Joseph John
Senior Manager – Operations
Gurugram
Summary
Senior Operations Leader with 18+ years of experience in BPO and large-scale service delivery environments. Currently leading 500+ FTE site operations with multi-layer leadership through Operations Managers and frontline leaders. Strong expertise in KPI governance, CSAT improvement, attrition reduction, client management, and process excellence. Recognized with multiple business awards and client accolades for delivery performance and operational stability.
Overview
19
19
years of professional experience
Work History
Senior Manager – Operations
Accenture Solutions Pvt. Ltd.
07.2014 - Current
- Progressed internally from Agent → Team Leader → Operations Manager → Senior Manager
- Lead end-to-end site operations for a 500+ FTE portfolio reporting to Director – Operations
- Directly manage 6 Operations Managers and multi-layer leadership structure
- Own SLA, CSAT, Quality, Productivity, Attrition, and Shrinkage performance
- Drive WBR/MBR governance and client performance reviews
- Lead leadership development and succession planning programs
- Senior escalation owner for delivery risks within business scope
- Improved CSAT from 80% to 88% in last 2 years
- Reduced annual attrition from 33% to 28%
- Multiple Star of the Business Awards and client accolades
Senior Client Technical Support Associate
Dell International Services
03.2009 - 07.2014
- Delivered technical support for Dell consumer hardware (US market)
- Mentored nesting agents and new hires
- Member of Dispatch Review Team improving dispatch accuracy
- Conducted floor training on process compliance
Customer Service Executive
Bertelsmann Marketing Services India Pvt. Ltd.
08.2007 - 03.2009
- Supported Microsoft activation and licensing customers globally
- Handled PA, VLK and TSLM licensing programs
- Supported nesting batches with training and issue resolution
Education
B.A. - undefined
Delhi University
12th - undefined
CBSE
10th - undefined
ICSE
Skills
Site & Business Unit Leadership
Service Delivery Management
Contact Center Operations
500 FTE Team Leadership
Client Governance
KPI & SLA Management
CSAT Improvement
Attrition Reduction
Manager Coaching
Process Excellence
RCA
FMEA
Control Charts
3x3
Ramp & Nesting Governance
Timeline
Senior Manager – Operations
Accenture Solutions Pvt. Ltd.
07.2014 - Current
Senior Client Technical Support Associate
Dell International Services
03.2009 - 07.2014
Customer Service Executive
Bertelsmann Marketing Services India Pvt. Ltd.
08.2007 - 03.2009
B.A. - undefined
Delhi University
12th - undefined
CBSE
10th - undefined
ICSE