As an experienced Operations Team Lead with 6 years in the BPO industry, I specialize in driving operational efficiency, team management, and customer satisfaction. My journey has equipped me with a strong foundation in managing cross-functional teams, streamlining processes, and exceeding business objectives.Throughout my career, I have consistently delivered results, such as:Implementing a compliance training program that reduced errors by 30% within 2 months.Achieving 98% SLA adherence and driving a 20% increase in quality scores through targeted coaching and streamlined processes.Spearheading performance evaluation systems and training programs, which led to significant improvements in team productivity and employee engagement.Team Management & Development: Leading, coaching, and mentoring teams to meet business goals.Data Analysis & Reporting: Leveraging tools like MS Excel, Power BI, and CRM systems to analyze metrics, identify trends, and report insights.Process Optimization: Implementing continuous improvement initiatives, reducing escalations by 35%, and increasing CSAT scores by 21%.Customer Success & Compliance: Ensuring high service quality while adhering to industry standards and company policies.My passion for operational excellence and ability to adapt to fast-paced environments has enabled me to help teams meet and exceed targets.
-
Operations Team LeadStudyinGurugram, Hr, In
-
Operations Team LeadSi-Uk Global Nov 2022 - PresentGurugram, Haryana, IndiaEstablished a regular audit process for quality metrics, ensuring close monitoring of performance standards, resulting in a 20% increase in call quality and 90% productivity levels.Reduced call handling and customer resolution errors by 30%. Implemented a targeted coaching program and performance evaluation system, resulting in a 35% decrease in escalations and 20% increase in quality scores.Developed and implemented a lead tracking system to improve the UK and Ireland team’s conversion rate by 25% within a quarter, exceeding quarterly targets and resulting in a 15% increase in process revenue.Developed a clear and actionable presentation using MS PowerPoint to communicate quarterly performance metrics and objectives, increasing team understanding by 95% and engagementDirected a 10-member cross-functional team to deliver a large-scale client project within a 40% shorter timeframe than initial estimates, ensuring 100% client satisfaction and securing 50% increase in future business opportunities. -
Operations Team LeadRadical Minds Technologies Pvt. Ltd. Feb 2022 - Aug 2022IndiaReduced high attrition (12%) and shrinkage rates (20%) with targeted interventions, limiting team capacity losses and minimizing 98% TAT increase.Transformed customer handling times by implementing a continuous improvement program, reducing increases by 20% and resulting in a 15% decrease in customer handling time and 10% improvement in turnaround time.Developed a growth mindset initiative, engaging 40% of team members in skill assessments and workshops, resulting in a 30% increase in employee engagement and a 20% reduction in turnover.Successfully produced a comprehensive report on team productivity and performance metrics, resulting in a 25% increase in presentation clarity and effectiveness. Led the creation of a clear and concise MS PowerPoint presentation that effectively communicated key metrics, including call handling time, response rates, and CSAT scores. -
Operations Team LeadTech Mahindra Aug 2019 - Dec 2021Kolkata, West Bengal, IndiaImplemented a talent development strategy that identified 10 high-potential associates and crafted personalized plans to build on their strengths and address areas for improvement. Led training sessions and leadership programs to prepare associates for management roles, resulting in the promotion of 2 team members to QA and Team Leader positions. Regularly reviewed progress during performance evaluations and adjusted goals to ensure continuous growth and development.Developed a data-driven report in MS Excel and PowerPoint to clearly communicate 97% SLA adherence and 85% customer satisfaction scores to clients, resulting in a 40% contract extension due to enhanced trust and streamlined future goal discussions.Conducted a thorough audit to identify compliance gaps and prevent potential penalties. Implemented a comprehensive training program, resulting in 100% compliance with internal and external audits. -
Customer Service RepresentativeTeleperformance Jul 2018 - Aug 2019IndiaAchieved consistent targets with a CSAT of 90% and RR of 80%, and was recognized as the top performer in my team.Always helped my manager to analyze the reasons for DSAT, which improved the team's performance by 25%.Faced low team morale during huddles; implemented engaging presentations and training, boosting participation by 30%.
Puja Saha Education Details
-
Mathematics
Frequently Asked Questions about Puja Saha
What company does Puja Saha work for?
Puja Saha works for Studyin
What is Puja Saha's role at the current company?
Puja Saha's current role is Operations Team Lead.
What schools did Puja Saha attend?
Puja Saha attended Calcutta University, Kolkata.
Not the Puja Saha you were looking for?
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial