Souvagya Suvabrata

About Souvagya Suvabrata

As the Process Lead at Firstsource, I’ve had the privilege of building a project from the ground up. This included overseeing hiring, ensuring technology readiness, establishing the operational floor, staffing, and setting key performance indicators (KPIs). My role demanded strategic planning and execution to align the project\'s goals with the company\'s objectives. Before joining Firstsource, I honed my skills as a Senior Team Lead Operations at IntouchCx. In this position, I managed daily operations of multiple teams, focusing on quality, efficiency, and customer satisfaction. I developed and delivered presentations and reports using Microsoft PowerPoint, showcasing my proficiency with the tool. In my previous role as a Team Lead Operations at 24-7 Intouch, I was responsible for managing the performance and training of a team of customer service representatives. Before that, as a Subject Matter Expert at Knoah Solutions, I provided technical support and guidance to both customers and agents. With over 7+years of experience in the customer service industry, I have developed a deep understanding of best practices and the inherent challenges of this field. My passion lies in delivering exceptional service and fostering a positive work environment for both my team and myself. My core competencies include communication, leadership, problem-solving, and collaboration.

Experience

1. Process Lead

   Firstsource

   Apr 2024 — Present · Hyderabad, IN