Surya Rajput
@suryarajput
I lead BPO operations teams to improve SLA, KPIs, and workforce performance.
IndiaWhat I'm looking for
I've progressed through customer service, SME, capacity analysis, and team management roles at WIPRO Limited, supporting international and high-volume BPO operations.
As a Team Manager, I lead Customer Service Representatives and Senior Customer Representatives through intraday operations, SLA management, queue management, attendance oversight, and structured 1:1 coaching. I identify performance gaps early and implement measurable corrective action plans to keep teams aligned with operational and financial targets.
Previously, as an Assistant Manager and Capacity Analyst, I built staffing models, shrinkage trackers, and schedule-adherence dashboards while managing real-time queue adjustments across concurrent processes. I use Genesys Cloud, NICE, Cognos, Tableau, and Power BI to support data-driven workforce decisions.
I'm also experienced in escalation handling, mentoring junior associates, KPI reporting, and maintaining quality, AHT, productivity, and process-adherence standards.
Experience
Work history, roles, and key accomplishments
Led a team of Customer Service Representatives and Senior Customer Representatives, ensuring KPI and financial targets through proactive SLA management and real-time intervention. Conducted structured 1:1 coaching sessions and implemented corrective action plans with measurable outcomes.
Managed intraday monitoring and real-time queue adjustments to maintain SLA adherence across multiple concurrent processes. Built staffing models, shrinkage trackers, and schedule adherence dashboards to support capacity planning decisions.
Handled escalated customer interactions as a subject matter expert, ensuring resolution within defined SLA and quality parameters. Mentored and coached junior associates to improve individual KPI delivery and process adherence.
Delivered front-line customer support on an international process, consistently meeting quality, AHT, and productivity benchmarks.
Education
Degrees, certifications, and relevant coursework
Maharishi Markandeshwar University
Bachelor of Commerce (Honours), Commerce
2017 - 2020
Pursued a Bachelor of Commerce (Honours) degree, gaining a strong foundation in commerce and business principles.
M.M International School
Higher Secondary, General Studies
2016 - 2017
Completed higher secondary education, preparing for further academic pursuits.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Surya?
You can contact Surya and 90k+ other talented remote workers on Himalayas.
Message SuryaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
