Mohan Rao Jejji
Assistant Manager Operations
Hyderabad
Summary
Assistant Manager (Operations) leading contact center teams across SLA delivery, quality, and compliance. Manages 60-90 agents, improves AHT through time-and-motion studies, and supports client reviews with actionable glidepath updates. Drives process transitions, performance coaching, and corrective action to protect service levels and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Assistant Manager
StarTek
02.2025 - Current
- Lead daily team huddles to align priorities, review performance expectations, and remove operational blockers.
- Monitor customer interactions to reinforce quality standards and support consistent service delivery across the team.
- Review recurring process gaps and coordinate corrective actions with internal stakeholders.
- Prepare regular performance reports to track team output, service trends, and escalation patterns.
Assistant Manager (operations)
Tele performance Global india pvt ltd
11.2022 - 01.2025
- Manage teams of 60-90 agents while maintaining quality service delivery and SLA adherence.
- Implement process improvement strategies by using time and motion studies to reduce average handling time.
- Track service level, answering level, CSAT, resolution rate, and quality performance to support client KPI delivery.
- Lead multiple process transitions, coordinating timelines, minimizing disruption, and improving team collaboration and productivity.
- Identify performance issues, build action plans, and apply corrective action, including termination when required.
- Run daily, weekly, monthly, and quarterly review meetings, presenting glidepath recommendations and MTD and FTD actions for outlier performance.
- Coordinate supervisor coaching, conduct SLP meetings, and participate in compliance forums to reinforce quality control procedures and regulatory adherence.
Team Leader and SDA ( security data analyst)
Tele performance Global india pvt ltd
04.2019 - 11.2022
- Managed 15-20 associates across attendance, workload, and policy compliance in inbound operations.
- Coached direct reports weekly to improve performance and meet team metrics consistently.
- Addressed underperformance by creating action plans, applying corrective measures, and escalating termination decisions when required.
- Monitored service delivery against contractual KPIs and financial expectations for Flipkart inbound operations.
- Provided subject matter expertise on escalated customer calls and resolved complex issues promptly.
- Led team meetings, shared timely updates, and created an open forum for input and alignment.
- Scheduled team activities and organized daily work plans to support smooth operations.
Telemarketing Executive
Matrimony.com
12.2018 - 03.2019
- Assessed customer needs through targeted questioning and recommended products aligned with individual requirements.
- Delivered tailored sales pitches that matched prospect interests and addressed objections with a clear value proposition.
- Negotiated contracts with key clients to close deals and contribute to revenue growth.
- Applied performance analysis and reporting to refine call approach, using process improvement strategies to strengthen follow-up discipline.
Emergency Responsive Officer
GVK EMRI
07.2018 - 11.2018
- Coordinated emergency dispatch to the nearest ambulance and hospital, reducing response delays for distressed callers.
- Relayed police and fire calls to nearby stations, supporting fast escalation and cross-agency communication.
- Reviewed pending cases, analyzed call information, and resolved open records through accurate follow-up.
- Recorded ambulance fuel usage and vehicle maintenance details to support operational tracking and reporting.
- Supported inbound and outbound call center operations for the Telangana State Government Animal Husbandry depot's Mobile Veterinary Clinic.
Education
Bachelor of Technology - Information Technology
Jntu hyderabad
hyderabad06-2012
Skills
- Process improvement strategies
- Stakeholder management
- Performance analysis and reporting
- Team training
- KPI setting
- Quality control procedures
- Service level management
- Escalation management
- Root cause analysis
- Process audits
Timeline
Assistant Manager
StarTek
02.2025 - Current
Assistant Manager (operations)
Tele performance Global india pvt ltd
11.2022 - 01.2025
Team Leader and SDA ( security data analyst)
Tele performance Global india pvt ltd
04.2019 - 11.2022
Telemarketing Executive
Matrimony.com
12.2018 - 03.2019
Emergency Responsive Officer
GVK EMRI
07.2018 - 11.2018
Bachelor of Technology - Information Technology
Jntu hyderabad