A day in the life of... a Global Support Manager

04.05.21

by Editorial Staff

In our next ‘Day in the life’ series, we speak to Madhuri Bhagwat about what it’s like to work as a Global Support Manager for Deltatre. Read on to find out how she starts the day, her definition of success and where she finds inspiration for new recipes ...

04.05.21

by Editorial Staff

In our next ‘Day in the life’ series, we speak to Madhuri Bhagwat about what it’s like to work as a Global Support Manager for Deltatre. Read on to find out how she starts the day, her definition of success and where she finds inspiration for new recipes ...

Something people don’t know about me…

I’m very creatively inclined. I’ve been trained in calligraphy, and I also enjoy paper quilling and ceramic tile painting in my spare time.

During the pre-COVID times, I had been taking a few dance lessons, and since then I’ve made a New Year’s resolution to keep upgrading with a new skill each year. In addition to the 4 languages (English, Hindi, Marathi and Gujarati) I know, I’ve now started learning to speak the magnifique French... Hopefully I will be able to hold a conversation in French by the end of the year!

I chose this career path because…

Honestly, I feel that it has chosen me. I’ve always been drawn to Operations and Customer Service. There are some challenges, but this also means that there is lots to learn, which gives me a satisfying sense of fulfilment for a job well done. This is great as I’m very passionate about my work.

I’ve also been blessed with accomplished mentors to guide me in this path too, which I am grateful for.

I describe my job as…

Delivering customer service across a variety of projects and group-wide end-user/OTT consumer-facing platforms and services. I’m responsible for day-to-day customer service operations, collaborating with relevant stakeholders and resources, and understanding the operational needs of each project, ensuring that SLAs, KPIs and customer metrics are achieved in line with the highest quality of output, efficiency and profitability.

My friends and family describe my job as…

They say it’s a job of responsibilities, and that it’s an important task to manage a team - especially while we are all working from home - and keeping a track of key deliverables. On a lighter note, my son (aged 5), has started asking me, ‘Are there any questions for me?’ I think he pays attention to my conference calls.

I start the day by…

Checking up on my son and then writing or saying a couple of positive affirmations so I remember to be thankful for the good things in my life.

Next, I have a glass of warm water with lemon and honey, followed by a nice refreshing hot cup of morning ginger masala tea - sometimes I’ll swap for a lemongrass or mint tea.

I then check my mobile notifications and have a quick look at Teams and Outlook to see any trends/issues reported in the night shift.

An ordinary day at work goes like this…

I start by reviewing the project queue volumes and then making a to-do list of tasks that I need to achieve in the day. I have various meetings with my line managers on the status of the projects, and I then co-ordinate with the supervisors/team on the progress of on-going tasks. I will also be regularly liaising with the internal teams on existing issues and/or reporting of new issues.

I ensure live games’ reports and trends are shared with the client, as well as co-ordinating with vendors for contracted staff and managing teams on KPI/SLA deliveries and audits.

I know it’s been a good day when…

It’s been a boring day. This sounds unusual, but this means that there have been no new issues to report and it is business as usual for the projects.

The day is made good with strong queue management and, most importantly, when the client is happy with the deliveries.

The best piece of advice I’ve been given is…

  • Don’t fight every battle, choose your battles.
  • Take one day at a time.
  • Will it matter in the next 5 years?
  • Don’t sweat the small stuff.

Outside of work I like to…

  • Cook - I have learned a lot from YouTube videos during lockdown! I make a mean palak paneer subji, which is a spinach and cottage cheese Indian food speciality.
  • Paint with my son (aged 5).
  • I’m a big Bollywood/Hollywood movies fan. I love the larger-than-life portrayal and of course, the songs and the dancing.

A song that gets me in the zone is…

  • “Khaabon Ke Parinday” from “Zindagi Na Milegi Dobara” movie. The opening phrase means “Flying in the open skies are the birds of dreams”.
  • Any Arijit Singh songs

I am passionate about…

Making it count and rendering a positive impact in my life & to those close to me.

I am very keen to make my son’s life a better one by providing him with a good upbringing with respect for the culture.

To me, the definition of success is…

  • To know better, be better.
  • Achieving the milestones set.
  • Being motivated on difficult days.

I’m excited about the future of…

New technology developments in this fast-changing and consumer-driven industry. Breaking barriers at Deltatre with our innovation and creativity!