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shahbaz hussain

@shahbazhussain

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I lead customer service and sales teams, improving performance, quality, and client outcomes.

India

Message

What I'm looking for

I'm looking for a leadership role where I can manage customer service or sales operations, coach teams, improve processes, collaborate with stakeholders, and deliver stronger quality and customer outcomes.

I'm currently leading 20 advisors and 2 SMEs at Concentrix, driving sales alongside strong customer service outcomes.

I manage attrition, shrinkage, capacity planning, complaint handling, and performance coaching. I also work with clients and stakeholders on process transitions, training, calibration, and call-quality improvements.

Previously at Capita, I managed a 15-advisor team, monitored KPIs and SLAs, trained new employees, and improved client service through process optimization and regular feedback.

My customer service background at Ocwen Financial Services and TCS includes mortgage banking, collections, credit card support, upselling, customer satisfaction, and meeting NPS, AHT, quality, and collections targets.

Experience

Work history, roles, and key accomplishments

Current

Deputy Manager

Current

Concentrix

Jun 2024 - Present (2 years 4 months)

Managed a team of 20 advisors and 2 SMEs, driving sales and customer service. Conducted one-on-ones, managed attrition, and worked with scheduling for capacity planning.

People Management Team Leadership Sales Customer Service Coaching Feedback Stakeholder Management Complaint Handling OFCOM FCA Forecasting Attrition Management Capacity Planning NPS Quality Data Reporting

Process Leader

Capita

Oct 2018 - Jun 2024 (5 years 8 months)

Managed a team of 15 advisors, overseeing daily operations and ensuring adherence to performance metrics. Provided training, implemented process improvements, and monitored KPIs and SLAs.

Team Management Training Process Improvement KPI Monitoring SLA Management Shrinkage And Attrition Management Employee Engagement Coaching Client Services

Customer Service Advisor

Ocwen Financial Services Pvt Ltd

Apr 2011 - Apr 2015 (4 years)

Provided customer service to mortgage banking clients, handling account details and payment plans. Conducted soft collections on delinquent accounts and met monthly targets for collections and CSAT.

Customer Service Mortgage Banking Soft Collection Communication Skills Negotiation Account Management CSAT

Customer Service Associate

TCS

May 2010 - Sep 2010 (4 months)

Provided customer support for US credit cardholders, handling inquiries and account maintenance. Met performance targets for NPS, AHT, and quality metrics.

Customer Support Credit card services Upselling NPS AHT Quality Metrics Teamwork