Bengaluru, Karnataka, India
Results-driven and strategic Assistant Operations Centre Manager (ACCM) based in Bangalore, India, with a strong background in driving performance, fostering employee engagement, and ensuring client satisfaction across dynamic back office and contact centre environments. With extensive experience in the BPO industry, I specialise in managing high-performing teams, streamlining processes, and optimising operational metrics to meet and exceed KPIs. I am dedicated to building positive work cultures, guiding teams to achieve top customer service standards, and enhancing productivity across functions. Currently leading an on-site team of skilled Team Leaders, I ensure that all client and operational metrics—such as service levels, customer satisfaction, and attrition—are consistently met. I am deeply committed to innovation in customer experience management, providing ongoing support and development to my team, and driving continuous improvements for maximised client outcomes.
Operational Leadership: Oversee daily operations of multifunctional back office and contact centre teams to deliver exceptional customer service and meet operational KPIs. Team Empowerment & Development: Lead and mentor Team Leaders through regular coaching, reviews, and appraisals to foster engagement, skill-building, and succession planning. Client & Stakeholder Management: Maintain strong relationships with stakeholders and participate in client-facing meetings, providing data-driven insights to support business reviews and site visits. Performance Optimisation: Implement strategies to maximise productivity, minimise cost leakages, and achieve KPIs, including customer satisfaction (CSAT), absence, attrition, and engagement scores. Ethical Leadership & Compliance: Promote a high standard of integrity, security, and data protection; ensure compliance with Teleperformance values and health and safety standards. Engagement & Recognition Initiatives: Foster an inclusive, high-engagement culture that recognises and rewards team accomplishments, driving motivation and team morale.
Driving Excellence in Team Performance & Customer Satisfaction | OLA Cabs SRT Process As an Assistant Manager in Operations, I manage day-to-day activities, ensuring high standards in team performance, customer service, and revenue protection. I lead a dedicated team, closely monitoring KPIs such as service levels, TAT, FTR, and CSAT to consistently meet and exceed operational targets. My responsibilities include scheduling, evaluating team performance, and collaborating with HR, training, quality, and WFM teams to ensure smooth processes aligned with company SOPs. I also oversee regular performance reviews, assist supervisors with complex issues, and present weekly, monthly, and quarterly performance insights to drive strategic improvements. My focus on operational excellence has enhanced both team efficiency and customer satisfaction.
Customer Experience & Escalation Management | Enhancing Performance & Reducing Escalations | OLA Cabs As a Team Leader at ANI Technologies (OLA Cabs), I drove customer experience improvements and managed team performance to meet high service standards. My role involved developing data-backed strategies to resolve customer issues, reduce ticket volume, and elevate overall satisfaction. I managed escalations, ensured timely resolutions, and fostered a collaborative, motivational environment. I provided regular coaching, identified training needs, and closely tracked performance metrics through interval and end-of-day (EOD) productivity reports. By analysing team data and making informed adjustments, I ensured service levels consistently met targets, achieving both operational excellence and a high standard of customer care.
Safety Supervisor | Customer & Driver Safety Management | Expert in Escalation Handling & Resolution | OLA Cabs As a Safety Supervisor at ANI Technologies (OLA Cabs), I focused on managing safety-related issues for customers and driver partners, overseeing high-priority cases including CEO and social media escalations, police communications, and national consumer forum complaints. My role involved close coordination with the legal team to ensure compliant and effective handling of sensitive cases. I supervised team operations by monitoring group mailboxes, delegating tickets, and ensuring timely resolution within TAT. Additionally, I provided mentorship for new hires to support a seamless transition to the floor. My commitment to operational safety and thorough escalation management contributed to a safer, more reliable customer experience.
Client Advisor | Immigration Consultancy | Expert in Client Support & Immigration Processes As a Client Advisor, I guided clients through complex immigration processes, assessing eligibility and advising on the most suitable immigration pathways based on individual needs. My responsibilities included preparing and submitting applications, assisting with documentation, and providing support for interviews and hearings as needed. I stayed current with immigration laws and regulations to ensure accuracy and effectiveness in all applications.