Anil Solomon
Senior BPO Operations Leader | Head Contact Center & Back Office Excellence | Strategic Planning & Service Optimization Expert
- Role
- Contact Center Head at Prodapt
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Anil Solomon
A results-driven and highly motivated professional with extensive experience in managing…
Experience
Contact Center Head
Oct 2024 — Present · Chennai, IN
Reporting to: VP – Delivery | Team Size: 280 (including Ops, WFM, Quality, Training) Managing full P&L accountability for the site, driving profitability through cost optimization, strategic forecasting, and revenue enhancement via integrated upsell initiatives. Acting as the senior liaison for client engagements, leading performance reviews (WBR/MBR/QBR), aligning operational delivery with client KPIs, SLAs, and transformation goals. Directing end-to-end operations of a large-scale chat-based customer support process, ensuring service excellence through real-time SLA adherence and metric governance. Achieving consistent success in operational KPIs including NPS, AHT, FCR, Chat Quality, Upsell Targets, and Service Levels through structured performance frameworks. Championing workforce planning and capacity management by partnering with WFM, ensuring staffing models aligned with business projections and demand curves. Fostering a high-performance culture by driving engagement, structured career progression, and proactive attrition management across the 280-member team. Providing strategic leadership to support functions—Training, Quality, WFM, and Ops— enabling seamless integration of cross-functional initiatives to elevate service delivery. Owning long-term planning, operational scaling, and innovation strategies to enhance customer experience and align with enterprise-level business objectives.
Education
Moderator Gnanadasan Polytechnic, Directorate of Technical Education
Diploma in Information Technology
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