Contact Center Manager with 16 years of experience with a strong track record of leading high-performing teams and delivering exceptional customer experience in a fast-paced retail environment. Skilled in operations management, workforce planning, process optimization, and implementing customer-centric strategies to drive efficiency and satisfaction. Passionate about building engaged teams, leveraging technology to enhance service delivery, and ensuring seamless customer support aligned with organizational goals. Committed to operational excellence and continuous improvement to support Walmart’s vision of saving people money so they can live better.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Contact Center Manager
Walmart Global Tech
Bengaluru
08.2024 - Current
Manage a team of 14–20 HR Associates handling inbound HR service queries via Workday and related systems.
Deliver regular coaching, feedback, and performance management to enhance team capabilities.
Drive hiring, onboarding, and training initiatives ensuring seamless integration of new team members.
Monitor key metrics (CSAT, Quality, AHT, Hold Time, FCR) and implement operational improvement strategies.
Act as escalation owner, building strong stakeholder partnerships with HR, IT, Workforce, Legal & Compliance.
Leverage AI and emerging technologies to streamline processes and improve service delivery.
Lead projects focusing on process enhancement, automation, and employee experience transformation.
Promote associate engagement and recognition programs to build a high-performance culture.
Team Leader Customer Service
Groupon Shared Services Pvt LTD
Bengaluru
02 2018 - 07.2024
Team Management:
To develop and manage a team of a motivated associates individuals towards common team goals and SLAs
Managed curbing Attrition by conducting one to ones and managing agent/team expectations
Handled Monthly Team Performance Reviews and behavior management
Conducting Associates -One to One's, feedback, performance evaluation reviews
Performance Management: Monitoring of key performance indicators across all service deliverable
Bench marking targets to meet business goals
Demonstrated strong analytic and problem-solving skills Help improve service delivery by improving contextual understanding of business
Effective liaison with various departments within the company to gain support and resolve issues
Service Delivery: Apply Service delivery strategy on Contact Reduction projects, quality management projects for driving Resolution Rate 65%, CSAT 80%, Productivity (Chats+ Emails) Avg, of 10 Prod Hours per Month, Quality 95% , Absenteeism 5%
Create a productive work environment for individuals and Lead Leadership Imperative programs for direct reportees, drive career path for employees, attrition management
Drive Performance Management Collect performance data analyze and publish.
Cultivated environment to encourage continual process improvements.
Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
Managed workflow to continuously exceed quality service goals.
Sustained continuous improvement by implementing customer interface management systems through email marketing, live chat services and social media.
Team Leader Operations
Convergys India Services India LTD
Bengaluru
12 2009 - 02 2018
Service Delivery: Apply Service delivery strategy on Contact Reduction projects, quality management projects for driving FCR at 78% and Resolution 88%, Service Level at 80%, and ASA 10 Sec
Create a productive work environment for individuals and Lead Leadership Imperative programs for direct reportees, drive career path for employees, attrition management
Drive Performance Management Collect performance data analyze and publish
SLA Delivery through performance issues in a timely and professional manner
Customer Service/Technical Adherence, FCR, AHT, Average Wrap Time, Escalations
Team Management:
To develop and manage a team of a motivated associates; align all tangential ideas and thoughts of individuals towards common team goals and SLAs
Managed curbing Attrition by conducting one to ones and managing agent/team expectations
Handled Monthly Team Performance Reviews and behavior management
Conducting Associates -One to One's, feedback, performance evaluation reviews
Performance Management: Monitoring of key performance indicators across all service deliverable
Bench marking targets to meet business goals
Demonstrated strong analytic and problem-solving skills Help improve service delivery by improving contextual understanding of business
Effective liaison with various departments within the company to gain support and resolve issues
Continuous Improvement: Continual Service Improvement Initiatives - Root Cause Analysis; Action plans and Tracker; CSAT analysis and close looping; Metrics analysis and close looping Creation, updating of KB articles and of new processes to ensure better productivity Identifying incident ticket audit failures and recommend the best practices to be followed in-order to increase the compliance percentage
Analyze closed problems to identify trend and take necessary action
Regularly monitoring the effectiveness of critical incident risk control measures and rectify any deviations from procedures Drive the Critical incident calls effectively, which involves the technical team, clients, management and vendors if required
Establishing key areas of process improvements on client conference calls with the sole objectivity to enhance customer experience at overall process level
Conduct weekly review meeting with team and identify gaps to take corrective action
Profile: In, Key responsibilities: Responsible for leading new hires and ongoing training initiatives
Coordinate with PT L's regarding ongoing development & Training
Proactively send the process updates and ensure 100% quality
Coordinate and assist the training team regarding ongoing development and training Analyze daily tracking including end of day course evaluations and trainee assessments and make Plan complete transition actions
Conduct Process related and technical triages for the existing agents in Microsoft information worked and Microsoft up & Running.
Improved productivity and customer service levels in collaboration with Operations Manager.
Established and communication daily priorities to guide team activities.
Supervised daily operations, acting as point of contact for any queries or obstacles.
Escalation Officer
Convergys India Services pvt ltd.
Bengaluru
12 2009 - 02 2018
Work on Escalated Incidents (Incidents which are sent the Escalation team by FLs as they are not able to resolve the issue), providing resolution by performing end to end troubleshooting keeping Customer satisfaction in mind
Identifying, logging and diagnosing the incidents
Queuing the incidents to the functional/hierarchical levels as per their Responsible for handling incidents spontaneously based on their severity level
Post resolutions, troubleshooting steps for the Escalated incidents on common forums in CVG
Constant interaction with PTLs and frontier Team for updates on products and plan troubleshooting steps for certain issues
Being on client calls, to handle escalation calls (MS Hot Incidents) Timely follow up on escalation and any process gaps from the client end
Provide technical assistance to FLs to handle incidents
Education
BSc ISM - Information System Management
SRM Arts and Science College
Chennai
12th -
Holy Cross School (ICSE)
Agartala
Skills
Team management and leadership
Operational excellence
Employee engagement
Service delivery and support
E-commerce strategies
Process improvement
Effective communication
Problem solving
Cross-functional collaboration
Stakeholder management
Change management
AI and technology enablement
Hiring and Training
Certification
Six Sigma Yellow Belt by COPC
Six Sigma White Belt
Languages
Hindi , English and Bengali
Additional Information
I sincerely acknowledge that all details furnished in this Resume are true to the best of my knowledge.