Raghupati Biswanath Behera
Operation Team Leader
Hyderabad
Summary
Highly experienced professional with 9 years of expertise in the international and domestic BPO industry. Developed a niche in effectively managing stakeholders globally, including clients from the USA, Philippines, and India. Excelled as an Operation and Quality Team Lead, overseeing service delivery management, leadership, training and quality management, coaching and development, stakeholder management, queue management, resource optimization and utilization, risk management, continuous improvement, team management, performance management (PIP), as well as metrics and KPIs.
Overview
10
10
years of professional experience
6
6
Certifications
Work History
Customer Service Team Lead
DAZN
8 2024 - Current
- Managing Queue to ensure adherence of FRT & no impact on Business
- Effectively conduct monthly 1X1 to share their performance & way forward
- Performing daily supervisor tickets to review and give accurate information for escalated issues
- Daily/Monthly Checking the Agent wise performance & validate the same if any discrepancies
- Real time Monitoring to meet daily/weekly/monthly SLAs
- Preparing score card for the team to monitor weekly/monthly ranking.
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use
- Escalated issues to proper supervisors when standard processes were not effective
- Coached new team members on service techniques and provided scoring through quality assurance program
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns
Operation Team Leader
Wipro
01.2021 - 08.2024
- Managing BCP to ensure adherence & Impact on Business
- Identify Potential Risks by Performing & Focusing on the Root Cause Analysis (RCA) by using QC Tools
- Evaluating & Conducting Audits and to ensure adherence to Quality Standards and Policies, Quality Metrics for Performance & Process Improvement
- Implemented Performance Improvement Plan (PIP) for both Individual & Team to increase Process efficiency & Team Productivity
- Performing Risk Management by Analysing Report & Performance & Using Flowcharts and Diagrams
- Identify and Mitigate Operational Risks & ensuring Team Performance, Process Improvement, Quality Scores & Accuracy, Compliance & Industry Regulations are adhered, Maintained and is being Monitored
- Queue Management for Effective Resource Utilization
- Designing various Line of business (LOB) KPI & Conduct regular Process Reviews and Implement Changes as needed
- Shrinkage and Attrition Management & Preparing weekly Roster for Team
- Preparing Reports on Performance & Metrics, KPIs Shrinkage, Attrition, for Management by using Quality Tools & Techniques such as Checklists and Questionnaires, 5 Why Analysis, Histograms, Pareto Analysis
- Analysing Dispute & providing Effective Resolution to the concerning Team
- Preparing Weekly Business Review (WBR), Monthly Business Review (MBR) & Quarterly Business Review (QBR) reports & Presenting to Stakeholders
- Performing Feedback Management , by Coaching providing Constructive Feedback, Actionable Feedback to Direct Report Positions to ensure satisfactory performance according to Service Level Agreement (SLA)
- Managing Day-to-Day Operations, Team management, Business Transitions, SLA & Stakeholder Management & Measuring Outcome
- Staffing projections on weekly basis to meet weekly Billing Heads & Optimum Resource Utilization & maintaining Weekly & Monthly required Billing Heads
- Responsible for hiring’s Quality Auditors, Managing & ensuring New Joiners Process Training
- Performing Real Time Monitoring of Process & Performance
- Managing Daily Operations to ensure Efficiency and Productivity, Implement and Monitor Standard Operating Procedures (SOPs) to maintain Operational Excellence
- Develop and Implement Operational Strategies aligned with business objectives
- Coordinate with various Departments such as Administrative, IT & HR to ensure seamless Operations
- Conduct Regular Team Meetings and Performance Reviews & Sending Team along with Individual Performance report on Weekly Basis
- Provide Accurate and Timely Reports to Stakeholders & Analyse data to drive business decisions and Improve Operation
- Shrinkage and Attrition Management , Team specific Attrition & Absenteeism Management
- Developed and implemented strategies to minimize Shrinkage and Employee Attrition
- Assist & Provide Support to other Team Leaders in addressing any team-related challenges and improvements
- Developed and implemented Training Plan for Team Members & Conducting regular Coaching &Monitoring, Mentoring, Feedback sessions
- To Achieve the vision of Core values of the Stakeholders, Conducting Regular '1-1-1'.
