Tahir Shaikh
Team Manager
BENGALURU
Summary
Experienced professional dedicated to contributing to the growth of an organization that values and rewards performance, while also acknowledging commitment and fostering talent. Passionate about making a meaningful impact and eager to leverage skills and experience in a dynamic work environment. Committed to continuous learning and development, strives to deliver exceptional results by effectively collaborating with cross-functional teams and adapting to evolving business needs.
Overview
22
22
years of professional experience
5994
5994
years of post-secondary education
3
3
Languages
Work History
Team Manager - Operations
Capita
03.2023 - 11.2024
- Handled customer service, sales, and retention for the O2 Voice UK process.
- Drove continuous improvement in achieving monthly sales goals.
- Supported advisors and process leaders with coaching and feedback for enhanced performance.
- Honored with Best Team Manager award in both Q1 and Q2 of 2024.
- Excelled in converting sales across Mumbai and Pune within Capita.
- Leveraged Google Forms for data collection on answered calls.
- Assisted clients in developing targeted plans based on analytical insights, it helped in getting more customers for O2
- Weekly connect with the client on team and process performance
- Worked on Yellow belt project (Reduction in Complaints) for the process enhancement
- Matched client requirements by interviewing and selecting suitable applicants.
Team Leader- Operations
Concentrix
10.2021 - 03.2023
- Handling a team of 22 to 24 employees, allocation of schedule and managing the OLA that had an impact on process development
- Worked for JP Morgan Chase voice US process
- Worked with the management team to build good relation with the client by showcasing things that will help the process and company to grow
- Was top performer as a Team in terms of delivering the best customer service that showed in the survey that customer use to share
- 100% Audit completion for the team, along with sharing timely feedback and providing coaching
- Roster scheduling for the span with shift and week off, for a span of 120 advisors
Team Leader- Operations
Teleperformance
01.2014 - 10.2021
- To ensure SLA/OLAs are well managed along with operational deliveries and client servicing
- Governing of daily, weekly, monthly performance with Team Coaches and agents reviews
- Circulating weekly/monthly reports with clients & internal stakeholders
- Risk and Compliance management to make sure complied with contractual agreements
- Share recommendations with clients to reduce external issues and drive internal actions to reduce agent error
- Facilitate Process RNR i.e monthly & annual to felicitating outstanding performers
- Conducting quarterly appraisal for the team members
- Changes and Achievements: Successful transition of different queues
- Annual i-Sparkle award for best Team leader for 2018
- Received client appreciation during pandemic 2020 for handling complaints and getting the claims processed within TAT.
- Automation of various processes to improve agent and process efficiencies
- Was a consistent performer in roll for the 2 quarter in 2018 and have been rewarded as the Best Team Leader Award (process RnR)
Sales Executive and Store Manager
Sundeep Ceramic
05.2003 - 08.2013
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong customer relationships and implementing effective sales strategies.
- Negotiated favorable terms with suppliers to improve product margins and competitiveness.
- Greeted customers and offered assistance with selecting products for home, finding accessories for kitchen and bathroom and completing purchases.
Education
Bachelor in commerce -
Ismail Yusuf College
Jogeshwari east06.2000
Second year bachelor in commerce -
Bandra Junior college for boys
Maharashtra06.1997
Secondary School Leaving Certificate -
Bhavans A H wadia high school
Andheri west06.1995
Skills
- Operations Management
- People Management
- Project Management
- Sales & Marketing
- Recruiting Manpower
- Data Analytics
- Conflict Management
- Escalation Handling
- Sharing Best Practices
- Acknowledging
- Organizational Skills
- Willingness to Learn
- Problem Solving Skills
- Excellent Communication
- Decision-Making
- Strategic planning
- Teamwork and Collaboration
- Planning and Coordination
- Flexible and Adaptable
Extra-Curricular Activities
Received certificate from Navahind Vidyapeeth in English and Mathematics. Participated in Inter College solo singing competition.
Participated in Inter school Quiz Competition ad won 2nd prize.
Played inter school and inter college cricket tournaments.
Co Curricular Skills
- Basic Cabin Crew Training, Frankfinn Management Consultant, 2001
- Basic Training in Airline Ticketing, Trade Wings Institute of Management, 2000
- Diploma in Hotel Management with Computer and Tourism, Trade Wings Institute of Management, 2000
Earlierworkexperience
- Apprentice Steward, Hotel The Lands’ End, Bandra West, 2000 for 6 months
- Guest Relation Executive, Delhi Darbar Catering Service, 2 years on contract basis
Personal Information
- Father's Name: Nazir Hussain
- Date of Birth: 12/18/79
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that all the details mentioned above are my own and are true to the best of my knowledge.
Timeline
Team Manager - Operations
Capita
03.2023 - 11.2024
Team Leader- Operations
Concentrix
10.2021 - 03.2023
Team Leader- Operations
Teleperformance
01.2014 - 10.2021
Sales Executive and Store Manager
Sundeep Ceramic
05.2003 - 08.2013
Bachelor in commerce -
Ismail Yusuf College
Second year bachelor in commerce -
Bandra Junior college for boys
Secondary School Leaving Certificate -
Bhavans A H wadia high school
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