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Hemanth Kumar Gurumurthy

Manager - Contact Center Operations

Work experience

Jun 2012Jul 2014

Manager - Contact Centre Operations

IOPEX Technologies

Operations Management: Defining service standards and guidelines that serve as benchmark for excellent service delivery. weekly, monthly and quarterly reviews with both internal and external stake holders. Review MIS reports pertaining to process and productivity. Setting up targets, SOW & SLA, setting and maintaining CTQ targets.

Project Management & Service Delivery: Planning project activities viz. scoping, estimation, tracking, change management, delivery management & support. Implementing project plans within preset budgets and deadlines. Meeting deadlines and turnaround time without compromising quality norms and adhering to SLA. Ensure 0% billing leak.

Process Management: Mapping business requirements & coordinating in developing & implementing processes in line with guidelines. Own the responsibility of removing less logical procedures in the processes and thereby reducing processing time. Identifying improvement areas and implementing adequate measures to maximize customer satisfaction.

Team Management: Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between teams. Train the supervisors(SKEP, Coach 1X1, 360 degree feedback) to enhance the overall skills of the first level leaders. Recruiting teams and determining training needs of employees to enhance their operational efficiency leading to increased productivity.

Client Relationship Management: Building and maintaining healthy business relations with all clients, ensuring Client satisfaction by achieving delivery & service quality norms. Supervising customer service operations for rendering and achieving quality services; facilitating first line customer support by answering queries & resolving issues within TAT.

Oct 2010May 2012

Team Manager - Service Delivery

Sutherland Global Services

Role:To be responsible for Service Delivery, supervising and enhancing the performance of a team of engineers, including the areas of technical expertise, and timeliness of support delivery for AT&T - Tech Support. 

  • Act as an interface between the team and the management and all support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms
  • Performance monitoring, data analysis, coaching and feedback for service delivery
  • Resolve / process all escalated issues and ensure customer satisfaction
  • Motivated the agents by team building activities, scorecard publishing and career progression plans
  • Mentor the team and find ways within the prescribed norms, to aid the TSEs and Sr. TSEs to value-add
  • Conduct pre / post shift meetings with team members. Cascade latest process related inputs from the client and the management, to the team


  • Achieved all the targets right from the second month with a team of fresher’s where as the tenured teams did not achieve. This was achieved for 2 fresh teams that I handled
  • Have handled and trained new teams and made them achieve targets in a very short span of time which was appreciated by the program and clients
  • Recognized many times for having the lowest shrinkage and attrition
Apr 2008Sep 2010

Tech Lead - Research Team

Sutherland Global Services
  • Provide actionable process/technical feedback derived from data analysis of call/case reviews to all Engineers
  • Handled client escalation and customer recovery calls
  • To coordinate with Microsoft on identifying the resolution for unknown issues
  • Participate and review the KPI of the site with client on the weekly Flash calls
  • Facilitate training and triages, on emerging technologies by partnering with Microsoft Technical Leads
  • Preparing the TNA for the team and creating action plan and training based on the analysis
  • Taking initiatives to improve the program performance on Helped Resolve and CSAT
Feb 2007Mar 2008

Escalation Engineer - Research Team

Sutherland Global Services
  • Handling the escalated cases from the Tier 1 agents and also cases after recovery by Managers
  • Finding resolution for the issues escalated without any resolution and training the team on the resolutions
  • Discuss the bugs and common issues with OS and the browser through Technical Collaboration Meetings(TCM)
Sep 2006Jan 2007

Technical Support Executive

Sutherland Global Services
  • Technical Support Executive-Microsoft Provide Technical Support to Microsoft Customers from The USA and Canada
  • Troubleshoot all the Internet Explorer issues, Installation and troubleshooting of wireless devices, such as wireless routers, wireless Access Points, Wireless NICs, online videos, secured sites, connectivity etc…
Jul 2002Aug 2006

System Engineer

Axis Technologies
  • Set-Up Networks for Small Office and Homes, Configuration of LAN/WAN
  • Trouble Shooting Desktop and Laptops, Installation of OS, MS Office and other software



Diploma in Electronics and Communication Engineering

Thai Moogambigai Polytechnic


Tech Support
Performance Management
People Management
Call Center Operations
Client Management
Service Delivery
Vendor Management


Jan 2011Present

ITIL v 3 - Foundation