- Implemented process improvements that resulted in reduced errors, faster turnaround times, and enhanced overall service levels
- Improved operational efficiency by streamlining processes and implementing innovative solutions
Operation Team Leader
Conneqt Business Solutions
04.2017 - 12.2020
- Worked as a L2 Service Desk Team Leader - Operation for a Domestic Client in social media - Prepaid & DTH LOBs in Tele Communication
- The process is working on Live tweets from X (formally named as Twitter) & Facebook to understand customer issues & respond as per policy or escalate to respective regions for closer
- Responsible for Managing 20 Associates in L2 Desk for Prepaid & DTH LOBs
- Managed for BCP plan during Pandemic to Minimize impact on Business
- Prepared Weekly Roster for entire Team with Maintaining 10% Shrinkage
- Preparing Daily Reports on Pending Cases to Stakeholders and Respective Regions for Closer
- Analysis on Low C-SAT for each Tweets & Provided Coaching, Mentoring & Feedbacks Sessions for Process Improvement
- Provided Monthly PMI Parameters Validation for Entire Team
- Conducting Regular '1-1-1' with the Teams to Achieve Business Objectives
- Cascaded Process Updates to the Team
- Effective Management of Queues to meet Daily, Weekly & Monthly Service Level Agreement (SLA)
- Follow up with Respective Regions for closing the Critical Cases
- Monitor and analyze shrinkage and attrition data to identify trends and areas for improvement
- Ensure high levels of customer satisfaction through excellent service and efficient operations
- Conduced training, coaching, and initiate develop team members to improve performance and skills
- Initiated Process Improvement Strategies & Implemented Performance Improvement Plan (PIP) to Reduce Average Handling Time (AHT) & increase Productivity.
Tele Marketing Executive
Mother International Export ( Formerly Bharti Uniform )
11.2014 - 12.2016
- Supporting as Tele Marketing Executive to check requirement of school/college uniforms & process the order with end to end until delivered.
Education
12th Intermediate - Science (PCMB)
F.M Junior College
Odisha03.2008
Balasore Zilla Scool
Odisha 04.2001 -
Bachelor of Technology - Electronics And Communications Engineering
Balasore College Of Engineering & Technology
Odisha 04.2001 -
Skills
- Team Management
- Customer Service
- Customer service excellence
- Customer Satisfaction
- Escalation Handling
- Team Collaboration
- Quality Control
- Data Management
- Performance Evaluation
- Technical Support
- Problem-Solving
- Team Building and Motivation
Certification
Project Management 101
Accomplishments
- Received three times Client Appreciation for managing the business smoothly & Collaborate working.
- Received 2 times best Team Leader award for Maintaining the Performance
- Managed well Work from Home (WFH) effectively during Covid Pandemic.
- Worked on Up-skilling session & resource utilization effectively
- Team Performance & Quality Score Maintained above 95% as an average performance for the team in all categories
- 0% attrition rate in Q3 2022
- Certified with PS1 certification from Centum Learning Center – 2018
- Received best Team Leader Award for two times – 2019
- Conducted 02 training batches with minimal attrition
- Rewarded by the HR team with 0% attrition consecutively for 6 months – 2019
Profile Snapshot
A seasoned professional with 9 years of experience in both International & Domestic BPO Industry, Niche experience in handling Stakeholders Globally USA, Philippines and Indian Clients. Rich and varied experience as Operation & Quality Team Lead in Service Delivery Management, Leadership, Training & Quality Management, Coaching and development, Stakeholder Management, Resource Optimization & Utilization, Risk Management, Continuous Improvement, Team Management, Performance Management PIP, Metrics & KPIs.
Languages
English
Upper intermediate (B2)
Hindi
Upper intermediate (B2)
Timeline
Operation Team Leader
Wipro
01.2021 - 08.2024
Operation Team Leader
Conneqt Business Solutions
04.2017 - 12.2020
Tele Marketing Executive
Mother International Export ( Formerly Bharti Uniform )
11.2014 - 12.2016
Balasore Zilla Scool
04.2001 -
Bachelor of Technology - Electronics And Communications Engineering
Balasore College Of Engineering & Technology
04.2001 -
Customer Service Team Lead
DAZN
8 2024 - Current
12th Intermediate - Science (PCMB)
F.M Junior College
Project Management 101
ITIL 4 Training has Completed
Wipro Art of Business Communication (Sep-2023)
Basics of Lean Six Sigma (Wipro Oct-2023)
PS1 (Centum learning center-2019)
TTT certified (Centum learning center - 2019)
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