1 year at Gartner, 14 years industry experience
Location: United Kingdom | Language(s): English, Indian - Hindi, Indian - Punjabi
Roles and Responsibilities
Rupinder supports Customer Service and Support Operations and Talent, including employee performance, quality assurance (QA) and training, development, workforce management and operational productivity. He brings over 20 years of experience in BPO-related Strategy and leadership roles with managing global vendors supporting multiple channels. In his most recent role with TCS/Diligenta, Rupinder has managed UK onshore voice teams supporting pensions and life customers and an offshore team managing the back-office operations. Additionally, Rupinder initiated a strategy to implement workforce management to support hybrid working and to give complete visibility of all operational functions and digital adaptions within different customer journeys to maximise utilisation and productivity. In his prior role with Expedia, Rupinder has managed global vendors supporting different languages, demographics, strategic clients and different loyalty/reward customers. Also, Rupinder has led and managed work streams such as universal agent and global escalations support, as well as gained substantial experience in BPO/ outsourcing services management. Other focus areas have been KPIs and vendors performance, upskilling and training, quality and customer experience (CX) transformation. Rupinder's previous roles have given him significant experience with keeping the customer journey and CX at the center of every organisational decision, from driving operational changes to adopting new technology.
In all my previous roles I have managed and supported teams in achieving their customer service goals by enhancing performance by improving customer journey, launching self service options, adapting to VOC and CX results to understand what can be improved and making sure the internal processes like Q&A and Training are supporting the functional teams in achieving productivity.
- Expedia Inc, Global Vendor Operations, 11 years
- Tata Consultancy Services/Diligenta, Head of Digital Customer Experience and Operations, 2 years
- Bachelors in Commerce and Accounting from Lucknow University, India
Team / Peers
RESEARCH BY THIS ANALYST More
15 March 2023Market Guide for Customer Service and Support BPO Providers
30 January 20232023 Strategic Roadmap for the Connected Rep
02 December 2022Quick Answer: Overcome Contact Volume Spikes Through Adaptive Upskilling
ANALYST INQUIRY More
Connect With an Analyst
Schedule an appointment to speak to an analyst.