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
Daily workflow improvement
Sales expertise
Technical Support
Key performance indicators
Complaint resolution
Client Service
Excellent work ethic
MS Office
Teamwork
Client Relationships
Project planning and development
Project Management
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