Shibu Thomas

• Directing sales program with total of150 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
• Orchestrated as client interface for macro operational performance and escalations
• Collaborated as vertical operations lead for new business pursuits and business implementation/ramp planning

• Serving as the client interface for macro operational performance and escalations.
• Contributing as vertical operations lead for new business pursuits and business implementation ramp planning
• Collaborating with Analytic to identity performance trends/root causes for action
• Providing feedback to OM about growth opportunities surfaced by the Operations teams.
• Facilitating cross functional problem solving
• Facilitating capacity planning and management

• Managing a sales program with a total of 100+ FTE including Team Leaders and Sr. Team
  Leaders. Setting their performance targets, conducting performance evaluations, and providing
  mentor ship and guidance to team members.
  ● Collaborate with senior management to develop and implement strategic plans and initiatives
  that align with the overall company goals and objectives.
  ● Identifying opportunities for process optimization and efficiency gains within the operational
  work-flows.
  ● Monitor and analyze key performance indicators (KPIs) to measure the team's performance and
  identify areas for improvement. Take corrective actions as needed to achieve operational
  targets.
  ● Participate in the budgeting process, providing insights and recommendations to optimize costs
  while maintaining operational excellence.

● Lead 80+ FTEs with 5 Team Leaders, 8 SMEs and QA’s for a leading Telecom client
● Ensure Performance standards is met by the Team
● Service Delivery – Ensure SLAs are met by the Program
● Managed budgeting of funds for Incentives against performance targets, Monthly billing
quotation to the client, measures to reduce cost and improve profitability, resource optimization
● Responsible for monthly scorecard and incentive modeling, ratings, incentives, rewards,
Daily/Weekly reports, Queue management
● Transition of the program to the Bangalore site from another CVG site

• 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
• 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

• Monitor interactions and provide coaching and feedback to Associates
• Performed Training Needs analysis for the various centers to help improve Quality scores, CSAT,
  FCR etc.