Rahul Sahu

About Rahul Sahu

Program and Operations professional with 15+ years of experience in Seller Support, Customer Service, Quality Assurance, and Stakeholder Management. Currently working with Seller Support Program Team at Amazon India, focusing on process improvements, operational excellence, and scalable support solutions.

Experience

1. Operations Manager

   Amazon

   Jul 2022 — Present

   Lead and manage the operations team of SPS T4, consisting of 200-250 L3 associates and 6-7 L4 supervisors, ensuring overall performance, direction, and adherence to quality, productivity metrics, and SLAs. Lead the World wide level improvement projects such as Capacity correction, AHT reduction, Quality enhancement, Occupancy improvement, Connections improvement projects for Worldwide T4 teams. Manage the transition of new resolver groups to T4 queues, ensuring a smooth onboarding process. Handle workflow, escalations, resource allocation, and effectively delegate workload across the leadership team. Drive staffing plans, schedules, quality initiatives, and process changes to optimize team performance. Participate in business leadership reviews, contributing to the development of strategies and programs to enhance competitiveness and profitability. Foster a trusted environment for internal and external customers, proactively addressing complex support issues and identifying barriers to accuracy, productivity, and quality. Successfully launched the quality metric for the railroad skill in T4, achieving a performance improvement from 84% to 98% within an 8-week timeframe. Successfully implemented SL TP90 and SL TP98 service level metrics in the team with smooth transition to the operations. Ran a successful CSR activity named ImpacT4Good generating exception hype on the floor and donating 1 lakh+ rupees in a span of 1 month by motivating team under #Walkathon. Developed automated dashboards for WW T4 team metrics reporting, including capacity planning, quality audit, SL management, and TPH (transactions per hour). Conducted in-depth volume trend analysis to plan headcount for the entire WW T4 teams. Implemented the Employee Well-being Support (EWS) program for the T4 team as part of the Attrition project. Introduced a performance management plan for WW T4 teams, ensuring alignment with goals and objectives.

Education

• Christian Eminent School

  High School Diploma

• Bharat Public School

  High School Diploma

• DEVI AHILYA NURSING COLLEGE, INDORE

  Bachelor's Degree

• Christian eminent

  Bachelor of Commerce (B.Com.), Bcom

  2001 — 2005

Skills

• Team Management
• Leadership
• Service-Level Agreements (Sla)
• Management
• Quality Assurance
• Bpo
• Operations Management
• Customer Service