Open to opportunities

Suyash Sakhalkar

@suyashsakhalkar

Message

I lead BPO contact centre operations, improving SLA performance, workforce efficiency, and customer outcomes.

India

Message

What I'm looking for

I'm looking to lead contact centre or BPO operations where I can improve SLA performance, optimize workforce planning, develop high-performing teams, strengthen client relationships, and drive continuous operational growth.

I've led contact centre operations at Leadcorp BPO and Consultants Pvt Ltd, managing service delivery, KPIs, budgets, customer escalations, and revenue-growth initiatives across inbound, outbound, and back-office functions.

I build high-performing teams through recruitment, onboarding, training, coaching, and KPI-driven performance management. I partner with HR, Learning & Development, Sales, IT, Digital, and PMT teams to align operations with business goals.

My work includes workforce planning, scheduling, quality assurance, compliance, SLA management, lead conversion, upselling, cross-selling, and customer lifecycle support.

Having progressed from Telecaller and Team Leader to Campaign Manager and Head of Operations, I use CRM, telephony, dialer, and workforce-management tools to drive accountability, efficiency, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Campaign Manager – Head of Department – Head of Operations

Leadcorp BPO and Consultants Pvt Ltd

Jan 2016 - Jan 2025 (9 years)

Led day-to-day operations of the Contact Centre, ensuring delivery of best-in-class service while consistently meeting or exceeding KPIs and staying within budget constraints. Owned end-to-end recruitment, onboarding, training, and coaching strategies, fostering a high-performance culture across contact centre teams.

Campaign Manager

Cilitel Solutions

Jan 2015 - Jan 2016 (1 year)

Ensured smooth and efficient day-to-day operations of the call center by maintaining high service levels, meeting SLAs, and continuously improving processes to enhance customer experience. Led capacity planning, shift scheduling, and real-time workforce optimization to ensure optimal staffing and productivity.

Operations Management SLA Management Capacity Planning Workforce Management Team Leadership Coaching KPI Management Data Analysis Reporting Collaboration Quality Assurance Training IT Client Services

Telecaller – Team Leader

Arsh Infotech - Wego Interactive

Jan 2013 - Jan 2015 (2 years)

Managed daily operations of the assigned process, ensuring targets and quality standards are met. Led a team of callers, guided them on performance, and helped improve their productivity.

Team Leadership Training Quality Assurance Process Compliance Reporting Feedback Coordination