Sivakumar Jaganathan

Experience

1. Associate Manager

   Sutherland Global Service Limited

   Apr 2023 — Present · Kochi, IN

   Oversee and manage day-to-day BPO operations. Developing and implementing strategic plans to enhance productivity, quality, and customer satisfaction Recruiting, training, and Mentoring | Training Yield. Managing team productivity and ensuring service level agreements are met. Ensure compliance with organizational policies and procedures Monitor performance metrics and prepare regular operational reports Collaborate with client managers to meet their needs and expectations. Lead and mentor a team of supervisors and staff. Manage resource allocation and workload distribution. Identify process improvement opportunities and implement best practices. Handle escalated issues and provide effective solutions. Ensure customer satisfaction and maintain high service quality standards

Education

• St. Antony's Higher Secondary School

  Bachelor of Commerce - BCom

• Annamalai University

  Bachelor's degree

  1997 — 2002

• The Apparel Training and Design Centre

  Apparel Merchandising

  2005 — 2005

• Bits Computers Erode

  Diploma in Computer Studies

  1998 — 1999

• The New Hope College Chennai University

  Master of Business Administration - MBA

  2005 — 2007