Anirudh Roy

Managed a team of 10 operation executives for inbound calls and conducted training sessions for new executives. Oversaw a team of 5 executives for catalog management and creation, while also handling D-1 reports, roster, and leave management. Coordinated with tech and sales teams, and managed escalation cases from various channels to maintain brand value.

Managed a team of 25-30 executives, including Assistant Team Leaders, for Airtel Payment Bank escalation desk. Published daily and hourly reports for internal and external stakeholders, and managed shrinkage and attrition for workforce efficiency. Conducted weekly training and quality sessions, prepared MTD data, and monitored RTM and hourly production.

Responsible for roster planning, shrinkage, and attrition management, while also overseeing key performance indicators like ART, FRT, Reopen, and Resolved percentages. Conducted daily briefings, self-productivity audits, and provided hourly feedback to outbound associates. Shared daily D-1 performance reports and assisted in refresher training sessions.

Planned and handled NHT batches for both email and outbound verticals, and conducted daily sessions to update the team on ongoing changes. Modified SOPs and process handling as per updates, and performed daily hygiene audits. Coordinated with external teams to improve process handling and to increase merchant satisfaction.

Responded to customer emails with accurate and helpful information, escalating complex or unresolved issues to the appropriate team. Followed templates and SOPs while maintaining a human tone, and updated CRM/ticketing systems with case details and resolutions. Monitored personal queues, ensured SLA compliance, and handled follow-ups for end-to-end resolution.