Sainath Geddadi

Deputy Manager (Service Operations) @GVK EMRI

Hyderabad, IN

Responsible for the day-to-day supervision of a group of call centre associates,including work and attendance monitoring, following the organisation\'s policy andapplicable legal requirementsConducting and lead daily standup meetings to track progress, resolve blockers, andrealign priorities.Handle performance management including goal-setting, appraisals, and feedbackdiscussions.Collaborate with cross-functional teams to implement HR initiatives and ensurealignment with business goals. Managing the Quality team to conduct audits to ensure adherence to the Complianceand Quality guidelines agreed between operations/clients.Handling quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams. Manages quality-related escalations and prepares RCAS for closure with operationsand the client.Handling complex or escalated customer issues to ensure swift resolution andmaintain satisfaction. Establishing escalation protocols and customer feedback loops.Develop dashboards and reports using Tableau and Power BI to provide insights andrecommendations to Department heads and management.Collaborate with cross-functional teams to ensure data accuracy and completeness.Ensure service delivered to our customers meets contractual Key PerformanceIndicators (‘KPIs’) and financial expectations.Ensure adherence to company policies, industry regulations, and data protectionstandards

Swami Vivekananda Institute of Technology

Master of Business Administration - MBA

Abhinav Hitech college of engineering and technology

Bachelor's degree