Ravinderjit S.
Senior Operations Team Leader
Open to offersNew to PlatformAbout
Ravinderjit S. is a seasoned Operations Team Leader with over 13 years of experience in managing complex multi-functional teams within the BPO, CX, and marketplace domains. He has successfully led operations for companies in India, the UAE, and Georgia. Most notably at CarSwitch Arabia in Dubai, he spearheaded the operations for a tech-enabled automotive marketplace, overseeing field inspection teams in the UAE, a virtual publishing team in Pakistan, and in-house customer support teams while managing full vendor and supplier relationships. Ravinderjit has a proven capacity for improving operational KPIs, including a 22% boost in conversion rates and an 18% increase in upsell revenue during his tenure at Intelenet Global Services. His expertise extends across managing voice and non-voice channels for leading brands such as Amazon, SBI, and Tata. Fluent in multiple languages, including English and Hindi, he holds a Six Sigma Black Belt certification, underscoring his proficiency in process improvement. Additionally, his technical acumen includes working with CRM systems like Oracle and analytics platforms like Power BI and Tableau.
Experience
Operations Supervisor, Marketplace, Field & Vendor Operations
CarSwitch Arabia · 2021 — 2024Managed end-to-end marketplace operations across a field inspection team in the UAE, a virtual publishing team in Pakistan, and in-house customer support in Dubai. Assumed full responsibility for recruitment, structured onboarding, performance management, and quality monitoring. Developed SOPs and training programs specific to each team, ensuring all operations adhered to consistent quality and output standards. Established KPI frameworks to evaluate call resolution rates, QA scores, inspection SLA, and sales conversion metrics. Created operational dashboards to monitor real-time performance and workflows with product, technology, accounts, and rental departments to enhance operational efficiency.Operations Team Leader
Tech Mahindra · 2018 — 2021Participated in the pilot batch for the Aadhaar inbound support process, contributing to the stabilization and documentation of the process. Achieved a 17% reduction in AHT and enhanced resolution rates through effective process re-engineering and agent development. Utilized platforms like Avaya and Genesys for monitoring AHT, SLA adherence, and agent availability. Managed shrinkage and schedule adherence, consistently achieving occupancy targets. Led recruitment and onboarding efforts through structured interviews and competency assessments while conducting call quality audits to ensure compliance with SOPs and CX KPIs.Operations Team Leader
Intelenet Global Services · 2016 — 2018Oversaw the Amazon email and chat process, focusing on NPS as a primary KPI and implementing coaching strategies that improved NPS by 15%. Identified upsell and cross-sell opportunities in customer interactions, training team members to integrate product recommendations into service conversations, resulting in an 18% increase in revenue contribution. Monitored real-time dashboards for AHT, FCR, and response SLAs to drive performance improvements across service quality and upsell metrics. Managed the SBI inbound voice team, ensuring cross-sell product targets were met alongside maintaining 100% SLA compliance.Operations Team Leader, Multi-Client Operations
Aegis Ltd · 2011 — 2016Managed a team of over 30 agents supporting Tata Mobile WCOM email and multiple client accounts while adhering to SLA and quality standards. Led customer support for Tata Photon, coordinating operations across various channels. Achieved a 15% improvement in NPS and reduced escalations by 30% through targeted coaching and optimization initiatives. Addressed team shrinkage and attrition through engagement programs and performance monitoring, while conducting regular coaching sessions to enhance agent performance and morale.
Skills & Expertise
Education
- Bachelor's DegreeIGNOU · — — 2015
Interested in this professional?
Sign in as an employer to save this profile or invite Ravinderjit S. to a job.
Sign in as an employer