Silviya
Team Lead Operations
Ludhiana
Summary
Dynamic Operations Team Leader at Teleperformance with a proven track record in enhancing team performance and driving quality improvements. Expert in problem-solving and staff training, I successfully streamlined workflows, resulting in a 20% increase in productivity while fostering a collaborative environment. Committed to achieving client objectives through effective leadership and analytical thinking.
Overview
2
2
Languages
Work History
Operations Team Leader
Teleperformance
- Managed a team of more than 30 members and deal with USA , UK and Canadian customs.
- Monitor daily performance matrix such as AHT, Quality and Csat.
- Conduct regular coaching sessions to improve the performance by providing a complete guidance regarding how to work on area of improvements.
- Identify the root cause of the issue and provide the best resolution to fix the issue.
- Result driven approach and successfully implemented all criteria set by the client and give the results.
- Oversaw daily operations, ensuring compliance with quality standards and procedures.
- Led team meetings to communicate objectives, address challenges, and foster collaboration.
- Streamlined workflow processes, enhancing productivity and minimizing delays in service delivery.
- Mentored junior staff on operational best practices and company policies for improved performance.
- Analyzed operational data to identify trends and implement process improvements for better outcomes.
- Developed training programs that increased team competency and reduced onboarding time for new hires.
- Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
Education
MSc. - Biotechnology
Panjab university, Chandigarh
Chandigarh01.2022
BSc. - Biotechnology
MMU (Maharishi Markendeshvar University Mullana)
01.2020
Skills
Teamwork and collaboration
Problem-solving
Attention to detail
Team motivation
Team supervision
People management
Staff training
Coaching and mentoring
Work Planning and Prioritization
Documentation and reporting
Performance improvement
Work planning
Complex Problem-solving
Analytical thinking
Goal setting
Overseeing daily activities
Quality improvement
Conflict resolution
Mentoring
Safety processes and procedures
Staff education and training
Client support
Client service
Issue resolution
Giving constructive feedback
Evaluating employee work
Team Check-ins
Call center operations
SOP adherence
Leadership
Computer skills
Organizational skills
Excellent communication
Idea development and brainstorming
MS office
Self motivation
Accomplishments
Certified production intern at Vita Milk plant , Ambala.
Gold medalist in MSc.
Timeline
MSc. - Biotechnology
Panjab university, Chandigarh
Operations Team Leader
Teleperformance
BSc. - Biotechnology
MMU (Maharishi Markendeshvar University Mullana)