Manoj Kumar
@manojkumar36
I lead customer service delivery using data-driven coaching and KPI optimization.
IndiaWhat I'm looking for
I’m a Customer Service Lead with 10+ years of experience in Service Delivery Operations at Sutherland. I specialize in optimizing key performance indicators like AHT, FCR, and CSAT across multi-channel support (Voice, Chat, and Email). My work is grounded in data-driven coaching, Root Cause Analysis (RCA), and operational excellence.
In my most recent role, I led a team of 20 associates across chat and outbound voice processes, consistently exceeding NPS targets and quality parameters. I reduced AHT and improved FCR by combining RCA with workflow enhancements, then reinforced performance through weekly 1:1 coaching and structured performance reviews.
I also drive day-to-day operational performance by monitoring real-time floor activities and workload distribution to ensure 100% SLA adherence during peak volumes. I partner with WFM and Quality teams to align operational output with client-specific KPIs and SOP compliance, and I’ve delivered measurable service improvements through dashboards, call/email audits, calibrations, and process optimization initiatives.
Experience
Work history, roles, and key accomplishments
Led a team of 20 associates across chat and outbound voice, consistently exceeding NPS and quality targets. Reduced AHT and improved FCR through data-driven RCA and workflow enhancements, maintaining 100% SLA adherence during peak volumes.
Managed inbound and outbound service delivery with strict SOP adherence, performing RCA and implementing corrective actions. Created dashboards to analyze service request trends and led internal/external calibrations and refresher sessions to improve quality.
Led a team of 25 email consultants, managing productivity and quality while handling escalations and mentoring team members. Partnered with Quality to align performance to client goals, improving C-Sat through audits and performance support.
Delivered high-quality email customer service, resolving challenging interactions while maintaining customer loyalty. Worked effectively independently and as part of a team to support service delivery goals.
Education
Degrees, certifications, and relevant coursework
VivekVardhani Degree College
Bachelor of Commerce (B.Com), Commerce
Completed B.Com (Commerce) at VivekVardhani Degree College under Osmania University.
VivekVardhani Jr. College
Intermediate, Intermediate
Completed Intermediate at VivekVardhani Jr. College.
Vivekananda High School
SSC, Secondary Education
Completed SSC (Secondary School Certificate) at Vivekananda High School, Hyderabad.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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