Open to opportunities

mir shabraz hussain

@mirshabrazhussain

Team Leader in customer service and operations, driving SLA, quality, and cost-efficient outcomes through coaching and process optimization.

India

Message

What I'm looking for

I’m looking for a customer service/operations leadership role where I can own SLA and KPI performance, improve quality through process optimization, and mentor teams with coaching, training, and strong escalation handling.

I’m a goal-oriented Team Leader Operations professional with 6+ years of experience in Customer Support/Service, technical support, and service recovery. I build clear, actionable operational plans, lead teams across communication channels, and translate business needs into measurable outcomes.

I’ve consistently improved performance by driving KPI execution (response time, resolution, quality monitoring, CSAT), managing end-to-end escalations, and implementing quality assurance processes tied to SLAs. I also focus on people development—training, coaching, and engagement—while strengthening operations through root-cause analysis (APCT), capacity planning, vendor/service management, and Six Sigma (Yellow/White belt) process improvement.

Experience

Work history, roles, and key accomplishments

Current

Team Leader Operations-OMT1

Current

Hinduja Global Solutions (HGS)

Jul 2023 - Present (2 years 11 months)

Direct daily OMT/Client Service operations across phone, email, and chat, coaching and training teams while monitoring response times, resolution rates, quality scores, and CSAT. Implemented quality assurance and process optimizations, served as primary escalation contact, and reported KPI trends to senior management; recognized as best team and interpersonal trainer across LOBs.

OMT Client Service Customer Service Leadership Quality Assurance SLA Management Escalation Management Coaching Feedback KPIs Process Optimization

Team Leader Operations

Teskhsore Pvt Ltd

Apr 2021 - Nov 2022 (1 year 7 months)

Led voice, non-voice, email, and chat operations for a 30+ member team, managing shrinkage/attrition, repeat analysis, and escalations. Designed and coordinated employee training programs to improve work efficiency and delivery quality while maintaining weekly scheduling to payroll policies.

Contact Center Operations Team Leadership Workforce Scheduling Escalation Handling Training Design Process Improvement Quality Assurance

Team Leader Operations

Bundl Technologies Pvt Ltd

May 2015 - May 2020 (5 years)

Managed a 30+ member customer service operations team, handling escalations, roster planning, and repeat analysis. Drove KPI verification for Repeat, Login hours, AHT, and Quality monitoring while coordinating with hubs and tracking shipment/delivery timelines.

Customer Service Leadership Escalation Management KPI Tracking AHT Workforce Scheduling Root Cause Analysis Operational Reporting