Abhishek Agarwal
CX Transformation | Contact Center Strategy | Driving FCR, AHT & Cost Optimization at Scale | Program & Operations Leader @ Deloitte
- Role
- Manager Learning Operations at Deloitte
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Abhishek Agarwal
I am a Transformation-focused Operations Leader with 10+ years of experience in driving large-scale customer support and contact center excellence within global environments.Currently at Deloitte, I lead initiatives across Customer Experience (CX), Operational Excellence, and Business Transformation — delivering measurable impact through improved FCR, reduced AHT, and optimized cost structures.Some of my key contributions include:• Significant reduction in call volumes across a global contact center supporting users• Driving a 35% reduction in new hire support queries through scalable self-service solutions• Leading the transition and centralization of L1 support across enterprise platforms like ServiceNow, Jira, and Confluence• Designing performance frameworks to improve SLA adherence, efficiency, and customer satisfactionI specialize in: CX Transformation & Contact Center Strategy Operational Excellence & Process Optimization Program & Stakeholder Management Automation & Data-Driven Decision Making I am passionate about building scalable, efficient, and customer-centric operations that deliver measurable business outcomes.Open to opportunities in:CX Transformation | Program Management | Operations Strategy | Business Transformation
Experience
Manager Learning Operations
Jul 2025 — Present · Hyderabad, IN
Significant reduction in call volumes across global contact center operations through strategic program execution and stakeholder alignmentDecreased new hire support demand by 35% by implementing scalable self-service solutions for 20K+ employeesLed end-to-end transition and centralization of L1 support, improving service efficiency across enterprise platforms (ServiceNow, Jira, Confluence)Drove improvements in FCR, AHT, and SLA adherence through governance frameworks and performance analyticsSpearheaded automation and process optimization initiatives to reduce manual effort and improve turnaround timeManaged cross-functional stakeholders across operations, finance, and talent teams to deliver large-scale programs
Education
Mahatma Gandhi Kashi Vidyapeeth
Bachelor's degree, Business/Commerce, General
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