Hi, I’m
Shibu Thomas
Bangalore,Karnataka
Summary
Dynamic Operations Manager with extensive experience at Concentrix, leading teams to enhance customer satisfaction and optimize performance metrics. Proven track record in strategic planning and process optimization, driving revenue growth while fostering strong client relationships. Adept in team leadership and conflict resolution, consistently achieving operational excellence.
Overview
16
years of professional experience
1
Certification
Work History
Concentrix
Operation Manager II
06.2023 - 12.2024
Job overview
- Lead a 150+ FTE team, including Team Leaders and Senior Team Leaders, ensuring performance excellence.
- Establish and maintain strong customer relationships, resolving escalations and identifying service trends.
- Dedicated to optimizing NPS and Sales performance
- Drive financial management processes, including cost optimization and revenue growth strategies.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Orchestrated as client interface for macro operational performance and escalations
- Collaborate with senior management to implement new business strategies and operational improvements.
Concentrix
Manager-Service Delivery
01.2022 - 06.2023
Job overview
- Led customer service teams to optimize Net Promoter Score (NPS) and sales performance.
- Managed staffing, employee scheduling, and workload distribution for efficiency.
- Served as the primary client interface for operational performance, issue resolution, and escalations.
- Provided analytical insights to drive continuous improvement initiatives
- Cross-trained existing employees to maximize team agility and performance.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Concentrix
Manager, Operations (Quality)
10.2020 - 01.2022
Job overview
- Developed and implemented a comprehensive Quality framework aligned with business, compliance, and operational objectives.
- Ensured timely completion of all evaluations including Quality audits, CSAT, and Complaints, as per agreed SLAs with clients and operations.
- Managed the end-to-end feedback and coaching process, ensuring proper documentation and compliance adherence.
- Maintained an organized central database for all completed evaluations, meeting client and operational data integrity standards.
- Delivered daily and weekly performance reports, providing key quality metrics and analysis to Quality and Operations teams.
- Conducted regular dipstick audits to evaluate effectiveness of floor communications and operational briefings.
- Participated in client con-calls to gather requirements and drive process-level quality enhancements.
Concentrix
Deputy Manager (Operations)
11.2015 - 09.2020
Job overview
- Led an 80+ FTE team, ensuring SLA adherence and service delivery excellence.
- Managed budgeting for performance incentives, billing, and financial reporting.
- Spearheaded the successful transition of a program to a new site, ensuring seamless operations.
- Conducted training needs analysis to enhance quality scores, customer satisfaction (CSAT), and first call resolution (FCR).
Convergys
Assistant Manager
02.2010 - 11.2015
Job overview
- Supervised a 100+ FTE program, driving operational efficiency and performance.
- Identified performance trends through data analysis and implemented corrective actions.
- Facilitated cross-functional problem-solving initiatives to enhance customer service outcomes.
Convergys
Quality Evaluator
04.2009 - 01.2010
Job overview
- Monitored and evaluated approximately 20 customer interactions daily across multiple centers.
- Provided coaching and feedback to improve agent performance and service quality.
- Conducted training needs assessments to improve key performance metrics.
Education
D.A.V. College, Choudhary Charan Singh, Meerut
Bachelor of Arts from Arts Education
12.2009
MNTI CollegeBengaluru, India
GED
09.2004
Skills
- Client Relationship Management
- Operations & Service Delivery
- Strategic Planning & Problem Solving
- Team Leadership & Performance Management
- Process Optimization & Quality Assurance
- Negotiation & Conflict Resolution
- Multi-tasking & Organizational Skills
- International Business & Travel Readiness
Certification
- Certified Six Sigma Yellow Belt
- Pursuing Six Sigma Black Belt
- Valid Passport & International Travel Readiness
- Strong Ethical Leadership & Business Integrity
- Total Quality Process Implementation
Timeline
Operation Manager II
Concentrix
06.2023 - 12.2024
Manager-Service Delivery
Concentrix
01.2022 - 06.2023
Manager, Operations (Quality)
Concentrix
10.2020 - 01.2022
Deputy Manager (Operations)
Concentrix
11.2015 - 09.2020
Assistant Manager
Convergys
02.2010 - 11.2015
Quality Evaluator
Convergys
04.2009 - 01.2010
D.A.V. College, Choudhary Charan Singh,
Bachelor of Arts from Arts Education
MNTI College
GED
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