Shibu Thomas
Operation Manager II
Bangalore
Summary
Proactive, result oriented management professional with 17+ years of diverse experience in International contact center Operations and Client Service. Managed teams in Quality, Transaction Monitoring and Data Analytic and Sales.
Overview
18
18
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Operation Manager II
Concentrix
06.2023 - Current
- Directing sales program with total of 150 FTE including Team Leaders and Sr Team Leaders.
- Setting their performance targets, conducting performance evaluations, and providing mentorship and guidance to team members.
- Dedicated to optimizing NPS performance.
- Launched quality assurance practices for each phase of development.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Manager-Service Delivery
Concentrix
01.2022 - 06.2023
- Orchestrated as client interface for macro operational performance and escalations
- Collaborated as vertical operations lead for new business pursuits and business implementation/ramp planning.
Manager, Operations
Concentrix
10.2020 - 01.2022
- Lead team of 120 plus with 6 Team Leaders, SMEs and QA's for US based Telecom client.
- Facilitated specialized Team called Team of Experts - Single channel support for multiple Line of business.
- Managed coaching and development of TLs to perform better in their KPIs- CSAT, NPS ,Sales, FCR, Retention etc.
Deputy Manager (Operations)
Convergys
11.2015 - 09.2020
- Lead 80+ FTEs with 5 Team Leaders, 8 SMEs and QA's for leading Telecom client
- Ensured Performance standards are met by Team
- Fostered a culture of continuous improvement by encouraging employees to share ideas on how to enhance their roles on overall business operations.
- Service Delivery - Ensured SLAs are met by Program.
Assistant Manager
Convergys
02.2010 - 11.2015
- Oversaw multiple LOBs major US Telecom provider involving multiple teams of Quality Analysts and Team leader/Interns
- Managed delivery of quality monitoring in 14 centers including client and vendor centers and ensure that attainment number of around 6000 evaluations is completed and coaching provided.
Quality Evaluator
Convergys
04.2009 - 01.2010
- Monitored interactions and provide coaching and feedback to Associates.
- Performed Training Needs analysis for the various centers to help improve Quality scores, CSAT, FCR etc.
Technical Support officer
Convergys
09.2006 - 03.2009
- Technical support to customers of major technology client
- Trained on multiple operating systems and applications including Windows 10, Vista Windows XP, MS - Office.
Skills
Strategic Planning
Project Management
Employee Coaching and Mentoring
Key Performance Indicators
Business Planning
Strategic Planning
Certification
B.A.(Economics)
Accomplishments
- Handled Post sales Business and Residential customers for UK and Ireland
- Assumed the role of Floor coordinator and practiced break pattern method to ensure maximum staffing every interval
- Managed help-desk staffing effectively
- Assisted teams on financial conformance, adjustments
- Site Award for the lowest Attrition - 2012/2013/2014
- Best Team Leader for two consecutive years - 2012/13
Timeline
Operation Manager II
Concentrix
06.2023 - Current
Manager-Service Delivery
Concentrix
01.2022 - 06.2023
Manager, Operations
Concentrix
10.2020 - 01.2022
Deputy Manager (Operations)
Convergys
11.2015 - 09.2020
Assistant Manager
Convergys
02.2010 - 11.2015
Quality Evaluator
Convergys
04.2009 - 01.2010
Technical Support officer
Convergys
09.2006 - 03.2009