# Sanjeev Mehra

Sanjeev Mehra is a remote worker on Himalayas, Workforce/Operations Manager at Zscaler, based in India.

Source: https://himalayas.app/@sanjeevmehra

```text
Workforce/Operations Manager at Zscaler managing workload across APAC, EMEA, and AMER and handling real-time escalations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Job categories | Workforce Operations Manager |
| Skills | Workforce Management, Operations Management, Workload Management, Load Balancing, SLA Management, Escalation Management, Leave Management, Shrinkage And Attrition Management, Call Center Operations, KPI Management, Customer Service, Root Cause Analysis, Action Planning, Performance Coaching, Quality Assurance |

## What I'm looking for

```text
I’m looking for a responsible career opportunity where I can fully use my training and skills while contributing to the company’s success.
```

## About

```text
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

### Workforce/Operations Manager (current)

[Zscaler](https://himalayas.app/companies/zscaler). Oct 2023 - Present

```text
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.
```

Skills: Workforce-Management, SLA-Management, Load-Balancing, Genesys, Salesforce, Escalation-Management, Team-Leadership, Data-Analysis

### ACCM (Assistant Call Centre Manager)

[Teleperformance](https://himalayas.app/companies/teleperformance-com). Apr 2022 - Oct 2023

```text
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.
```

Skills: People-Management, KPI-Management, CSAT, AHT, QA, SLA, Coaching, Feedback, Interviewing, Data-Analysis, RCA, Revenue-Growth

### AMCC (Assistant Manager Customer Care)

[Teleperformance](https://himalayas.app/companies/teleperformance-com). Oct 2018 - Mar 2022

```text
Reviewed daily operations, ensured schedules were met, and provided instruction to team members. Analyzed performance, audited cases, and provided real-time assistance and coaching.
```

Skills: Operations-Management, Team-Leadership, Performance-Analysis, Audit, Coaching, Real-Time-Assistance, Reporting

## Education

### J.R.N Rajasthan Vidyapeeth University

BCA, Computer Applications

```text
Completed Bachelor of Computer Applications (BCA) in 2017.
```

### Gurukul Senior Secondary School

Senior Secondary, General Studies

```text
Completed Senior Secondary education in 2011.
```

### Sacred Heart Senior Secondary School

Secondary, General Studies

```text
Completed Secondary education in 2009.
```

## Tech stack

- Tableau
- Salesforce
- Microsoft Excel
- Genesys
- Microsoft Word
- Microsoft PowerPoint

To contact Sanjeev, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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