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Aniket Kher, team leader operations

Aniket Kher

team leader operations·Teleperformance - India

India

Bachelor's degree, Finance And Marketing

Work experience

Total years of experience: 6 years, 9 months

team leader operations

March 2021 - May 2024

Teleperformance - India

Mohali, India

March 2021 - May 2024

As a BPO Team Leader, I am responsible for leading a team of customer service representatives to ensure the smooth and efficient operation of daily processes within a high-paced call center environment. My role involves overseeing the performance of team members, ensuring they meet set KPIs, quality standards, and customer satisfaction targets. I am committed to fostering a supportive and motivating work environment that promotes productivity, collaboration, and personal growth. By conducting regular team meetings, performance evaluations, and coaching sessions, I help my team improve service delivery and develop their professional skills. I handle escalated calls and complex queries to ensure quick resolution and maintain customer trust. Monitoring real-time operations, I ensure adherence to schedules, minimize downtime, and manage resource allocation effectively to meet service level agreements. I collaborate closely with operations managers and quality assurance teams to analyze trends, generate reports, and implement process improvements. My responsibilities also include maintaining compliance with company policies, data security protocols, and industry regulations. I proactively communicate any challenges or updates to senior management, ensuring transparency and timely decision-making. I take pride in building a positive and energetic team culture, recognizing individual contributions and driving performance through goal-setting and rewards. My leadership is rooted in accountability, empathy, and a results-oriented mindset, allowing me to guide my team toward delivering exceptional customer service and achieving business goals. With strong interpersonal, analytical, and organizational skills, I strive to bridge the gap between frontline agents and management, ensuring alignment with client expectations and organizational standards.

Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Customer care executive

August 2018 - February 2021

Teleperformance india

Indore, India

August 2018 - February 2021

Handled customer inquiries, resolved issues, and provided product information with a focus on enhancing customer
satisfaction. Managed complaints effectively and maintained accurate records of interactions to ensure quality service delivery.

Company industry:
Business Process Outsourcing (BPO)

Customer care executive

June 2017 - April 2018

Hinduja global solution.

Indore, India

June 2017 - April 2018

Managed customer inquiries via phone and email, ensuring timely and accurate responses. Resolved complaints effectively,
maintaining high customer satisfaction. Updated customer database with relevant information and feedback.

Company industry:
Call Centers & Customer Care Outsourcing

Education

Dr apj abdul kalam university

June 2022

June 2022

Bachelor's degree, Finance And Marketing

India

Ramakrishna mission vidhya peth high secondary school

April 2017

April 2017

High school or equivalent, Commerce and mathematics

India

Skills

LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
E COMMERCE
Intermediate
E COMMERCE
Intermediate
MATHEMATICS
Intermediate
MATHEMATICS
Intermediate
OPERATIONAL PLANNING
Intermediate
OPERATIONAL PLANNING
Intermediate
TEAM MANAGEMENT
Intermediate
TEAM MANAGEMENT
Intermediate
INDIVIDUAL DEVELOPMENT PLANNING
Intermediate
INDIVIDUAL DEVELOPMENT PLANNING
Intermediate
MICROSOFT EXCEL
Intermediate
MICROSOFT EXCEL
Intermediate
EDITING
Intermediate
EDITING
Intermediate
COACHING
Intermediate
COACHING
Intermediate
Call Center
Intermediate
Call Center
Intermediate
Management
Intermediate
Management
Intermediate

Languages

English

Expert

Hindi

Native Speaker