Shiek Mohammed Fazal
Operations Team Leader
Bangalore
Summary
Results-driven BPO leader with 8+ years of experience in customer service operations, specializing in team management, attrition & shrinkage control, CSAT improvement, and process excellence. Proven track record of leading 25-member teams across telecom, banking, and real estate domains. Recognized for driving operational efficiency, building high-performance teams, and delivering superior client satisfaction in both domestic and international voice and non-voice processes.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Team Leader – Operations
NoBroker Technologies
03.2024 - Current
- Lead a team of 25 customer service representatives, ensuring consistent achievement of key KPIs including AHT, CSAT, Repeat Rate, Quality, and FCR
- Successfully managed shrinkage and attrition, maintaining optimal staffing levels while meeting business requirements.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks
- Conducted regular performance reviews, creating personalized development plans to improve agent productivity
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks
Team Leader – Operations
iSON Xperiences
09.2023 - 02.2024
- Effectively managed and resolved complaints from staff, management,and clients utilizing exceptional problem-solving and dispute resolution abilities
- Planned employee workloads and strategically delegated tasks to meet client demand
- Successfully managed shrinkage and attrition to optimize staffing levels and maintain operational efficiency
- Efficiently prepared and managed monthly and weekly rosters to maintain optimal staffing levels and meet business requirements without impacting service levels
- Identified areas of optimization in current process, leading to improved customer satisfaction
- Responsible for resource allocation and management
Lead – Operations (International Voice)
Concentrix Daksh Services Pvt Ltd
03.2021 - 09.2023
- Supervised a 20+ member team, ensuring SLA compliance across calls, chats, and emails.
- Implemented C-SAT & E-SAT action plans, improving customer satisfaction and employee engagement.
- Partnered with the Training and Quality team to devise action plans targeting identified areas of improvement
- Compiled and analyzed daily/weekly data summaries to track key performance metrics, identify trends, and support informed decision-making for process improvement
- Ensured compliance with internal and client-specific quality benchmarks through detailed audit reporting and performance coaching
- Compiled and analyzed daily/weekly MIS reports to track KPIs, enabling data-driven decision making.
Sr. SME – Operations
Concentrix Daksh Services Pvt Ltd
01.2020 - 03.2021
- Resolved escalated complaints (billing & technical) and handled supervisor calls with high closure rate
- Conducted coaching sessions & call calibrations, improving team accuracy and compliance
- Created process documentation and business rules to streamline operations
- Revert to client mails on priority basis and Handling Supervisor calls
- Supported definition of processes and policies, supply business rules and procedures, and communicate contexts in which rules, processes and polices are applied
- Led RCA sessions with agents to identify performance gaps, driving targeted coaching that improved quality and CSAT scores
Senior Advisor – Customer Service
CRM Concentrix Services India Pvt Ltd
04.2018 - 01.2020
- Delivered exceptional customer service in the banking domain, handling account, credit card, and loan queries
- Resolved customer complaints and issues, ensuring a high level of customer satisfaction
- Maintained customer trust by resolving discrepancies and transaction errors
Customer Service Representative
Intelenet Global Services Pvt Ltd
12.2015 - 05.2017
- Handled customer queries related to banking products, ensuring timely resolution within SLA
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
B.Com - Commerce
Mats University
01.2019
Skills
Team Leadership & People Management
Accomplishments
- Best Team Lead of the Month award for consistently exceeding KPIs and fostering team growth.
- Reduced attrition through engagement and coaching initiatives.
- Improved CSAT by implementing structured RCA and action plans.
- Successfully led onboarding & training programs for new hires, achieving 100% client certification.
Timeline
Team Leader – Operations
NoBroker Technologies
03.2024 - Current
Team Leader – Operations
iSON Xperiences
09.2023 - 02.2024
Lead – Operations (International Voice)
Concentrix Daksh Services Pvt Ltd
03.2021 - 09.2023
Sr. SME – Operations
Concentrix Daksh Services Pvt Ltd
01.2020 - 03.2021
Senior Advisor – Customer Service
CRM Concentrix Services India Pvt Ltd
04.2018 - 01.2020
Customer Service Representative
Intelenet Global Services Pvt Ltd
12.2015 - 05.2017
B.Com - Commerce
Mats University
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