Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic
Pravesh Kataria

Pravesh Kataria

Mumbai

Summary

Dynamic operations leader with a proven track record at WNS, excelling in team management and client relations. Skilled in data-driven decision-making and fostering high-performance and customer-centric cultures. Adept at optimizing processes and enhancing customer satisfaction, consistently achieving KPIs, while inspiring teams to exceed expectations.

Overview

24
24
years of professional experience

Work History

Deputy Manager – Operations

WNS
Mumbai
12.2015 - Current
  • Team Leadership & Management - Oversee team leaders, supervisors, and agents. Ensure staffing levels are adequate and aligned with business needs. Motivate and coach teams to meet performance goals.
  • Client Relationship Management - Act as the primary point of contact for clients. Ensure service delivery meets contractual obligations and SLAs. Handle escalations and provide timely resolutions.
  • Performance Monitoring - Track KPIs such as AHT (Average Handle Time), CSAT (Customer Satisfaction), FCR (First Call Resolution), etc. Conduct regular performance reviews and feedback sessions. Implement corrective actions for underperformance.
  • Process Optimization: Identify inefficiencies and implement process improvements. Use data and analytics to drive operational decisions. Standardize workflows across teams for consistency.
  • Quality Assurance - Ensure compliance with quality standards and client requirements. Collaborate with QA teams to monitor and improve service quality. Conduct audits and root cause analysis for quality issues.
  • Training and Development - Coordinate with training teams for onboarding and upskilling. Identify skill gaps, and arrange targeted training programs. Foster a culture of continuous learning.
  • Reporting and Documentation - Prepare daily, weekly, and monthly reports for internal and client review. Maintain documentation of processes, SOPs, and performance metrics. Present insights and recommendations to senior management.
  • Compliance & Risk Management - Ensure adherence to legal, regulatory, and client-specific guidelines. Mitigate risks through proactive planning and monitoring. Handle data security and confidentiality protocols.

Team Leader - Operations

Lester Info Services
Mumbai
07.2015 - 11.2015
  • Led a team of 13 to 20 agents in delivering high-quality customer service across voice processes, ensuring adherence to SLAs and KPIs.
  • Monitored daily performance metrics (AHT, CSAT, FCR, QA scores), and conducted regular 1-on-1s and feedback sessions to improve agent productivity and service quality.
  • Prepared daily, weekly, and monthly reports for management, highlighting team performance, trends, and actionable insights.
  • Acted as a point of contact between operations and clients, ensuring smooth communication and timely resolution of issues.
  • Managed shift schedules, attendance, and adherence to ensure optimal staffing.

Team Leader - Operations

Tech Mahindra Business Services
Mumbai
07.2011 - 05.2014
  • Led a team of 13 to 20 agents in delivering high-quality customer service across the Telecom Voice process, ensuring adherence to SLAs and KPIs.
  • Monitored daily performance metrics (AHT, CSAT, FCR, QA scores), and conducted regular 1-on-1s and feedback sessions to improve agent productivity and service quality.
  • Prepared daily, weekly, and monthly reports for management, highlighting team performance, trends, and actionable insights.
  • Acted as a point of contact between operations and clients, ensuring smooth communication and timely resolution of issues.
  • Managed shift schedules, attendance, and adherence to ensure optimal staffing.

Team Leader - Operations

Sitel India Pvt. Limited
Mumbai
03.2002 - 05.2012
  • Led a team of up to 15 agents in delivering high-quality customer service across the Tech Support Voice process, ensuring adherence to SLAs and KPIs.
  • Monitored daily performance metrics (AHT, CSAT, FCR, QA scores), and conducted regular 1-on-1s and feedback sessions to improve agent productivity and service quality.
  • Prepared daily, weekly, and monthly reports for management, highlighting team performance, trends, and actionable insights.
  • Acted as a point of contact between operations and clients, ensuring smooth communication and timely resolution of issues.
  • Managed shift schedules, attendance, and adherence to ensure optimal staffing.

Asst. Accountant

Computer Care Ltd
Dubai
10.2001 - 12.2001
  • Assisted with daily financial record-keeping tasks and reconciliations.
  • Supported month-end closing procedures by preparing necessary documentation.
  • Reconciled vendor accounts and ensured timely payment of bills and expenses.
  • Reviewed general ledger entries for accuracy and completeness.
  • Processed accounts payable and receivable invoices in an accurate manner according to company policy.

Education

MBA - Finance

Welingkar Institute of Mgmt
Mumbai
03-2006

Skills

  • Leadership and people management: ability to lead large teams and inspire performance, conflict resolution, and team motivation, delegation, and accountability
  • Communication skills: clear verbal and written communication, client-facing communication, and stakeholder management, active listening, and feedback delivery
  • Analytical and problem-solving skills: data-driven decision-making Root cause analysis and corrective action planning Process improvement and optimization
  • Project and time management: prioritization of tasks and resource allocation, meeting deadlines under pressure, multitasking across multiple projects or clients
  • Technical proficiency: familiarity with CRM tools, workforce management systems, and reporting dashboards Understanding of call center technologies eg IVR, dialers, Salesforce etc Good working knowledge of Excel, PowerPoint, Power BI, or other analytics tools
  • Customer-centric mindset: focus on delivering high-quality customer experiences Understanding customer satisfaction metrics (CSAT, NPS, etc) Handling escalations with empathy and efficiency

Hobbies

Music, guitar, traveling, sports – football, cricket, tennis

Timeline

Deputy Manager – Operations

WNS
12.2015 - Current

Team Leader - Operations

Lester Info Services
07.2015 - 11.2015

Team Leader - Operations

Tech Mahindra Business Services
07.2011 - 05.2014

Team Leader - Operations

Sitel India Pvt. Limited
03.2002 - 05.2012

Asst. Accountant

Computer Care Ltd
10.2001 - 12.2001

MBA - Finance

Welingkar Institute of Mgmt

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Pravesh Kataria