Amit Kumar
AGM – Domestic Contact Centre & Outbound Sales Operations | Outbound Sales Leadership | Large-Team Operations | Admissions & Enrolment | Revenue & Productivity
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About
Contact Centre & Outbound Sales Operations Leader with 14+ years of experience across domestic banking, education, media and customer operations. Experienced in leading outbound sales teams, managing multi-layer operations, driving sales conversion and student enrolments, and improving productivity through KPI management, MIS, quality assurance and performance coaching. Managed 75+ outbound team members at HDFC Bank and 25 counsellors, 3 Team Leaders and 2 Quality Analysts at GUS Global Services.
Expertise in workforce planning, capacity management, recruitment, training, operational compliance and process improvement.
Experience
ASSISTANT GENERAL MANAGER - MEDHAVI SKILLS UNIVERSITY - GURUGRAM
(2025-11 - 2026-04)
Contact Centre Operations | New Business Launch | Student Experience
- Established telesales/contact centre operations, coordinating recruitment, team readiness and operational launch.
- Recruited and onboarded 10 telesales agents and 1 Team Leader; implemented lead allocation, CRM workflows and conversion tracking.
- Coordinated with Marketing, Admissions and Operations teams to improve lead management and student enrolment processes.
SENIOR MANAGER – CONTACT CENTRE OPERATIONS - GUS GLOBAL SERVICES INDIA PVT. LTD. - GURUGRAM
(2024-01 - 2025-11)
Outbound Admissions | Customer Experience | Team Performance
- Led domestic outbound admissions and telesales operations for Pearl Academy, managing 25 counsellors, 3 Team Leaders and 2 Quality Analysts.
- Managed the end-to-end lead-to-enrolment funnel, including lead allocation, outbound calling, counselling, follow-ups and conversion tracking.
- Monitored conversion ratios, productivity, call quality, lead ageing and individual performance through structured KPI reviews.
- Oversaw quality audits, CRM workflows and MIS dashboards; partnered with Marketing and Digital teams to improve lead quality and funnel efficiency.
DEPUTY MANAGER – OUTBOUND SALES OPERATIONS - BENNETT, COLEMAN & CO. LTD. - NOIDA & DELHI
(2022-04 - 2024-01)
- Led an outbound sales team of 13 advisors and assistant managers across multiple media publications.
- Managed outbound calling, client follow-ups, sales pipeline, campaign bookings and sales closures.
- Monitored productivity, conversion performance and sales targets through structured performance reviews.
BUSINESS DEVELOPMENT MANAGER – CALL CENTRE - WELLNESS JIVA PVT. LTD. - GURGAON, INDIA
(2021-05 - 2021-12)
- Managed B2B and B2C outbound call centre operations focused on programme enrolments and sales conversions.
- Developed sales scripts and monitored call quality, productivity and funnel performance, contributing to 35% enrolment growth over three months.
- Managed MIS reporting, CRM workflows, lead tracking and conversion performance.
MANAGER – CONTACT CENTRE - GLITZ MODELLING & PRODUCTIONS - NEW DELHI, INDIA
(2019-11 - 2021-04)
- Managed outbound sales and customer-service operations, leading 8 sales managers responsible for client acquisition and relationship management.
- Oversaw lead generation, outbound calling, client pitching, follow-ups and project conversion across advertising production services.
MANAGER – CALL CENTRE - HDFC BANK - NEW DELHI, INDIA
(2016-05 - 2017-08)
- Led a 75+ member domestic outbound phone banking and telesales team across customer service and sales functions.
- Managed KPIs including AHT, occupancy, utilisation, shrinkage, conversion and customer satisfaction.
- Oversaw workforce allocation, shift planning, adherence monitoring, agent coaching and performance reviews.
- Prepared MIS reports and operational dashboards; supported cross-selling, upselling, quality and SLA adherence.
TEAM LEADER – CALL CENTRE - MI LIFESTYLE MARKETING GLOBAL PVT. LTD. - NEW DELHI
(2013-08 - 2016-04)
- Led a 15-member outbound telesales team responsible for retailer engagement, customer outreach and product sales.
ASSOCIATE & ASSISTANT MANAGER – CUSTOMER OPERATIONS - PATNI COMPUTER SYSTEMS & MERCER CONSULTING - NOIDA & GURGAON
(2006-06 - 2010-06)
- Participated in the transition of 8 payroll-benefits clients from Dallas to India during a 35-day onsite assignment.
- Prepared training and transition documentation, including SOPs, service-level agreements and turnaround-time procedures.
Education
B.A. (Hons) - Political Science (2002)
