Vijo Mathew Varghese
Mavelikara
Summary
Results-oriented Operations and Customer Service Leader with 18 years of experience in contact center environments. Expertise in managing multi-region operations, large teams, and KPI governance. Skilled in process improvement, revenue tracking, and stakeholder management. Known for building high-performing teams and enhancing customer experience.
Overview
3
3
Languages
6
6
years of post-secondary education
20
20
years of professional experience
Work History
Senior Team Manager – Operations
Sutherland Global Services
Cochin
10.2022 - Current
- Lead operations across 7 countries/regions and 5 processes, with 45 consultants indirectly reporting and 4 direct reportees.
- Led a Green Belt project focused on reducing NFCR and increasing FCR, which helped reduce TTR and escalations.
- Ensured operational hygiene and governance by generating and delivering reports on time while aligning compliance metrics with policy.
- Prepared and facilitated QBR data, supported client visits, and maintained strong relationships with cross-functional departments to enhance collaboration.
- Creating real-time performance reporting for management and participating in weekly RP calls.
- Functioned as the main contact for AWS configurations, provisioning, access-related questions, and Prohance queries, and handled multiple reports, such as HC reconciliation, KPI data, and Tachyon.
- Supported automation initiatives to enhance efficiency and reduce manual workloads. and other process projects within the line of business.
- Actively participate in CSR initiatives and facilitate selected activities.
Team Manager – Operations
Sutherland Global Services
Cochin
10.2020 - 10.2022
- Managed team performance and daily task delivery to ensure accurate operational reporting and effective management reviews.
- Prepared daily reports to inform WBR/MBR governance and facilitate operational decision-making.
- Supported AWS configuration/provisioning and acted as POC for access and Prohance queries to streamline operations.
- Supported AWS configuration/provisioning and served as POC for access and Prohance-related queries.
Assistant Manager – Operations
Astro Vision Future Tech Pvt. Ltd.
Cochin
12.2018 - 09.2020
- Led voice and non-voice operations, enabling teams to meet productivity and revenue targets.
- Led voice and non-voice operations, support teams to achieve productivity and revenue targets.
- Conducted quarterly competitor analysis, delivering insights and strategic recommendations to management.
- Managed shrinkage and attrition, implemented pre-shift huddles, and enhanced cross-functional coordination.
- Headed offline marketing, including new proposals, tie-ups and implementation.
- Facilitated employee engagement initiatives, ensuring consistent communication and support within the organization.
Team Manager – Operations
Sutherland Global Services
Cochin
09.2015 - 03.2018
- Managed chat-process teams, coaching employees to consistently meet performance targets.
- Prepared productivity reports, tracking team performance while communicating progress, issues, and training needs to management.
- Facilitated retention efforts by managing various leave types and addressing attrition to maintain team stability.
- Managed leave, comp-off, unscheduled leave, attrition and retention.
- Coordinated weekly employee engagement activities with other team managers to enhance team morale.
- Recognized with the Best Improved Team awards in 2016 and 2017.
Assistant Manager – Operations
Vertex Customer Solutions Ltd.
Cochin
11.2012 - 09.2015
- Managed 8 Team Leads overseeing a total consultant strength of 140.
- Monitored staffing, productivity, quality, process implementation, and turnaround times to ensure operational effectiveness.
- Oversaw leave management processes to maintain operational efficiency., comp-off, unscheduled leave, attrition, and retention strategies through Team Leads to maintain workforce stability.
- Led training, development and performance coaching for Team Leads and consultants.
- Oversaw inbound and outbound contact-center campaigns, driving engagement in prepaid and postpaid telesales initiatives.
- Represented Operations in monthly business reviews with clients.
- Progressed from inbound operations to outbound operations as a Team Leader and achieved a ₹40 lakh revenue milestone through data upselling.
Process Lead – Operations / Quality Analyst / Consultant–SME
Firstsource Solutions Ltd.
Cochin
02.2007 - 10.2012
- Conducted call audits, calibrations, dip checks, role plays, and managed quality MIS.
- Audited calls, conducted calibrations, dip checks, role plays, refresher training, and managed quality MIS to enhance overall quality assurance processes.
- Selected multiple times as Best Quality Analyst and received client appreciation for identifying system/process gaps and providing quality insights.
- Facilitated project progress through collaboration and communication with stakeholders., cascaded product updates, prepared monthly review decks, tracked ZTP, monitored real-time queues, and addressed client escalations to ensure operational efficiency.
- Maintained leave planning, shrinkage, and attrition trackers, and prepared RAG status reports for management oversight.
- Progressed through Consultant/SME, Quality Analyst and Process Lead roles, including promotion to Quality Analyst in 2009 and Process Lead in 2010.
Education
Graduate Diploma - Business Management
National Institute of Management
Ernakulam, India 03.2011 - 03.2013
B.Tech - Information & Technology
College of Engineering Karunagappally
Karunagapally 06.2002 - 01.2006
Skills
- Operations & Service Delivery
- Contact center operations
- Operational Strategy
- Performance management
- Process improvement
- Data analysis
- Quality audits
- Reporting metrics
- Workforce management
- Change management
- Stakeholder management
- Team Leadership & People Development
- Coaching feedback
- Customer & Client Escalation Management
Certifications Training
- T.T.T & T.T.Q Certified – Vodafone
- Green Belt Training Completed
- Managerial Excellence Certification Program – Sutherland Global Services
- Performance Feedback Conversation – Sutherland Global Services
- How to Deliver Productive Feedback – Sutherland Global Services
Additional Value
- T.T.T & T.T.Q Certified – Vodafone
- Green Belt Training Completed
- Managerial Excellence Certification Program – Sutherland Global Services
- Performance Feedback Conversation – Sutherland Global Services
- How to Deliver Productive Feedback – Sutherland Global Services
Personal Information
- Date of Birth: 11/27/84
- Gender: Male
- Marital Status: Married
Languages
- English
- Malayalam
Leadership Operations Strengths
- T.T.T & T.T.Q Certified – Vodafone
- Green Belt Training Completed
- Managerial Excellence Certification Program – Sutherland Global Services
- Performance Feedback Conversation – Sutherland Global Services
- How to Deliver Productive Feedback – Sutherland Global Services
Professional Highlights
- T.T.T & T.T.Q Certified – Vodafone
- Green Belt Training Completed
- Managerial Excellence Certification Program – Sutherland Global Services
- Performance Feedback Conversation – Sutherland Global Services
- How to Deliver Productive Feedback – Sutherland Global Services
Languages
English
First Language
Malayalam
Proficient
C2
Hindi
Elementary
A2
Timeline
Senior Team Manager – Operations
Sutherland Global Services
10.2022 - Current
Team Manager – Operations
Sutherland Global Services
10.2020 - 10.2022
Assistant Manager – Operations
Astro Vision Future Tech Pvt. Ltd.
12.2018 - 09.2020
Team Manager – Operations
Sutherland Global Services
09.2015 - 03.2018
Assistant Manager – Operations
Vertex Customer Solutions Ltd.
11.2012 - 09.2015
Graduate Diploma - Business Management
National Institute of Management
03.2011 - 03.2013
Process Lead – Operations / Quality Analyst / Consultant–SME
Firstsource Solutions Ltd.
02.2007 - 10.2012
B.Tech - Information & Technology
College of Engineering Karunagappally
06.2002 - 01.2006