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
23
23
years of professional experience
Work History
Team Manager - Operations
Concentrix
03.2025 - Current
- Handling the customer service team and the overall academy team for the HSBC Voice UK process.
- Driving continuous improvement in NPS that has shown good improvement overall.
- Was voted the best people manager for the fourth quarter of 2025.
- Won the Best Team Manager for continuous 3rd and 4th Quarter.
- Working on the Green Belt project for AHT (Average Handling Time).
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
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 Ceramics
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 - commerce
Ismail Yusuf College
Jogeshwari east04-2000
Second year bachelor - commerce
Bandra Junior college for boys
Maharashtra04-1997
Secondary School Leaving Certificate - undefined
Bhavans A H wadia high school
Andheri west04-1995
Skills
Operations Management
People Management
Project Management
Sales & Marketing
Recruiting Manpower
Data Analytics
Conflict Management
Escalation Handling
Sharing Best Practices
Acknowledging
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 and won 2nd prize. Played inter school and inter college cricket tournaments.
Personal Information
- Father's Name: Nazir Hussain
- Date of Birth: 12/18/79
- Gender: Male
- Nationality: Indian
- Marital Status: Married
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
Earlier Work Experience
- Apprentice Steward, Hotel The Lands' End, Bandra West, Bandra, Maharashtra, 2000-01-01, 2000-06-30
- Guest Relation Executive, Delhi Darbar Catering Service, 2000-07-01, 2002-07-01
Timeline
Team Manager - Operations
Concentrix
03.2025 - Current
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 Ceramics
05.2003 - 08.2013
Second year bachelor - commerce
Bandra Junior college for boys
Secondary School Leaving Certificate - undefined
Bhavans A H wadia high school
Bachelor - commerce
Ismail Yusuf College