Imtiaz Husaini
About Candidate
Job Title: Team Operations Manager
Company: Tech Mahindra Ltd.
Main Activity of the Company:
Tech Mahindra is a leading global provider of business process outsourcing (BPO) and IT-enabled services, offering customer service, technical support, and business process optimisation solutions across industries.
Reporting Line:
Reports directly to the Operations Head / Senior Manager – Service Delivery.
Team Management:
Directly manages a team of customer service associates and complaint-handling specialists, with responsibility for performance, coaching, and development.
Key Responsibilities:
Lead voice-based complaint handling operations with a focus on technical and billing complaints.
Oversee day-to-day operations, ensuring timely resolution of escalations and service requests.
Monitor team performance, conduct appraisals, and implement coaching interventions to improve efficiency and quality.
Collaborate with cross-functional teams to streamline escalation processes and enhance complaint management systems.
Maintain compliance with quality standards, driving customer satisfaction and service excellence.
Deliver training sessions to upskill associates and foster a culture of continuous improvement.
Main Achievements:
Improved customer satisfaction scores by successfully driving timely and effective complaint resolution.
Enhanced complaint management efficiency by collaborating with multiple departments and redesigning escalation workflows.
Increased team productivity and service quality through focused coaching and skill development programmes.
Reduced errors and improved operational efficiency by implementing process optimisation initiatives.
