Open to opportunities

Sriharsha Jampala

@sriharshajampala

Message

I lead voice and non-voice operations, improving quality, productivity, and SLA performance.

India

Message

What I'm looking for

I'm looking to lead operations teams where I can improve quality, productivity, SLA performance, and workflows through data-driven reporting, coaching, and process optimization.

At Tech Mahindra, I supervise day-to-day voice and non-voice operations for the Thames Water process, managing floor workflow and handling complex operational escalations.

I track productivity and SLA performance, conduct quality audits and calibration sessions, and use root-cause analysis to close performance gaps. I also build Excel dashboards, trackers, and reports that give senior leadership actionable operational insights.

I've been recognized with Client Appreciation, Bravo, and Pat on the Back awards for operational delivery, leadership, ownership, teamwork, and client satisfaction. I enjoy coaching team members, mentoring new hires, and streamlining workflows to improve resolution time and reduce bottlenecks.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert (SME) / Acting Team Lead

Current

Tech Mahindra

Apr 2023 - Present (3 years 5 months)

Supervise voice and non-voice operations, manage floor workflow, and handle escalations. Monitor performance metrics to meet SLAs, conduct coaching and quality audits, and design Excel-based dashboards for reporting.