Sahil Sharma

About Sahil Sharma

I’m a customer service leader with 3+ years of experience managing high-performance teams…

Experience

1. Operations Team Lead

   Concentrix

   Oct 2023 — Present · Mumbai, IN

   As a Team Leader at Concentrix, I oversee the contact center operations for Air India, a prestigious member of the Star Alliance network. My role involves managing a team of contact center advisors, providing expert guidance on tools like Amadeus and Salesforce CRM, and handling escalations to ensure the swift resolution of high-priority cases and irregular operations, all aimed at delivering end-to-end customer satisfaction. Additionally, I am part of a side project called Escalations, a TGT comprising three team leaders and ten agents. In this project, I leverage my extensive knowledge of Amadeus to assist with client escalations and related issues.My responsibilities in managing daily business operations within the contact center include: o Offering real-time support to advisors on inbound queries such as reissuance (ATC and manual), cancellations, refunds, revalidations, special service requests, and general airline policy inquiries. o Monitoring call queues in real time to manage Average Handling Time (AHT) and ensure Service Level Agreement (SLA) compliance, while working with Workforce Management (WFM) to optimize AUX usage and adherence to schedules. o Overseeing team performance to improve Key Performance Indicators (KPIs) like Quality Score, AHT, Customer Satisfaction (CSAT), Dissatisfaction (DSAT), shrinkage, adherence, call analysis, and attendance management. o Conducting one-on-one sessions and performance reviews to identify process or behavioral gaps, perform Root Cause Analysis (RCA), and implement action plans for continuous improvement in Business Quality (BQ) management. o Engaging with clients daily to address real-time challenges and propose process improvements, ensuring superior service delivery. o Efficiently managing schedule adherence and roster planning, along with conducting RAG analysis, to meet shrinkage and attrition (employee retention) targets for the line of business (LOB).

Education

• University of Mumbai

  Banking and insurance

  2017 — 2020

• DY Patil University

  Master of Business Administration - MBA

  2023 — 2025