Sarmad Khan
Operation Team Leader
Bhopal
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Team Leader
Taskus Pvt. Ltd
11.2020 - Current
- Handling team size of 25+ SMEs who are handling the escalations of 8 sites globally
- Running multiple projects for project compliance, hygiene checks and performance improvements
- Onboarding new Team leaders, handling Client and C-suite escalation
- Calibrating with Clients for Product and Process change management
- Utilize payment gateway tools, PowerBI, spreadsheets to support campaigns and maintain reporting.Handling SME Pool and supporting during Ramp, preparing SME pool roster for new batches and floor support
- Maintain weekly rosters, monthly payroll, shrinkage reports, incentive report for the campaign
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Team Leader
Hinduja Global Solutions
09.2019 - 09.2020
- Handled team of 25+ teammates from different LOBs, maintained productivity and KPIs
- Monitored team level C-sat, Quality scores, AHTs and Daily shrinkage
- Maintaining process excellence tracker, attend weekly reviews, call calibrations, and conduct briefings for the team for updates
- Prepare production reports to communicate team production level to management and client
- Maintain weekly rosters, monthly payroll, and shrinkage reports
- Handle critical or RBI-escalated cases personally.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Team Leader
Magnum Group of companies
09.2017 - 09.2019
- Complete production reports to communicate team production level to management
- Prepare SAR sheet, payroll report, shrinkage reports
- Coordinate with Clients for various Process updates and do calibration on a weekly basis.
- Implemented process improvements that resulted in reduced errors, faster turnaround times, and enhanced overall service levels.
- Spearheaded new product launches, coordinating efforts across multiple departments to ensure seamless execution on tight deadlines.
- Established best practices within the department that contributed towards greater consistency in achieving desired outcomes on an ongoing basis.
Customer Service Associate
Aegis Bhopal
08.2016 - 08.2017
- Confer with customers by telephone or in-chat to provide information about products or services
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems.
Education
Bachelor of Business Administration - Marketing
BARKATULLAH UNIVERSITY BHOPAL
Skills
PowerBI
Workday
Stripe
Client Service
Analytical Thinking
Communication
Knowledge of Excel
Escalation Management
Payment Gateways
Volunteer Experience
Volunteer, Seva Kitchen, 09/2018, 09/2021, Bhopal, Provide meal to the people in need, Provide resources like clothing, clean water, grocery to people in need
Timeline
Team Leader
Taskus Pvt. Ltd
11.2020 - Current
Team Leader
Hinduja Global Solutions
09.2019 - 09.2020
Team Leader
Magnum Group of companies
09.2017 - 09.2019
Customer Service Associate
Aegis Bhopal
08.2016 - 08.2017
Bachelor of Business Administration - Marketing
BARKATULLAH UNIVERSITY BHOPAL