Raghavendra HS
Bengaluru
Summary
Customer Experience and Contact Center Operations Leader with over 18 years of progressive experience managing large-scale, multi-site and multi-language contact center operations across BFSI, FinTech, Telecom, E-commerce, and ITES environments. Proven expertise in end-to-end operations management, vendor and governance, P&L ownership, cost optimization, digital transformation, and process automation, with a strong track record of improving CSAT, SLA adherence, productivity, and operational efficiency. Adept at leading high-volume voice and non-voice operations, driving business transformation through Lean Six Sigma methodologies, and collaborating with cross-functional teams to deliver superior customer experience at optimized cost structures.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Manager - Operations (CST | Voice & Contact Us Channels)
Paytm Payments Bank
07.2019 - Current
- Lead end-to-end PAN India contact center operations across four outsourced partners, managing ~600 FTEs and handling ~8 lakh calls and ~4 lakh tickets monthly across six regional languages.
- Own voice and non-voice customer experience delivery, ensuring issue resolution, first-contact resolution, and high customer satisfaction across all service touchpoints.
- Drive vendor performance management, ensuring adherence to contractual SLAs, SOPs, KPIs, quality benchmarks, and regulatory compliance.
- Managed cross functional teams - Training, Quality, RTM/MIS and PE teams.
- Manage billing, invoicing, budget control, and cost optimization, supporting P&L objectives and sustainable operational efficiency.
- Lead process re-engineering, digitization, and automation initiatives to reduce contact volumes, improve turnaround time, and enhance customer journeys.
- Implement robust quality assurance, audits, governance frameworks, and BAU hygiene metrics to ensure consistent service delivery.
- Partner with Product, Technology, Marketing, Finance, Back Office, and Field Operations to continuously improve CX, reduce operational friction, and optimize costs.
- Conduct service recovery, RCA, and deep-dive analysis at process, system, and advisor levels to reduce errors and prevent recurrence.
- Utilize VOC analysis, data mining, and competitive benchmarking to design customer-centric solutions and loyalty-building initiatives.
Deputy Manager - Operations (Chat LOB)
Hinduja Global Solutions (HGS)
Mysore
11.2017 - 07.2019
- Headed chat-based CRM operations for a leading e-commerce client with a span of control of 300+ associates.
- Ensured service delivery within agreed budgets, meeting and exceeding client SLAs, CSAT, and productivity targets.
- Drove continuous improvement initiatives across people, process, and technology to enhance operational efficiency.
Deputy Manager / Assistant Manager - Operations (CEET & Escalations)
Hinduja Global Solutions (HGS)
Bangalore
12.2014 - 11.2017
- Managed critical escalation handling and CEET operations for a large telecom client.
- Led teams of Assistant Managers, Team Leaders, and Advisors to resolve high-impact customer issues.
- Executed pendency management, productivity improvement, and resource optimization strategies.
- Ensured compliance with risk, security, data privacy, and organizational policies.
- Managed floor metrics, SLA adherence, quality compliance, shift scheduling, and AUX discipline.
Assistant Manager - Operations
WNS Global Services
Chennai
07.2012 - 12.2013
- Managed ~150 customer service associates and 5 Team Leaders in a high-volume contact center environment.
- Supported new site transition, stabilization, and operational ramp-up.
- Led performance appraisals, coaching, and engagement initiatives to improve productivity and quality.
- Ensured adherence to SLAs, quality standards, and compliance requirements.
Team Lead - Technical Support Operations
Allsec Technologies
Chennai
06.2009 - 07.2012
- Led a team of 40 technical support advisors supporting mobile/handheld device customers.
- Drove performance management, trend analysis, and process enhancements.
- Managed client communication and service delivery reporting.
Education
Bachelor of Science (B.Sc.) -
Yuvaraja College
MysorePre-University College (PCMB) -
Mysore University
Skills
- Contact Center Operations Management
- Customer Experience (CX) Strategy
- Vendor Management
- SLA, KPI & Quality Governance
- Workforce Management & Capacity Planning
- P&L Ownership & Cost Optimization
- Voice & Non-Voice Channel Management
- Process Re-engineering & Automation
- Digital Transformation & Contact Reduction
- Transition & Migration Management
- Lean Six Sigma Methodologies
- Service Recovery & Root Cause Analysis (RCA)
- Performance Management & Coaching
- Multi-Site & Multi-Language Operations
- Stakeholder & Cross-Functional Collaboration
- Customer experience management
Certification
- Lean Six Sigma Certified
- Digital Age Bank Certified
Timeline
Senior Manager - Operations (CST | Voice & Contact Us Channels)
Paytm Payments Bank
07.2019 - Current
Deputy Manager - Operations (Chat LOB)
Hinduja Global Solutions (HGS)
11.2017 - 07.2019
Deputy Manager / Assistant Manager - Operations (CEET & Escalations)
Hinduja Global Solutions (HGS)
12.2014 - 11.2017
Assistant Manager - Operations
WNS Global Services
07.2012 - 12.2013
Team Lead - Technical Support Operations
Allsec Technologies
06.2009 - 07.2012
Bachelor of Science (B.Sc.) -
Yuvaraja College
Pre-University College (PCMB) -
Mysore University