HEMANTH R
Process Leader-Operations
Hosur
Summary
A people-first Process Leader in the Sky international BPO process at Firstsource, I am passionate about empowering teams and creating a supportive, motivating work environment. I blend strong commercial focus with empathy, clear communication, and data-driven decision making to elevate both sales performance and customer experience. Known for building trust, inspiring growth, and staying solution-oriented, I thrive in fast-paced settings where people and performance go hand in hand.
Overview
4
4
years of professional experience
1
1
Certification
4
4
Languages
Work History
Process Leader
Firstsource Solutions
09.2021 - Current
As a Process Leader in the Sky International BPO process, I lead a team of 20 advisors, driving both commercial performance and customer experience metrics. I am responsible for daily operations, coaching, and performance management to ensure consistent delivery of revenue targets, sales conversions, retention, and quality KPIs.
I design and implement sales strategies, develop data-driven action plans, and conduct analytics to optimize team output. My role includes monitoring key metrics (CSAT, NPS, AHT, FCR, compliance), identifying gaps, and executing performance-improvement initiatives. I collaborate with Training, Quality, and WFM to maintain process excellence, operational efficiency, and adherence to Sky, Firstsource standards.
Education
MBA - Business Administration
Barathidasan University
Tiruchi, India 04.2001 -
BBA - Business Administration
MGR Arts And Science College
Hosur, India 04.2001 -
Skills
- Strong people leadership and team management
- Excellent people skills; relationship-building and team motivation
- Sales strategy & performance optimization
- Analytical thinking and data-driven decision making
- Excellent communication and stakeholder management
- Coaching, mentoring, and talent development
- Conflict resolution, empathy, and team engagement
- Customer experience management
- High adaptability in a fast-paced international BPO environment
- Performance monitoring, feedback delivery, and continuous improvement initiatives
Accomplishments
- Successfully performed multiple roles including Floor Walker, SME, Trainer, and provided product & process support to 5 OJT batches, contributing to strong foundational performance.
- Progressed from advisor to Process Leader within 4 years, utilizing every growth opportunity and consistently delivering high performance.
- Led a team for over 2 years, driving strong sales, customer experience, and quality outcomes.
- Awarded Best Advisor more than three times in the first year of my career.
- Recognized as Best Team Leader over five times, culminating in being honored as the Best Team Leader of the Year 2024.
- Achieved Coaching Service Performance – Distinction Certification, demonstrating excellence in coaching and developing people.
- Completed Six Sigma Yellow Belt Certification, enabling stronger process improvement and analytical contributions.
Certification
Coaching for service performance-Institution of Customer service
Timeline
Coaching for service performance-Institution of Customer service
10-2025
Process Leader
Firstsource Solutions
09.2021 - Current
MBA - Business Administration
Barathidasan University
04.2001 -
BBA - Business Administration
MGR Arts And Science College
04.2001 -