Manibharathi P V
Chennai
Summary
Dynamic operations leader with a proven track record at Hexaware Technologies, excelling in performance indicator management and team building. Recognized as "COE Top Supervisor - Pan India," I drive process improvements and foster high-performing teams, achieving multiple awards for excellence in customer satisfaction and quality.
Overview
5
5
years of professional experience
Work History
Team Leader - Operations
Hexaware Technologies
Chennai
01.2025 - Current
- Lead 15 Relationship Managers in Telecom - Wi-Fi Expert blended process (Domestic & International).
- Act as Level 3 escalation manager for customer retention.
- Managed key performance indicators, driving improvement in average handling time, service level agreements, customer satisfaction, and revenue growth.
- Conduct daily huddles, regular one-on-one coaching, and feedback sessions.
- Shares Daily MIS reports with advisors to track individual performance and promote ownership and transparency.
- Shares twice a week RM updates and weekly leadership reviews.
- Collaborated with quality, training, and WFM/RTA teams to implement process improvements.
- Worked on inference drafting and creating PPTs for WBRs, MBRs and QBRs.
Team Leader - Operations
Teleperformance Global Service Private Limited
11.2022 - 01.2025
- Led 35-member team with zero attrition.
- Maintained shrinkage within target, enhancing customer satisfaction through ACPT analysis.
- Conducted UAT for pilot batches, ensuring quality and effectiveness of performance evaluations.
QUALITY ANALYST
TI DIAMOND CHAIN
06.2021 - 11.2022
- Managed quality for dispatched goods, ensuring compliance and overseeing 70+ staff.
- Facilitated Lean initiatives, enhancing operational processes and reducing waste.
Education
MBA - Operations
ANNA UNIVERSITY
01.2021
BBA - Business Administration
MAR GREGORIOUS
01.2018
Skills
- Performance indicator management
- Escalation Management
- MIS & Reporting
- Coaching & Mentoring
- Workforce & Shrinkage Control
- Process Improvement
- Team building
- Technical support
Accomplishments
COE Top Supervisor – Pan India (Rank 1): Awarded by the client for August and November.
Timeline
Team Leader - Operations
Hexaware Technologies
01.2025 - Current
Team Leader - Operations
Teleperformance Global Service Private Limited
11.2022 - 01.2025
QUALITY ANALYST
TI DIAMOND CHAIN
06.2021 - 11.2022
MBA - Operations
ANNA UNIVERSITY
BBA - Business Administration
MAR GREGORIOUS