Hemant Bajaj

Operations Associate

Ahmedabad, Gujarat, India7 yrs 11 mos experience

Highly Stable

Key Highlights

Proven track record in SLA and KPI management
Expert in building high-performing teams
Strong focus on process improvement and operational readiness

Stackforce AI infers this person is a BPO and SaaS operations leader with expertise in service delivery and performance management.

Contact

Skills

Core Skills

Service Delivery ManagementOperations ManagementCustomer Service OperationsTraining & Onboarding

Other Skills

Performance ManagementRoot Cause Analysis (RCA)SLA ManagementData Analysis (Excel)KPI ManagementWorkforce ManagementAHT ManagementCSAT ManagementStakeholder & Client ManagementQuality AssuranceEscalation & Incident ManagementContinuous ImprovementProcess OptimizationCapacity Planning & Utilization

About

Operations & Service Delivery Leader with 8+ years of experience driving SLA-based performance across customer service, contact center, and remote monitoring environments. Currently leading Customer Service & Data Operations at ProTech ITS, managing service delivery for 500+ client sites in a 24/7 remote monitoring and guarding setup, working closely with Security Operations and Network Operations teams. Core expertise includes operations management, service delivery, workforce management (WFM), capacity planning, and performance optimization. Proven track record of owning and improving key metrics including SLA, KPI, AHT, CSAT, NPS, shrinkage, attrition, occupancy, and utilization through data-driven decision-making and process improvement. Experienced in operational readiness, pre-launch setup, escalation management, incident handling, and continuous improvement, with a strong focus on building structured processes and reducing operational variability. Hands-on leader known for building high-performing teams, improving service accuracy, and stabilizing operations in fast-scaling environments. Proficient in tools such as Salesforce, Freshdesk, HubSpot, Qualtrics, Medallia, Excel (Advanced), Sigma Computing, and Oracle Cloud, enabling strong visibility into performance, customer experience, and operational risks. MBA graduate with strong grounding in business strategy, operations, and leadership.

Experience

Protech its

Team Lead – Customer Service & Data Operations

Sep 2025 – Present · 7 mos · Ahmedabad · On-site

Lead customer service operations and service delivery for remote monitoring and guarding across 500+ active client sites, ensuring consistent SLA adherence in a 24/7 high-volume environment.
Own SLA and KPI performance management (SLA, AHT, productivity, quality) using advanced Excel-based dashboards, enabling real-time visibility into operational risks and faster corrective actions.
Conduct root cause analysis (RCA) on recurring incidents, alarm trends, and performance gaps, driving data-backed corrective and preventive actions to improve service accuracy and quality.
Partner with supervisors and operations leadership to drive performance management, structured coaching, and team development, reducing ramp-up time and improving overall team productivity.
Design and deliver structured onboarding and training programs, including development of training modules, SOP-based learning materials, and assessment frameworks to ensure new hire readiness and SLA alignment.
Lead continuous learning initiatives through refresher trainings, knowledge gap analysis, and targeted coaching interventions to improve accuracy, reduce errors, and enhance service delivery quality.
Support senior leadership with operational reporting, performance analytics, and risk assessment, contributing to strategic decision-making during growth and pre-scale phases.

Performance ManagementRoot Cause Analysis (RCA)Service Delivery ManagementOperations Management

Ttec

4 roles

Team Lead - Service Delivery (Operations Management)

Sep 2022 – Sep 2025 · 3 yrs · Ahmedabad · On-site

Managed service delivery operations for a 50+ member contact center team, coordinating closely with Quality and Workforce Management teams to maintain stable operations.
Owned SLA, KPI, shrinkage, attrition, occupancy, and utilization, enabling more accurate capacity planning and smoother handling of volume fluctuations.
Led daily operations, performance reviews, and corrective action planning, improving adherence to SLAs and reducing day-to-day performance variability.
Worked with WFM teams on scheduling and staffing alignment, helping stabilize occupancy and reduce short-term staffing gaps.
Acted as primary escalation point for customer and operational issues, reducing repeat escalations and improving resolution turnaround time.
Delivered performance reports and operational insights to senior management to support decision-making.

Performance ManagementRoot Cause Analysis (RCA)Service Delivery ManagementOperations Management

Team Lead - Service Delivery

Promoted

Jul 2021 – Apr 2022 · 9 mos · Ahmedabad · On-site

Managed service delivery operations for a contact center team across multiple customer service programs.
Owned SLA, AHT, CSAT, resolution rate, transfer rate, and workforce metrics, balancing quality and efficiency.
Led performance management, coaching, and quality improvement initiatives, improving consistency across teams.
Resolved complex customer escalations using root cause analysis and corrective action planning.
Supported training, onboarding, and performance evaluation for 200+ employees.
Produced daily, weekly, and monthly performance reports using Microsoft Excel to support leadership reviews.

Performance ManagementRoot Cause Analysis (RCA)Service Delivery ManagementOperations Management

Process Trainer

Promoted

Aug 2020 – Jul 2021 · 11 mos · Ahmedabad · On-site

Delivered new hire and up-skill training for 250+ employees across contact center operations.
Designed and facilitated remote and virtual training programs, supporting business continuity during remote operations.
Developed training materials and feedback mechanisms, improving knowledge retention and on-floor performance.

Training & Onboarding

Customer Support Representative

May 2018 – Aug 2020 · 2 yrs 3 mos · Ahmedabad · On-site

Delivered end-to-end customer support while maintaining quality and customer satisfaction standards.
Supported team leaders with coaching and mentoring of new hires.
Reinforced SOPs and best practices, reducing process inconsistencies on the floor.

Purplle.com

Operations Team Lead (Customer Service Operations)

Apr 2022 – Sep 2022 · 5 mos · Mumbai · On-site

Led customer service operations for a 30+ member support team in a high-volume e-commerce environment.
Managed SLA adherence and KPI performance, helping maintain service levels during demand spikes.
Drove performance management and coaching, improving agent productivity and service quality across daily operations.
Partnered with internal stakeholders to address service delivery challenges and operational risks.
Supported process improvement initiatives, improving consistency and reducing avoidable rework.

Performance ManagementRoot Cause Analysis (RCA)Customer Service OperationsOperations Management