Jugal Saha
Team Leader
Kolkata,WB
Summary
Dynamic and results-driven Team Leader with over 8 years of proven experience in leading high-performing teams across customer service, operations, and client management. Recognized for fostering a collaborative work environment, mentoring team members, and consistently exceeding KPIs including CSAT, SLA, and quality metrics. Adept at managing escalations, implementing process improvements, and driving team engagement to deliver exceptional service outcomes. Strong communicator with a strategic mindset, passionate about team development, customer satisfaction, and achieving operational excellence.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader
Teleperformance Global Services Private Limited
09.2022 - 06.2025
- Company Overview: Teleperformance is a global digital business services company that provides outsourced customer experience management and other high-value specialized services. They are a leading provider of omnichannel customer experience, offering services like customer care, technical support, consulting, and analytics. Operates globally, with a large presence in India, and leverages technology and human expertise to help companies optimize their performance and enhance customer interactions.
- Lead, coach, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Monitor and analyze team performance using KPIs and KRAs such as CSAT, AHT, FCR, quality scores and Shrinkage/attrition, driving continuous improvement through action plans.
- Handle escalations and complex customer issues, ensuring timely resolution and high satisfaction.
- Conduct regular team huddles, one-on-ones, and feedback sessions to align goals, address challenges, and nurture talent development.
- Implement process improvements by identifying operational bottlenecks and collaborating with quality and training teams.
- Ensure compliance with company policies and SLAs, maintaining consistent service standards across shifts.
- Manage staffing, attendance, and scheduling, ensuring optimal coverage and performance during peak and off-peak hours.
- Support new hire onboarding and training, accelerating ramp-up time and ensuring team readiness.
- Teleperformance is a global digital business services company that provides outsourced customer experience management and other high-value specialized services. They are a leading provider of omnichannel customer experience, offering services like customer care, technical support, consulting, and analytics. Operates globally, with a large presence in India, and leverages technology and human expertise to help companies optimize their performance and enhance customer interactions.
Team Leader
Fusion BPO Services PVT. LTD
07.2021 - 01.2022
- Company Overview: Fusion formerly handling BPO Services, and customer experience solutions offers a wide range of Business Process Outsourcing (BPO) services supported by a robust infrastructure and a well-defined global delivery model.
- Managed customer support operations as a Team Leader for client OYO (Sales) and TVS Insurance.
- Facilitated a high standard of customer service handling customer service and escalation management for OYO Hotels (Hospitality) and a leading Insurance client (Health/Life/General), ensuring SLA and quality compliance.
- Led and motivated a team of 12-18 associates, delivering consistent performance in both voice and non-voice support channels.
- Resolved complex booking issues, refund disputes, and policy queries, ensuring timely and empathetic solutions aligned with client expectations.
- Monitored key performance indicators (KPIs) such as CSAT, AHT, adherence, and call quality, driving continuous improvement across both domains.
- Conducted process-specific training sessions, keeping the team updated on new OYO campaigns, insurance products, and compliance regulations.
- Fusion formerly handling BPO Services, and customer experience solutions offers a wide range of Business Process Outsourcing (BPO) services supported by a robust infrastructure and a well-defined global delivery model.
Customer Service Associate, SME
Tech Mahindra Limited
08.2017 - 06.2021
- Company Overview: Tech Mahindra is a global information technology (IT) and business process outsourcing (BPO) company. It's known for providing consulting, digital transformation, and technology solutions to businesses across various industries worldwide. Headquartered in India, Tech Mahindra operates in over 90 countries and is part of the Mahindra Group, a large multinational conglomerate.
- Handled inbound and outbound customer interactions professionally, resolving queries related to orders, services, or billing across multiple channels (voice, chat, and email).
- Maintained high standards of customer satisfaction (CSAT) by providing timely, accurate, and empathetic responses.
- Achieved performance targets in AHT, FCR, and Quality Scores, contributing to the team's overall service excellence.
- Followed company policies and process workflows, ensuring compliance and data protection standards.
- Provided feedback to leadership on recurring issues or customer pain points to support process improvements.
- Tech Mahindra is a global information technology (IT) and business process outsourcing (BPO) company. It's known for providing consulting, digital transformation, and technology solutions to businesses across various industries worldwide. Headquartered in India, Tech Mahindra operates in over 90 countries and is part of the Mahindra Group, a large multinational conglomerate.
Education
BA - Honors
Netaji Subash Chandra Bose Open University
Kolkata 06.2018 - 08.2021
Skills
Microsoft Power Point
Accomplishments
- Won best associate award for 15 times in Tech Mahindra from 2017 to 2021
- Won best Team Leader award for 2 times in Fusion from 2022
- Won best Team Leader award for 10 times in Tech Mahindra from 2017 to 2021
Timeline
Team Leader
Teleperformance Global Services Private Limited
09.2022 - 06.2025
Team Leader
Fusion BPO Services PVT. LTD
07.2021 - 01.2022
BA - Honors
Netaji Subash Chandra Bose Open University
06.2018 - 08.2021
Customer Service Associate, SME
Tech Mahindra Limited
08.2017 - 06.2021
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