Biju Thomas Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

- Leading Sprinklr's global product support operations, with ~100+ HC; Standard & Platinum support operations focusing on building an operating rhythm- Measure success via CX, SLA delivery & resolution speed / efficiency- Implemented command center to monitor product operation and bring focus on critical high impact cases; Currently this is an offer 'Mission Critical Support' (MCS) for Sprinklr customers- Catalyst enabling business transformation to build to scale & help elevate friction in delivery- Workin with cross functional teams from technical & process stand point to ensure we are operating in tandem and not in silos

Bengaluru, Karnataka, India

Chief of staff to the Head of India contact centers & Global Premium offering for Client Products- Build & execute the Annual Operating Plan for the organization; assess benefits / dis-benefits from external program / projects- Able to breakdown large complex problems into executable blocks & orchestrate execution- Govern the org. HC & operating spans for ideal efficiencies; Include hiring & HC deployment- Engagement with the programs office, Enable shift-left strategy & progress towards effective cost models- Team size: ~2500+; Engagement: Mid to Sr. level mgmt.; $35M Business operations

Bengaluru, Karnataka, India

Manager of Process engineering & sustain team supporting the US BusinessDrive efficiency + process building & deployment for the region- High level of leadership engagement to align strategy & operational adoption of new changes- Help identify & build operating design that is efficient, and customer focused – driving better KPI- Transition businesses across geographies, to enable cost saving & consistent KPI delivery- Span: ~1500 L1+ agents; Engagements: across levels;

Bengaluru, Karnataka, India

Overlooking WFM operations across multiple locations, covering APJ + AMER + UKI. Locations of operation included Dell owned @ Bangalore, Hyderabad, Gurgaon & Chandigarh, with partners located @ India & Philippines.- Resource & Capacity planning engagement, to future stated solve on forecasted vol.- Scheduling & planning resources for day on day Business operations- Planning for outage, holidays, events, trainings & BCP situations- Lead operations in exigency situations, working with cross functional team (facilities, security, site core-team, IT etc.,)- Team size: 30 HC; Overlooking operations for 3500+ L1 operations

Bengaluru, Karnataka, India

Multiple operational roles thru the 8+ yearsPart of BPI / 6Sigma projects; Lean implementation; Part of site and BU level changes- Operations Manager (KPI delivery focus)-- Managed 60 (30 + 30) specially identified low capability L1 agents-- Turned around performance to win the coveted Best CX performance team award for the year-- Success also means people moving to better roles, eventually- Executive Escalations Management (PM) (Operationalize execution)-- Overlook & guide the performance on executive level escalations-- Identify downstream gaps, build capability & identification to avoid escalations (or capture them early)-- More than 30% reduction in escalations, with a 2+ DPS & 3+ Caller program- Dispatch Review Team (Concept to deployment) (Solution, scale & benefits)-- 12 HC, with coverage over ~5000 Tech Support agents across sites & support regions-- Saved 25+% RDR with cost savings in the ~$10M in repeats saved-- Eventually scaled to a standard practice across all TS functions- Policy, L2 Support & DSP teams (Simplify & Eliminate, save cost)-- Managed ~20 L2 level specialized resources, covering 5000+ agents across network-- Streamline / clarify queries & feed into knowledge system, to eventually eliminate the support team; moved into agent self-help with existing coach / L2 support

Organizational Leadership

Activities and Societies: Educate . Develop . Grow . EmpowerAccelerated leadership development program

Bachelor Of Science (B.Sc.), Computer Science

Graduation in Computer Science

School