Operations Manager - Ascent BPO Services (2025-04 - 2026-05) Contact Center Operations | Multi-Process BPO | Service Delivery Management - Directed end-to-end contact center operations across 5 concurrent business processes Service Delivery & Sales — spanning customer service, technical support, and omnichannel service delivery — maintaining SLA adherence and full governance compliance across all verticals.
- Architected and enforced KRA/KPI performance governance frameworks, establishing structured accountability mechanisms that improved individual and team-level productivity tracking and drove measurable performance outcomes.
- Spearheaded client SLA negotiations, governance review cycles, and operational alignment sessions, consistently meeting contractual commitments and exceeding stakeholder expectations across all 5 operational streams.
- Led strategic workforce management (WFM), capacity planning, and headcount optimization initiatives, reducing resource cost leakage while maintaining staffing targets and service continuity.
- Designed and deployed Advanced Excel MIS reporting dashboards providing real-time visibility into SLA performance, AHT trends, CSAT scores, and operational health across all processes.
- Championed Lean Six Sigma and root cause analysis (RCA)-driven continuous improvement initiatives, systematically eliminating process inefficiencies and reducing operational waste across multiple functions.
- Managed critical client escalation governance and quality compliance protocols, delivering measurable improvements in complaint resolution TAT and customer satisfaction (CSAT) scores.
- Executed business continuity planning (BCP) protocols, ensuring zero-disruption service delivery during operational transitions and process ramp-ups.
Deputy
Manager – Operations - Digitech Call Services (2024-06 - 2025-02) Multi-Site Contact Center | 450+ Agent Workforce | P&L Accountability - Oversaw multi-site contact center operations with direct line management of 3 Assistant Managers and a 450+ agent workforce, ensuring consistent service delivery across all operational verticals and SLA compliance.
- Designed and implemented WFM scheduling frameworks, shrinkage control protocols, and occupancy optimization strategies, improving workforce productivity and reducing operational cost leakage.
- Managed P&L accountability and cost optimization strategies, monitoring budgetary targets while delivering sustained service delivery standards across concurrent processes.
- Conducted in-depth business analytics and root cause analysis (RCA) to identify operational bottlenecks and productivity gaps, translating data insights into structured improvement action plans.
- Managed executive-level client escalation governance and periodic service review meetings, serving as the senior accountability point for all operational performance matters.
- Collaborated with HR, Quality Assurance, WFM, and L&D stakeholders to implement integrated employee engagement, attrition management, and talent development strategies.
- Drove change management initiatives during process transitions, ensuring smooth handovers and minimal disruption to service delivery continuity.
Assistant
Manager – Operations - Digitech Call Services (2022-10 - 2024-06) 200+ Agent Multilingual Contact Center | 24x7 Blended Operations | Revenue & Billing Governance - Supervised 10 Team Leaders and a 200+ agent pool across 24x7 multilingual contact center operations spanning blended voice, email, chat, and digital support channels.
- Administered billing governance, revenue assurance, and operational KPI management, driving improvements in billing realization and cost utilization efficiency.
- Implemented structured coaching, training, and performance management programs that measurably elevated team productivity, quality compliance, CSAT, and AHT performance.
- Monitored operational performance trends, produced comprehensive MIS reports, and presented business analytics insights to senior leadership for strategic decision-making.
- Maintained rigorous quality assurance governance and compliance management across all operational streams, ensuring alignment with client SLA parameters.
Senior Team
Leader – Operations - Q Conneqt Business Solutions (2021-03 - 2022-10) - Managed performance and service delivery for a 20+ agent customer service team, driving daily SLA adherence, quality compliance, and operational productivity.
- Conducted structured pre/post-shift performance reviews, quality audits, and corrective coaching sessions as part of continuous improvement governance.
- Managed attendance, shrinkage control, and workforce discipline, contributing to improved team operational efficiency and accountability. Team Leader – Operations - Sakshi Associates (2019-06 - 2021-01) - Delivered consistent SLA performance and service delivery management across a front-line customer service team, maintaining quality and productivity standards.
- Managed team performance reviews, escalation handling, quality monitoring, and staffing coordination activities. Team Leader / SME / Customer Care Executive - Pantel Technologies Pvt. Ltd. (2016-10 - 2019-06) Progressive career growth from Customer Care Executive to Subject Matter Expert to Team Leader, demonstrating consistent high performance, operational aptitude, and leadership capability.
- Managed roster planning, call audits, individual performance tracking, and team coaching, building foundational contact center operations leadership skills.
- Recognized for innovative contributions toward billing target achievement and operational reporting process improvements.
