Pramodh M

• Established multi‑site operations in Mysore and Mangalore, scaling workforce to 250+ FTEs.
• Directed operational governance to ensure consistent service delivery across multiple locations.
• Managed daily operations to ensure efficiency and adherence to company standards.
• Managed scheduling, training and inventory control.
• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
• Oversaw financial management, budget management, accounting and payroll activities.
• Produced SOPs to document workplace procedures and optimize productivity through standardization.
• Spearheaded workforce planning with a structured onboarding framework for efficient scaling.
• Implemented SOPs to drive predictable delivery, audit readiness, and scalability.
• Managed daily operations impacting P&L, improving productivity and SLA compliance.
• Led client governance forums to share insights and strengthen trust through improvement roadmaps.
• Designed performance incentive programs that boosted agent and manager productivity.
• Streamlined operational processes to enhance efficiency across departments.
• Developed training programs to improve staff skills and knowledge retention.
• Coordinated cross‑departmental projects to align with company objectives.
• Analyzed operational data to identify trends and improvement opportunities.
• Fostered a collaborative work environment emphasizing communication and teamwork.
• Established quality assurance standards across all departments.
• Conducted regular meetings with department heads to track progress toward operational goals.
• Recruited, hired, trained, coached, evaluated, and managed personnel lifecycle activities.
• Developed long‑term strategies to improve efficiency while maintaining high service quality.
• Collaborated with senior management on strategic planning initiatives.
• Monitored performance metrics to identify areas for operational improvement.
• Led cross‑functional teams in developing new products and services.
• Provided leadership, mentoring, and program knowledge to newly hired employees.
  

• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Overseeing day-to-day operations seamlessly
• Managing a queue comprising 460 personnel
• Engaging in daily sessions with team leads to outline expectations, set attainable objectives, and inspire motivation
• Leading weekly performance review calls, complete with presentations
• Hosting skip-level meetings every other week to gain insights into ground-level happenings, rectify any issues promptly, and uphold employee satisfaction
• Devised a BQM strategy yielding favorable performance outcomes
• Steering weekly staffing plan discussions to align with client specifications, ensuring adequacy of workforce and scheduling agents accordingly
• Participating in client calls to address inquiries, provide updates, and ensure alignment with their expectations
• Facilitating Weekly Performance Reviews (WPR) with team leaders to evaluate progress and identify areas for improvement
• Implementing Weekly Tri-level Coaching sessions aimed at boosting team performance through targeted guidance and support
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Handling a team with a headcount of 26 agents who handle our client’s customers worldwide through Email/Chat/Telephone.
• Trained and developed customer care advisors to upskill teams and grow performance and productivity.
• Resolved escalations from customer care members quickly and appropriately to maintain team satisfaction and focus.
• Adapted coaching to suit individual qualities and competencies, maximising staff confidence and capabilities.
• Addressed absences and performance concerns with individuals to prevent further issues, limiting operational disruption.
• Maintained productive environments focused on providing quality customer service, and upholding company reputation.
• Remained actively involved in day-to-day team activity, leading by example to achieve KPIs.
• Collaborated with quality and development staff to quickly onboard and integrate new team members for high-performing service teams.
• Motivated staff to build positive, productive workplaces with excellent satisfaction and retention ratings.
• Brief teams on daily objectives and motivated them to achieve individual and group goals.
• Scheduled staff rotas to meet peak and seasonal Email/Chat traffic for efficient, reliable customer care provisions.
• Analysed operational metrics to identify areas for improvement and plan strategic action.
• Evaluated satisfaction scores and provided required training to elevate staff performance in line with customer requests.
• Managing absenteeism, sickness and holidays for self and others
• Identify opportunities to maximize efficiency through cross skilling and effective resource utilization
• Oversee action plans/PIP in place for bottom performers
• Managing attrition through regular review of warning signs
• Participating in periodic performance reviews of process, self and team members

Other responsibilities:

• Maintenance and supervision of complete and accurate documentation of all transaction monitoring related activities.
• Implementation of the calibration outcomes.
• Analyze data; assess opportunities for improving performances while driving efficiencies and operation expenditure.
• Training the teams on soft skills, motivation and customer handling techniques.
• Managed remote customer support teams across multiple time zones (Gurgao and Costa Rica).
• Trained new hires on sales processes, product knowledge and overcoming objections to increase sales meet team sales targets

KPI Management:

• Managing performance metrics and performance trends with related KPI’s.
• Recommending and executing suitable actions to the team and the training teams.
• Making process improvements to ensure delivery on all performance KPI’s.

Initiatives:

• Helped set up of a new center in Gurgaon.
• Creation of reports for Weekly/Monthly performance for the clients to review.
• Identifying Training and Quality needs.
• Devised reward and recognition schemes to engage and incentivise staff, aiding attainment of KPIs.

• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
• Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
• Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
• Addressed customer service enquires quickly and accurately.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Resolved customer queries over phone and by email.
• Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.
• Proactively identified and solved complex problems impacting operations management and business direction.
• Improved service quality and increased sales by developing strong knowledge of company's products and services.
• Mentored junior team members on methods on industry best practices for outstanding service and retention.