RAJENDRA KUMAR S
Chennai
Summary
Results-driven Team Manager with over 8 years in BPO/ITES, overseeing operations for a 50+ FTE unit across Sales, Service, Collections, Risk Management, and Back Office processes. Expertise in workforce management, client delivery, and process improvement, consistently meeting SLAs. Strong communicator and strategic planner, fostering team unity and driving performance through innovative leadership and process optimization.
Overview
9
9
years of professional experience
Work History
Team Manager
Alldigi Tech
Chennai
04.2024 - Current
- Promoted from Process Trainer to Team Manager; led end-to-end operations for a unit of 50+ FTEs and 5 Team Leaders in credit card sales, service, Fraud Risk Department, Collections and Backoffice
- Own client delivery Sales, Service, Collections, Risk Management and Back Office targets, maintaining KPI adherence and consistently meeting NPS/CSAT commitments.
- Manage manpower planning, attrition control, interviewing and hiring to sustain staffing levels against client volume forecasts.
- Implement best practices for team operations, enhancing productivity and efficiency.
- Supervised daily activities to maintain a positive work environment and high morale.
- Coordinated communication between departments to streamline project updates and feedback.
- Prepare and submit billing inputs, and lead management review presentations covering operational, quality and client performance metrics.
- Act as single point of contact between client stakeholders and internal teams (Training, Quality, Operations) to align delivery with client expectations.
Process Trainer
Alldigi Tech
Chennai
11.2021 - 04.2024
- Delivered training for Butterfly and Netmeds clients, supporting the floor to maintain NPS and CSAT scores and strong customer feedback.
- Trained associates on multi bank and network credit card sales process, enhancing Risk Management and Operations effectiveness.
- Led PKT and BQ quality improvement projects on the floor, driving consistent performance gains that facilitated promotion to Team Manager.
Process Trainer
Armsoft Tech Pvt Ltd
Chennai
09.2020 - 11.2021
- Coordinated training initiatives across Customer Support, Sales, and Collections for NBFC clients including Muthoot Finance, TVS Credit Services, Fullerton, and TATA Capital.
- Conducted training for new hires on collection processes, focusing on core KPIs of Training Throughput and Yield for hiring batches.
- Delivered comprehensive training sessions on health and vehicle insurance sales for HERO Insurance and facilitated soft-skills training for CUEMATH Pvt Ltd.
Line Trainer
Teleperformance DIBS Ind Pvt Ltd
Chennai
08.2017 - 08.2020
- Progressed from Customer Service Executive on Barclays PPI complaints process to Line Trainer in 2019 through Internal Job Posting (IJP).
- Trained new hires on process and product knowledge while leading PKT and BQ projects to enhance associate quality performance.
- Trained and coached team members on performance standards and best practices.
- Monitored daily operations to ensure adherence to quality guidelines and protocols.
- Facilitated communication between management and agents to resolve issues effectively.
Education
B.E. - Mechanical Engineering
Velammal Institute of Technology
Chennai03-2017
HSC -
C P D E T Hr Sec School
Chennai03-2013
SSLC -
C P D E T Hr Sec School
Chennai05-2011
Skills
- Performance management
- KPI tracking
- Process optimization
- Operational efficiency
- Quality control
- Client reporting
- Client relations
- Manpower planning
- Team Handling
- Performance Coaching
- MS Office
Languages
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Team Manager
Alldigi Tech
04.2024 - Current
Process Trainer
Alldigi Tech
11.2021 - 04.2024
Process Trainer
Armsoft Tech Pvt Ltd
09.2020 - 11.2021
Line Trainer
Teleperformance DIBS Ind Pvt Ltd
08.2017 - 08.2020
B.E. - Mechanical Engineering
Velammal Institute of Technology
HSC -
C P D E T Hr Sec School
SSLC -
C P D E T Hr Sec School