Rishabh Tyagi
@rishabhtyagi1
I lead high-volume contact center operations, improving SLA performance, customer resolution, quality, and workforce efficiency.
IndiaWhat I'm looking for
I'm currently directing telecom chat and digital contact center delivery at Teleperformance, aligning high-value operations with multi-tiered client SLAs.
Across Maxicus, Ingenicx, Jindal Intellicom, Smarter Biz Technologies, and Karvy DigiKonnect, I've led voice, chat, backend, email, and blended support operations for Airtel Payments Bank, ApplyBoard, Cars24, Swiggy, Zomato, and Flipkart.
I use real-time metrics, workforce planning, quality huddles, Jira workflows, root-cause analysis, and coaching to improve FCR, CSAT, ticket velocity, compliance, retention, and bottom-quartile performance.
Experience
Work history, roles, and key accomplishments
Direct operational architecture and strategic delivery of a high-value telecom chat and digital contact center process, ensuring alignment with client SLAs. Optimize headcount utility, real-time interval metrics, and chat concurrency models to reduce Average Resolution Time and elevate platform occupancy.
Team Leader / Operations Lead
Maxicus
Sep 2022 - Jun 2025 (2 years 9 months)
Supervised blended (Voice + Chat) support desk for Airtel Payments Bank, focusing on root-cause resolution of high-priority escalations. Led backend documentation team for ApplyBoard, leveraging Jira for workflow management, and spearheaded operations for Cars24 process overseeing onboarding and delivery fulfillment.
Team Leader – Chat Operations
Ingenicx
Mar 2022 - Aug 2022 (5 months)
Supervised live chat team performance with a primary focus on maximizing First Time Resolution (FTR) and reducing overall handle times.
Team Leader – Operations
Jindal Intellicom
Oct 2021 - Mar 2022 (5 months)
Managed cross-functional delivery across voice and chat streams, launching quality optimization frameworks that improved average team audit scores.
Team Leader – Operations
Smarter Biz Technologies Pvt. Ltd.
Nov 2020 - Oct 2021 (11 months)
Mapped measurable performance deliverables to achieve CSAT and Resolution Rate (RR) standards during high-volume commercial events.
Team Leader
Karvy DigiKonnect
Aug 2018 - Sep 2020 (2 years 1 month)
Directed multi-channel support operations (Voice, Email, Outbound) ensuring operational stability, shrinkage management, and optimal team delivery.
Education
Degrees, certifications, and relevant coursework
College of Engineering, Roorkee
Bachelor of Technology, Computer Science and Engineering
Grade: 70.00%
Completed a Bachelor of Technology in Computer Science and Engineering with 70.00% marks.
CBSE Board
Senior Secondary (Grade 12), General Studies
Grade: 59.99%
Completed Grade 12 (Senior Secondary) from CBSE Board with 59.99% marks.
CBSE Board
Secondary (Grade 10), General Studies
Grade: 65.00%
Completed Grade 10 (Secondary) from CBSE Board with 65.00% marks.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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