SAJO JOSEPH
Operations Manager
Perinthalmanna,KL
Summary
Associate Manager – Operations leading 24×7 customer support operations across teams of up to 70 associates. Improved CSAT from a low-launch baseline to 85% through coaching, quality governance, and structured performance management. Partners with global stakeholders on SLA, productivity, attrition, and backlog control while reducing escalations and strengthening client confidence.
Overview
2
2
Certifications
12
12
years of professional experience
Work History
Associate Operations Manager
IntouchCX
01.2022 - Current
- Stabilized a newly launched program from ~40% CSAT to 85% through coaching, quality governance, calibration, and performance management.
- Led customer support operations for teams of up to 70 associates in a 24×7 environment.
- Managed SLA, CSAT, quality, productivity, shrinkage, attrition, FRT, and backlog across daily service delivery.
- Built a coaching-first culture through structured one-on-ones and leadership development.
- Mentored supervisors and aspiring leaders, several of whom progressed internally.
- Presented WBRs, MBRs, and QBRs to leadership and client stakeholders to align on performance and priorities.
- Reduced escalations and strengthened client confidence through consistent delivery and escalation management.
Project Implementations Manager
IntouchCX
01.2024 - 01.2025
- Managed 4-5 client implementation projects per quarter from kick-off through production go-live.
- Led end-to-end implementation planning, aligning readiness milestones, dependencies, and launch timelines across teams.
- Coordinated more than 10 stakeholder updates per week across Operations, Training, WFM, Quality, Recruitment, IT, and Client Success.
- Directed UAT and readiness reviews, tracking risks and follow-ups before production release.
- Managed stakeholder communication to surface blockers early and keep implementations moving toward go-live.
- Coordinated training, WFM, and Quality inputs to support launch readiness and service consistency.
- Applied process improvements to streamline implementation handoffs and reduce friction between teams.
- Led cross-functional teams to enhance operational efficiency and streamline workflows.
- Collaborated with stakeholders to align departmental goals with organizational objectives.
Team Leader
Telligent Support LLP
01.2019 - 01.2022
- Led customer support teams through daily workload coordination, clear priorities, and consistent service standards.
- Introduced structured knowledge-sharing practices that improved team consistency and strengthened support readiness.
- Mentored aspiring leaders, providing feedback and development guidance to build future team capability.
Supervisor
Telligent Support LLP
01.2017 - 01.2019
- Strengthened communication practices to support clearer expectations, faster issue resolution, and more consistent team execution.
- Monitored performance goals and used regular check-ins to keep associates aligned with service expectations.
- Identified process improvements that simplified day-to-day operations and supported steadier service delivery.
Customer Support Associate
HiPower Support Pvt. Ltd.
01.2015 - 01.2017
- Built strong customer relationships through responsive communication and consistent follow-through on open issues.
- Explained product details clearly to help customers understand features, troubleshoot issues, and move forward quickly.
- Mentored new peers by sharing practical support techniques and reinforcing consistent service standards.
- Handled escalated concerns professionally, balancing customer needs with company procedures and service expectations.
- Identified recurring service gaps and shared process improvement ideas to strengthen team efficiency and support quality.
Education
Bachelor of Engineering - Electronics and Communication
Rajiv Gandhi College of Engineering, Anna University
01-2012
Skills
Operations management
Service delivery
People leadership
Performance management
Workforce planning
Coaching & mentoring
Client relationship management
SLA management
Escalation management
Process improvement
Quality governance
Awards
Multiple Rewards & Recognition awards, Best Manager of the Month (multiple times), Best Team Leader
Certification
Gladly Administrator Certificate
Timeline
Project Implementations Manager
IntouchCX
01.2024 - 01.2025
Associate Operations Manager
IntouchCX
01.2022 - Current
Team Leader
Telligent Support LLP
01.2019 - 01.2022
Supervisor
Telligent Support LLP
01.2017 - 01.2019
Customer Support Associate
HiPower Support Pvt. Ltd.
01.2015 - 01.2017
Bachelor of Engineering - Electronics and Communication
Rajiv Gandhi College of Engineering, Anna University