IYAPPAN CHANDRASEKAR
Chennai
Summary
Experienced manager with a proven track record of effectively leading teams and achieving organizational goals. Skilled in team leadership, planning, and organization, honed throughout a successful career. Equipped with the ability to empower employees to independently handle daily functions and consistently meet customer needs. Recognized as a diligent trainer and mentor, known for exceptional management abilities and a results-driven approach.
Overview
22
22
years of professional experience
Work History
Assistant Manager
AGS Health India Pvt. Ltd.
12.2024 - 06.2025
- Staffing & Scheduling : Forecast staffing needs, create and adjust schedules to ensure coverage, and manage shift changes.
- Performance Monitoring : Track team performance using KPIs like service levels, productivity, and attendance, and provide reports to leadership.
- Resource Allocation : Assign the right people to the right tasks, manage overtime, and adjust staffing based on real-time data.
- Employee Management : Handle shift distribution, time-off requests, and foster employee engagement through training and morale- boosting efforts.
- Cost Control : Manage labor costs within budget, optimize processes to increase efficiency, and reduce unnecessary overtime.
- Technology & Tools : Use Workforce Management (WFM) software for scheduling, performance tracking, and reporting. Implement automation for efficiency.
- Compliance : Ensure adherence to labor laws, health, and safety regulations.
- Collaboration & Communication : Work with HR, Operations, and other teams to align workforce plans with business goals and communicate changes effectively.
- Continuous Improvement : Optimize scheduling, gather feedback, and adjust strategies to improve efficiency.
- Crisis Management : Plan for and handle unexpected events, such as demand surges or absenteeism, to maintain staffing levels.
Service Delivery Lead
Williams Lea India Pvt. Ltd.
12.2021 - 11.2024
- Team Management : Led a 100-member team, overseeing daily operations and ensuring adherence to SLAs.
- Operational Excellence : Streamlined processes to improve efficiency and remove unnecessary steps using Lean and Six Sigma strategies.
- Revenue & Performance Tracking : Generated revenue, tracked performance metrics, and handled client escalations.
- Stakeholder Collaboration : Held weekly review calls with stakeholders and worked with internal teams to guide operations.
- Strategic Planning : Aligned operational goals with the organization's overall objectives.
- Process Improvement : Optimized workflows to enhance efficiency, productivity, and quality.
- Resource Management : Managed manpower, equipment, and materials within budget.
- Quality Assurance : Ensured services met quality standards through monitoring and controls.
- Risk Management : Identified and mitigated risks with contingency planning and compliance measures.
- Team Leadership : Motivated teams and maintained a positive work environment.
- Performance Monitoring : Tracked metrics, identified improvements, and reported results.
- Continuous Improvement : Implemented strategies to reduce costs and improve customer satisfaction.
- Communication & Coordination : Facilitated collaboration between departments to resolve operational issues.
Team Leader
Cosmic Global Pvt. Ltd.
08.2019 - 11.2021
- Company Overview: International Translation Process
- Managing the Operations Team: Oversight of a 150-member operations team to meet client Service Level Agreements (SLAs)
- Day-to-Day Team Management: Accountability for the team's daily operations and task execution
- Task Delegation and Deadline Management: Assigning tasks to team members and ensuring timely completion to meet deadlines
- Interdepartmental Communication: Facilitating communication between teams and departments to maintain alignment and collaboration
- Reporting and Progress Updates: Providing regular updates to the manager regarding the team's progress and performance
- International Translation Process
Team Leader
Arcis E-Services Pvt. Ltd.
