---
title: "Sheraz .. - Team Lead in Bengaluru | Tal"
description: "Meet Sheraz .., Operations Team Lead | Customer Experience & Technical Support | Workforce Management | Sales Management based in Bengaluru. AI stack includes claude."
image: "https://tal.club/meet/sheraz/share-image"
---

# Sheraz \.\. on Tal

## 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

[View the original profile](https://tal.club/meet/sheraz)

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