Jaspreet Singh

• Led cross-functional teams to optimise service delivery performance, achieving key performance indicators.
• Built and maintained teams by providing motivation and encouraging collaboration to reach assigned goals.
• Mentored junior staff, fostering a culture of excellence within the service delivery team.
• Conducted regular performance evaluations, offering constructive feedback and setting clear objectives.
• Prepared detailed reports on service delivery outcomes, providing transparency to stakeholders.

Key Contributions:

• Leading a team of customer service associates to consistently deliver on SLA, quality, and productivity targets.
• Led structured coaching sessions, provided real-time feedback, and implemented performance improvement plans to elevate bottom quartile performers.
• Managing critical client and customer escalations, ensuring timely resolution and improved CSAT.
• Executed engagement and retention initiatives to sustain healthy attrition levels.
• Partnered with Quality, Training, and WFM teams to enhance process efficiency and compliance.
• Prepared and presented MIS dashboards and weekly business reviews to leadership.
• Monitoring attendance, shrinkage, and schedule adherence to maintain operational stability

Key Achievements & Responsibilities:

• Owned end-to-end manpower planning, shift management, leave governance, and shrinkage control for business continuity.
• Published daily productivity, defaulter, and performance reports to drive accountability and improve team output.
• Handled complex service and BD escalations from Legal notices, Consumer Forums, Call Center, and CEO desk.
• Performed deep-dive RCA on complaint trends, identifying pain areas and implementing corrective actions.
• Collaborated closely with Quality and Training teams to improve LOB performance and process adherence.
• Maintained critical MIS dashboards and presented insights to senior leadership for decision support.
• Coordinated with marketing and command center teams to streamline field and backend operations.
• Ensured timely delivery of all BPO operational KPIs and service commitments.

Strategic Project Leadership:

• iCare Project: Led end-to-end monitoring and process stabilization initiative, identifying service gaps and implementing controls that improved customer experience and reduced repeat escalations.
• Taxi Project: Spearheaded operational governance and cross-team coordination, helped in cost cutting by strengthening vendor/service alignment, and enhancing overall service reliability.

Key Achievements:

• Executed service delivery standards that enhanced customer experience and process compliance.
• Generated weekly and monthly business performance reports for leadership review.
• Monitored process health and drove continuous improvement initiatives.
• Conducted quality reviews and calibration sessions to maintain process excellence.
• Supported team onboarding, training coordination, and performance monitoring.
• Facilitated workforce and capacity planning activities.