Sumeet Singh Chouhan
Team Leader @ Teleperformance | Ex-Team Lead at Technotask | Driving Operational Excellence & KPI Success | People-Centric Leadership
- Role
- Team Leader - Operations at TP
- Location
- Bhopal, IN
- LinkedIn followers
- 500 followers
About Sumeet Singh Chouhan
Dynamic and results-driven professional with over 5 years of experience in the BPO…
Experience
Team Leader - Operations
Mar 2025 — Present · Lucknow, IN
Leading daily team briefings to communicate performance metrics, process updates, and business goals, ensuring alignment with KPIs. • Monitoring real-time adherence and shrinkage to optimize workforce efficiency and minimize downtime. • Conducting hourly AHT (Average Handling Time) analysis to maintain service level agreements (SLAs) and improve productivity. • Providing real-time monitoring & floor support to agents, addressing escalations and ensuring quality service delivery. • Delivering weekly coaching sessions & feedback to enhance agent performance, reducing errors and improving customer satisfaction. • Performing call audits & quality evaluations, ensuring compliance with company policies and client requirements. • Realtime analysis of performance reports (CSAT, FCR, AHT, etc.) to identify trends and implement corrective actions. • Collaborating with WFM (Workforce Management) to manage schedules, absenteeism, and attrition.
Education
Career College Bhopal
Bachelor of Business Administration - BBA
2018 — 2021
St. Paul Sr. Sec. Co-Ed School, Bhopal
10+2
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