Harjeet Singh
@harjeetsingh
Team Lead driving high-volume customer operations and content moderation across chat, email, and outbound.
IndiaWhat I'm looking for
I’m a dedicated, result-driven Team Lead with over 5 years of experience in high-volume customer operations, with a strong focus on multi-channel support (Chat, Email and Outbound) and Trust & Safety through Content Moderation.
I strategically manage critical business functions like Weekly Business Reviews (WBRs), client calibrations, and billing optimization to keep service performance strong and stakeholders aligned. I also reinforce training and quality standards to reduce errors and protect the customer experience.
In my leadership role, I oversee daily operations, meet KPIs and SLA expectations, and ensure accurate billing hours and shift scheduling. I lead performance coaching through weekly 1-on-1s and conflict resolution, helping bottom-quartile performers improve and strengthening long-term client partnerships.
My impact shows in measurable outcomes: consistently achieving 90%+ ESAT, maintaining quality scores above target, improving BQ management, and helping reduce leakages by minimizing manual errors. I’ve also been recognized multiple times as Team Lead of the Month and played a key role in growing a campaign into an enterprise.
Experience
Work history, roles, and key accomplishments
Leads daily operations across chat, email, and outbound call work, including Weekly Business Reviews (WBRs) and presenting data-backed solutions to stakeholders. Manages billing hours and shift scheduling, supports payroll reporting accuracy, and coaches performance through weekly 1:1s to improve bottom-quartile metrics.
Ensured team productivity consistently met service and quality standards while establishing and implementing service standards. Tracked and reviewed errors, coached frontliners to reduce errors, reinforced training, and supported the Senior Manager with risk exposure and growth identification.
Education
Degrees, certifications, and relevant coursework
Harjeet hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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