Hi, I’m
Vikram Singh Mankotia
Senior Team Leader
Gurgaon
Summary
As a seasoned Senior Team Leader in the BPO sector, I bring a wealth of 14 years' experience to the table, showcasing a proven track record of adaptability and rapid learning across various production operations. My professional journey is marked by a robust work ethic and exemplary leadership capabilities, underpinned by sharp problem-solving acumen. I pride myself on being an innovative leader, driven by results, and adept at discerning client requirements. Expert in navigating sensitive environments and scaling high-performing teams within reputed organizations including Genpact, IBM Daksh, Oyo and Concentrix.
Overview
15
years of professional experience
Work History
HclTech
Senior Team Leader
08.2025 - Current
Job overview
- Managed 35-member team of lawyers, quality analysts, and SMEs at HCLTech supporting Google’s global contract ecosystem.
- Oversaw complex contract negotiations, ensuring compliance throughout entire contract lifecycle. Maintained highest standards of accuracy in all contractual documentation and processes.
- Optimized collaboration between client and operational teams to boost efficiency.
- Optimized contact center operations exceeding key performance metrics (KPMs) and KRAs.
- Conducted weekly client calls to optimize processes and resolve policy gaps.
- Provided monthly and quarterly performance reports to clients highlighting key metrics.
- Partnered daily with workforce management (WFM) to monitor team's billable hours ensuring accurate client billing.
- Provided coaching and feedback to lowest-performing quartiles.
- To conduct root cause analysis for escalation using 5 whys.
Concentrix Malaysia
Content Moderation Team Leader
03.2022 - 08.2025
Job overview
- Led a 30-member Content Moderation team which includes Associate Team Leaders, support staff and content moderators fostering talent development and ensuring adherence to the highest quality standards.
- Streamlined contact center operations, exceeding Key Performance Indicators (KPIs) with effective strategic leadership.
- Conducted weekly client consultations to refine processes and bridge policy gaps.
- Presented in-depth weekly, monthly, and quarterly performance reports to clients, highlighting key metrics.
- Coordinated daily with Workforce Management (WFM) to monitor team's billable hours, ensuring accurate client billing.
- Developed and streamlined the new process within the LOB.
- Provided coaching and feedback to bottom quartiles.
- To prepare RCA for the escalation by using 5 whys.
- Budget Management & Resource Allocation.
Concentrix
Content Moderation Team Leader
09.2021 - 03.2022
Job overview
- Led a 30-member Content Moderation team which includes Associate Team Leaders, support staff and content moderators fostering talent development and ensuring adherence to the highest quality standards.
- Streamlined contact center operations, exceeding Key Performance Indicators (KPIs) with effective strategic leadership.
- Conducted weekly client consultations to refine processes and bridge policy gaps.
- Presented in-depth weekly, monthly, and quarterly performance reports to clients, highlighting key metrics.
- Coordinated daily with Workforce Management (WFM) to monitor team's billable hours, ensuring accurate client billing.
- Developed and streamlined the new process within the LOB.
- Provided coaching and feedback to bottom quartiles.
- To prepare RCA for the escalation by using 5 whys.
- Budget Management & Resource Allocation.
Oyo Homes and Hotels
Team Leader
05.2019 - 09.2021
Job overview
- Spearheaded a dynamic team of 20 members, ensuring optimal performance and addressing personnel issues effectively.
- Instrumental in developing a streamlined process for resolving guest email inquiries via Freshdesk.
- Consistently achieved daily and monthly Service Level Agreements (SLAs) to maintain high service standards.
- Successfully reduced First Response Time (FRT) by 60%, from 10 hours to an impressive 4 hours.
- Focused on continuous improvement by analyzing Business Quality (BQ) feedback and implementing strategic enhancements.
- Actively participated in client calls to discuss team performance, exchange innovative ideas, and overcome challenges, contributing to client success.
Concentrix India
Team Leader
12.2014 - 05.2019
Job overview
- Managing a team of approximately 25 people.
- Taking care of people issues, performance of the team.
- Meeting SLA defined by the client.
- Controlling attrition and managing team attendance on monthly basis.
- Working on KPI and KRA set by the client and the organizations.
- Supporting Team Members in managing the performance of their teams and resolve any challenges that they come across.
- Support the scheduling team to prepare the schedule for the LOB.
- BQ feedbacks and their improvement.
Genpact
Process Developer
06.2013 - 12.2014
Job overview
- Efficiently handled high-volume inbound and outbound calls, ensuring timely responses to customer inquiries.
- Expertly identified client needs, conducted thorough research on issues, and delivered effective solutions or alternatives.
- Maintained exceptional service levels by providing accurate information and demonstrating empathy, resulting in a supportive and valued customer experience.
IBM Daksh
Senior Practitioner
10.2011 - 06.2013
Job overview
- Managed technical project execution.
- Handle incoming calls.
Education
Government CollegeGurdaspur
Bachelor of Science
01-2011
Skills
People Management
KPI management
Contract Management
Drafting & Redlining
Workflow optimization
Project coordination
Quality assurance process
Data analytics
Client services
Timeline
Senior Team Leader
HclTech
08.2025 - Current
Content Moderation Team Leader
Concentrix Malaysia
03.2022 - 08.2025
Content Moderation Team Leader
Concentrix
09.2021 - 03.2022
Team Leader
Oyo Homes and Hotels
05.2019 - 09.2021
Team Leader
Concentrix India
12.2014 - 05.2019
Process Developer
Genpact
06.2013 - 12.2014
Senior Practitioner
IBM Daksh
10.2011 - 06.2013
Government College
Bachelor of Science