01.2018 - 01.2019
- Company Overview: Call Center of Sales and Retention of Insurance
- Leadership and Team Management: Accountable for leading and managing a team of employees
- Goal Setting and Achievement: Establishing goals and objectives for the team, ensuring their accomplishment
- Conducting Team Meetings and Providing Feedback: Holding regular team meetings and delivering constructive feedback to team members
- Interdepartmental Communication: Engaging with other departments to facilitate the smooth operation of the team
- Planning and Executing Team building Activities: Developing and implementing activities to foster team cohesion and morale
- Performance Evaluation and Feedback: Assessing team members' performance and providing timely feedback for improvement
- Conflict Resolution and Issue Handling: Addressing team conflicts and resolving issues in a timely and effective manner
- Call Center of Sales and Retention of Insurance
Team Leader
Adithya Machines & Equipments
01.2017 - 01.2018
- Company Overview: Product Sales Call Center
- Leadership and Team Management: Accountable for leading and managing a team of employees
- Goal Setting and Achievement: Establishing goals and objectives for the team, ensuring their accomplishment
- Conducting Team Meetings and Providing Feedback: Holding regular team meetings and delivering constructive feedback to team members
- Interdepartmental Communication: Engaging with other departments to facilitate the smooth operation of the team
- Planning and Executing Team building Activities: Developing and implementing activities to foster team cohesion and morale
- Performance Evaluation and Feedback: Assessing team members' performance and providing timely feedback for improvement
- Conflict Resolution and Issue Handling: Addressing team conflicts and resolving issues in a timely and effective manner
- Product Sales Call Center
Project Coordinator
RR Donnelley Outsourcing India Pvt. Ltd.
03.2003 - 01.2017
- Company Overview: Creative Services for Consulting stakeholder of Investment Banking
- Effective Communication Skills: Possess excellent communication skills to proficiently convey information to both the team and clients, while also actively listening and understanding their needs
- Adaptability to Business Changes: Capable of adapting to fluctuations in the business environment and adjusting strategies accordingly
- Proficient Problem-Solving Abilities: Skilled problem-solvers adept at identifying issues and swiftly developing efficient solutions
- Decisiveness and Confidence: Capable of making quick and confident decisions, even in situations with incomplete or ambiguous information
- Strong Technical Acumen: Those with a robust understanding of the technical aspects of business are often better equipped to make well-informed decisions
- Creative Services for Consulting stakeholder of Investment Banking
Education
Lean Operation Management and Six Sigma -
Indian Institute of Management Rohtak
01.2023
B.COM -
University of Madras
01.2017
Skills
- Operations management
- Client Management
- Team Management
- People Management
- SLA Management
- Volume Trend Analysis
- Resource Management
- Roster Preparation
- Shrinkage and Occupancy Management
- Escalation Management
- Process Analysis and Optimization
- Process Automation
- Business Presentation Preparation
- MIS Reporting
- Excel VBA
- Word Processing pitch book
- Budget Management
- Gross Margin Management
- Monthly Forecast Management
- Performance monitoring
- Workforce management
- Quality assurance
- Data analysis
- Team building
- Decision-making
- Team collaboration
Projects
Process Improvement and Automation Achievement, Implemented a solution that automated client timezone calculations and streamlined communication, reducing project review turnaround time from 30 minutes to 12 minutes., Q3 2022 Development Award India Real-Time SLA Monitoring Automation, Implemented a real-time reporting solution using Power Automate to enhance SLA adherence and operational efficiency.
Languages
Tamil
First Language
English
Advanced
C1
Malayalam
Beginner
A1
Telugu
Beginner
A1
Timeline
Assistant Manager
AGS Health India Pvt. Ltd.
12.2024 - 06.2025
Service Delivery Lead
Williams Lea India Pvt. Ltd.
12.2021 - 11.2024
Team Leader
Cosmic Global Pvt. Ltd.
08.2019 - 11.2021
Team Leader
Arcis E-Services Pvt. Ltd.
01.2018 - 01.2019
Team Leader
Adithya Machines & Equipments
01.2017 - 01.2018
Project Coordinator
RR Donnelley Outsourcing India Pvt. Ltd.
03.2003 - 01.2017
Lean Operation Management and Six Sigma -
Indian Institute of Management Rohtak
B.COM -
University of Madras
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