Venkatesh Sargunan
Chennai
Summary
Dynamic Intraday Manager at Intouch CX with a proven track record in optimizing staffing and enhancing SLA delivery. Expert in process improvement and client relationship management, I led initiatives that significantly improved operational efficiency and decision-making. Skilled in analytical thinking, I fostered team development and drove impactful projects that strengthened governance and collaboration.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Intraday Manager
Intouch CX
Hyderabad
09.2022 - Current
- Managed intraday operations in a high-volume GCC environment, ensuring optimal staffing and SLA delivery.
- Established strong client relationships by presenting data-driven insights and weekly performance narratives.
- Aligned partner/vendor alignment on staffing, outage handling, and recovery strategies, reducing operational disruptions and maintaining business continuity through continuous communication.
- Demonstrated effective time management by balancing live operations and reporting without sacrificing service levels.
- Led and developed a team of analysts through structured coaching, skill development, and performance guidance, ensuring strong operational rigor, analytical accuracy, and consistency in real-time decision-making.
- Executed intraday reforecasting based on real-time trends, delivering accurate staffing recommendations.
- Drove initiatives to improve adherence accuracy and reduce intraday variance, enhancing SLA predictability.
- Headed multiple successful projects such as MBR/WBR revamps and streamlined processes and workflows that led to improved clarity in business insights, strengthened governance, faster decision-making, and tighter alignment between WFM, operations, and client stakeholders
Associate Manager - WFM RTA
Sutherland Global
Kochi
08.2007 - 08.2022
- Conducted weekly staff meetings to motivate personnel and address concerns while evaluating progress toward goals.
- Automated report generation by identifying repetitive reports that consumed excessive time.
- Managed real-time inbound call traffic across multiple contact center locations for Voice and Chat channels.
- Coordinated project timelines and resources to ensure timely completion of tasks.
- Implemented process improvements to streamline workflows and increase efficiency.
- Analyzed performance metrics to identify areas for operational enhancement.
- Facilitated conflict resolution among team members to promote a positive work environment.
Advertising Coordinator (Contractual/Part time)
Quantum Advertising Solutions
Chennai
09.2005 - 07.2007
- Coordinated advertising displays at Chennai airport, managing timely updates for hoards and stickers. Ensured trolleys were organized for client inspections, adapting to scheduling challenges.
- Developed effective time management skills in high-pressure environments.
- Handled unexpected client inspections during peak times, optimizing trolley availability.
Education
Diploma in Computer Technology
CNPT
10.2002 - 06.2005
SSLC - 10th Standard
Corley Hr. Secondary School
Chennai, India 06.2001 - 04.2002
BBA - Finance Management
Albedo School of Business Management
Kochi, India04-2015
Bachelor Preparatory Programme - Pre Degree
Albedo School of Business Management
Kochi, India05-2012
Skills
- Staff management & Team leadership
- Process improvement
- Client relationship management
- Resource allocation & Time management
- Effective communication
- Analytical thinking & Decision making
- Cross-functional teamwork & Vendor management
- Process improvement & operational efficiency
- Cross-functional communication & stakeholder management
- Training & Development & Succession planning
Accomplishments
Top Performing Manager Award for Q3 2024 and Q2 2025.
Languages
English
Upper Intermediate (B2)
B2
Hindi
Elementary (A2)
A2
Tamil
Proficient (C2)
C2
Malayalam
Advanced (C1)
C1
Timeline
Intraday Manager
Intouch CX
09.2022 - Current
Associate Manager - WFM RTA
Sutherland Global
08.2007 - 08.2022
Advertising Coordinator (Contractual/Part time)
Quantum Advertising Solutions
09.2005 - 07.2007
Diploma in Computer Technology
CNPT
10.2002 - 06.2005
SSLC - 10th Standard
Corley Hr. Secondary School
06.2001 - 04.2002
BBA - Finance Management
Albedo School of Business Management
Bachelor Preparatory Programme - Pre Degree
Albedo School of Business Management