Job Search Status
Open to workDesired start date: Flexible
Desired Job Title
Contact Centre ManagerTeam Operations ManagerWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Thane, INMumbai, MH
Open to relocation: Yes
Open To Work
Rajeev Singh
Thane
Work Preference
Summary
Results-oriented Operations Manager with expertise in sales, customer experience, and operational performance. Led diverse teams to achieve key targets while leveraging data analysis for strategic insights. Fostered leadership development and implemented effective change management. Committed to continuous learning and adapting to new environments.
Overview
20
20
years of professional experience
Work History
Contact Centre Manager
Tech Mahindra Business Services
01.2024 - Current
- Managed end-to-end contact centre operations for 300+ employees across voice, chat, and email processes.
- Drove productivity, quality, and customer experience through implementation of structured performance frameworks.
- Delivered operational services, optimized workforce, ensured client satisfaction, adhered to SLAs, and developed leadership capabilities.
- Leading multi-layer leadership structure including managers, team leaders, and support functions.
- Managed forecasting and capacity planning processes to optimize resource allocation.
- Strengthening client governance through regular reviews and risk mitigation plans.
- Building leadership pipeline and succession planning.
Team Operations Manager
Tech Mahindra Business Services
01.2020 - 01.2024
- Managed 100+ advisors and 10+ team leaders across voice and chat processes to achieve service delivery goals.
- Delivered operational excellence through data-driven decision making, enhancing performance monitoring.
- Led skill-based client operations with accountability for forecasting, MSA targets, performance governance, and compliance.
- Developed SOPs, MIS dashboards, and governance frameworks to standardize operations and ensure compliance.
- Monitored contract details to maintain compliance with regulations.
Team Leader – Operations
Tech Mahindra Business Services
01.2017 - 01.2020
- Achieved 120% NPS targets for six consecutive months.
- Recognized as Best Team Leader with international performance award.
- Led service, sales, and retention teams while grooming future leaders and driving consistent performance.
- Transitioned retention processes across multi-channel platforms to enhance customer engagement.
- Designed and implemented coaching and OJT frameworks to develop team capabilities.
Team Mentor – Sales
Tech Mahindra
01.2011 - 01.2016
Customer Service Advisor – Sales
Tech Mahindra
01.2009 - 01.2011
Customer Service Advisor
Intelenet (Teleperformance- Barclays Process)
01.2007 - 01.2009
Tele Sales Representative
ICICI Prudential Life Insurance
01.2006 - 01.2007
Education
Bachelor of Arts -
Manipal University
Mumbai01-2011
Skills
- Customer experience and CRM management
- Sales and retention strategy
- Operational excellence
- Operational delivery
- Capacity planning
- Data analysis and reporting
- Change management
- Leadership development
Languages
- English
- Hindi
- Marathi
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Marathi
Intermediate (B1)
B1
Accomplishments
Awarded "Best Team and Team Leader" for delivering top-notch performance in commercials and customer experience.
Received international trips as a reward for consistent top performance delivery over six months.
Recognized by clients and heads for driving excellence and exceeding operational KPIs.
Received international trips as a reward for consistent top performance delivery over six months.
Recognized by clients and heads for driving excellence and exceeding operational KPIs.
Affiliations
Successfully maintained both business profitability and enhanced customer experience through effective performance management. Successfully groomed and prepared team members for leadership roles, contributing to the development of a strong leadership pipeline within the organization.
Timeline
Contact Centre Manager
Tech Mahindra Business Services
01.2024 - Current
Team Operations Manager
Tech Mahindra Business Services
01.2020 - 01.2024
Team Leader – Operations
Tech Mahindra Business Services
01.2017 - 01.2020
Team Mentor – Sales
Tech Mahindra
01.2011 - 01.2016
Customer Service Advisor – Sales
Tech Mahindra
01.2009 - 01.2011
Customer Service Advisor
Intelenet (Teleperformance- Barclays Process)
01.2007 - 01.2009
Tele Sales Representative
ICICI Prudential Life Insurance
01.2006 - 01.2007
Bachelor of Arts -
Manipal University