Syed Inam
Team Lead - Account Management | Trust & Safety | Process Analyst | Instructor & Quality Analyst | Subject Matter Expert | Ex Accenture | Business Operations | IT & Consulting | Digital Marketing Freelance | Entrepreneur
- Role
- Team Lead - Account Management at Sutherland
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Syed Inam
Dedicated professional with 8 years of expertise in and as subject matter expert, process…
Experience
Team Lead - Account Management
Sep 2024 — Present · Hyderabad, IN
As a Team Lead (Voice, Chat & Email Blended Process), I was responsible for leading operational performance, enhancing service quality, managing workforce efficiency, and driving continuous improvement initiatives to meet and exceed client expectations.Key Responsibilities:1. Team Leadership & Operations Management: Led and supervised a blended team of 20+ associates across Voice, Chat, and Email processes. Ensured 95%+ SLA adherence and consistent alignment with client performance goals. Managed shift schedules, daily operations, and resource planning for optimal productivity.2. Performance Analysis & Reporting Analyzed performance data and business trends to drive data-backed decisions. Improved overall productivity by 20% through strategic performance interventions.3. Process Improvement & RCA Conducted detailed root cause analysis on operational gaps. Re-engineered workflows to enhance efficiency and reduce escalations by 70%.4. Goal Setting & Strategic Alignment Defined short-term and long-term team objectives with actionable Plans of Action (POA). Achieved 100% target compliance aligned with client and organizational KPIs.5. Coaching & Development Provided continuous coaching, mentoring, and performance feedback to associates. Enhanced team capability resulting in a 35% improvement in Customer Satisfaction (CSAT).6. Client & Stakeholder Collaboration Facilitated daily pre-shift huddles, client calibrations, and alignment meetings. Ensured transparent communication and timely updates to all stakeholders.7. Cross-Functional Engagement Partnered with Quality, Training, and Client teams to strengthen service delivery. Ensured compliance with operational guidelines and drove continuous improvement. Team Leadership & Workforce Management Performance Analytics & Reporting Process Re-engineering & Root Cause Analysis Client & Stakeholder Communication Coaching, Mentoring & Development SLA & Quality Compliance
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