Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 5+ years of extensive leadership experience in BPS industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities. Customer-focused professional with successful 10-year career in BPS sector.
Hi, I’m
Prem Singh
Team Leader, Operations
Kolkata
Summary
Overview
10
years of professional experience
2
years of post-secondary education
Work History
CapgeminiKolkata
Team Leader
03.2023 - Current
Job overview
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Conducted regular reviews of operations and identified areas for improvement.
- Coordinated material procurement and required services for projects within budget requirements.
- Monitored project performance to identify areas of improvement and make adjustments.
Tech MahindraHyderabad
Team Manager
07.2021 - Current
Job overview
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Led employee relations through effective communication, coaching, training and development.
- Met with clients to maintain communication to enhance teams' execution on new products.
- Facilitated meetings to communicate team performance goals and results.
WiproKolkata
Team Leader
03.2018 - 07.2021
Job overview
- Mentored and guided employees to foster proper completion of assigned duties.
- Handled team of bottom quintile employees for performance improvement with 90% success rate.
- Built strong relationships with customers through positive attitude and attentive response.
- Implemented new working processes which delivered continued improvements.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led team of 25 members while providing exceptional customer service.
WiproKolkata
Subject Matter Expert
05.2016 - 03.2018
Job overview
- Provided floor support to over 20 employees handling chat, email and voice calls.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Applied training techniques to improve performance.
WiproKolkata
Customer Service Associate
03.2015 - 05.2016
Job overview
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Submitted service tickets for equipment maintenance requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Hinduja Global SolutionsDurgapur
Customer Relationship Officer
09.2013 - 12.2014
Job overview
- Sold data packages to prepaid and postpaid customers of leading telecom company.
- Dealt with mobile network issues and troubleshooting.
Education
Bokaro Ispat Senior Secondary SchoolBokaro Steel City
Intermediate from Science
05.2011 - 03.2013
University Overview
Skills
Performance improvement
Timeline
Team Leader
Capgemini
03.2023 - Current
Team Manager
Tech Mahindra
07.2021 - Current
Team Leader
Wipro
03.2018 - 07.2021
Subject Matter Expert
Wipro
05.2016 - 03.2018
Customer Service Associate
Wipro
03.2015 - 05.2016
Customer Relationship Officer
Hinduja Global Solutions
09.2013 - 12.2014
Bokaro Ispat Senior Secondary School
Intermediate from Science
05.2011 - 03.2013
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