Sanjeev Mehra
@sanjeevmehra
Workforce/Operations Manager at Zscaler managing workload across APAC, EMEA, and AMER and handling real-time escalations.
IndiaWhat I'm looking for
At Zscaler, I manage workload across APAC, EMEA, and AMER, balancing work with team leads and responding to real-time escalations and priority cases.
I work with Genesys and Salesforce teams on process gaps involving adherence, auto-routing, inbound calls, and emails. I also meet with geo leaders to discuss challenges and share updates with the team.
At Teleperformance, I held ACCM and AMCC roles supporting Apple Care and Amazon Seller support NA. As ACCM, I managed a span of 100+ advisors and worked on KPI management, coaching, and client calibrations.
My work also included reviewing operations, auditing cases, analyzing performance data, and developing root-cause analyses and action plans. I have a BCA and use MS Office, Genesys, Salesforce, and Tableau.
Experience
Work history, roles, and key accomplishments
Managed workload across APAC, EMEA, and AMER geos, including load balancing with team leads. Oversaw SLAs, escalations, and priority cases in real time, and coordinated with Genesys and Salesforce teams on process improvements.
Managed a span of 100+ advisors, including people management and process upliftment. Handled KPI management, coaching, and feedback sessions, and drove revenue by maintaining SLAs and RnP aspects.
Reviewed daily operations, ensured schedules were met, and provided instruction to team members. Analyzed performance, audited cases, and provided real-time assistance and coaching.
Education
Degrees, certifications, and relevant coursework
J.R.N Rajasthan Vidyapeeth University
BCA, Computer Applications
Completed Bachelor of Computer Applications (BCA) in 2017.
Gurukul Senior Secondary School
Senior Secondary, General Studies
Completed Senior Secondary education in 2011.
Sacred Heart Senior Secondary School
Secondary, General Studies
Completed Secondary education in 2009.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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