Open to opportunities

Birendra Jha

@birendrajha

Message

I lead customer support teams to improve quality, resolution speed, and customer satisfaction.

India

Message

What I'm looking for

I'm seeking a Team Leader or Operations Manager role where I can apply coaching, escalation management, and performance-management skills across a broader client base.

I'm leading a 12-person team supporting Airbnb’s global customer base at Teleperformance, improving QA scores from 85% to 94% and daily case-resolution throughput by 18%.

I reduced quarterly attrition by 20% through employee engagement, recognition programs, and career-development coaching. I was recognized as Best Team Leader for top NPS performance in July and September 2025.

I manage complex client-facing escalations, real-time queues, workforce allocation, schedule adherence, and peak-volume coverage. I also deliver operational reporting on NPS, CSAT, FCR, SLA compliance, shrinkage, and adherence to operations managers and client stakeholders.

Before becoming a Team Leader, I supported Airbnb customers directly through calls and messaging, building the support-operations and performance-metrics foundation that led to promotion within 13 months. My earlier work spans graphic design, IT consulting, web consulting, and sales.

Experience

Work history, roles, and key accomplishments

Current

Operations Team Leader - Customer Experience and Support Operations

Current

Teleperformance

Jan 2025 - Present (1 year 8 months)

Leading a 12-person team supporting Airbnb's global customer base. Improved QA scores from 85% to 94%, increased daily case-resolution throughput by 18%, and reduced quarterly attrition by 20% through structured coaching and engagement initiatives.