audits: Ensured compliance with internal and external policies, conducted regular CDS audits to safeguard customer data and privacy
- Proficient in managing standard support metrics such as Initial Response (IR), SLA, SLO, CSAT, and NPS
- Managed SL's effectively to ensure all intervals are met through out the shift
- Developed and implemented a comprehensive First Contact Resolution (FCR) plan aimed at improving efficiency and customer satisfaction
- Collaborated with cross-functional teams to design and implement FCR strategies, including training programs, knowledge base enhancements, and workflow optimizations
- Developed comprehensive on-call schedules, escalation procedures, and communication protocols to streamline the resolution process
- Leading a team of back-office staff, providing training, coaching, and performance feedback to ensure high-quality work output and adherence to SLAs, accuracy and efficiency
