Headline

Operations Team Lead | Customer Experience & Technical Support | Workforce Management | Sales Management

About

Operations Team Lead with 3 years in BPO technical support, managing a 17-member team at 247.AI. Drove a 12.87% improvement in FCR and 15.54% in IR while sustaining 3.25% attrition. Awarded Best Team Leader among 13 peers. Expertise in performance analytics, workforce management, and executive reporting via Excel and Power BI.

Location

Bengaluru

AI stack

claude

Work experience

Team Lead at KG Invicta Services (KGiS), Jul 2026 - Present · 3 mo, Bengaluru, Karnataka, India, Leading a high-performing sales team in a target-driven and KPI-focused environment, responsible for driving sales performance, revenue growth, productivity, customer satisfaction, and operational efficiency. Roles & Responsibilities - Lead and manage a target-driven sales team to achieve daily, weekly, and monthly business targets. - Drive key KPIs including SCR, SCH, CSR, conversion, productivity, revenue, attrition, and shrinkage. - Monitor team performance through MIS, dashboards, KPI analysis, and daily performance reviews. - Conduct sales coaching, call monitoring, feedback, and performance improvement plans. - Drive sales conversion, revenue growth, cross-selling, upselling, and customer satisfaction. - Manage attrition, shrinkage, attendance, and productivity to ensure operational efficiency. - Ensure adherence to sales processes, SOPs, quality standards, and compliance

Operations Team Lead at [24]7.ai, Apr 2023 - Jun 2026 · 3 y 2 mo, Bangalore, • Sustained 3.25% team attrition against a BPO industry average of 40– 60%, retaining 16 of 17 advisors annually and eliminating the cost and disruption of constant rehiring. • Drove a 12.87% increase in FCR and a 15.54% improvement in IR across a 17-member team through structured coaching cycles, weekly RCA reviews, individual accountability frameworks, and process redesign. • Resolved 100+ critical customer escalations as the team's final point of escalation, maintaining an 85% resolution rate and reducing repeat contacts. • Developed executive-level dashboards in Excel and Power BI, enabling leadership to monitor performance trends and make proactive decisions. • Coached 10+ advisors through structured 1:1 sessions and career pathing, achieving 100% retention within the mentored group and building a ready internal pipeline for team lead succession. • Awarded Best Team Leader among 13 team leaders for achieving top performance in FCR, IR, and customer experience metrics.

Education

Bachelor of Business Administration - BBA, Business Administration and Management, General, The ICFAI University, Tripura