Subhash Nair

Results-driven Operations Manager with 15+ years of experience in BPO operations, specializing in team leadership, performance optimization, client management, and process improvement. Proven ability to manage large teams, enhance service delivery, and drive operational efficiency through data-driven decision-making and strong stakeholder communication.

Operations Manager - Five Splash Digital

(2025-08)

• Managed day-to-day operations for a team of 195 agents / 9 supervisors, ensuring adherence to SLAs and KPIs.
• Monitored call quality, productivity, attendance, and compliance across all process levels.
• Conducted regular reviews, coaching sessions, and performance evaluations.
• Collaborated with clients to discuss performance, RCA, and continuous improvements.
• Implemented SOPs, quality frameworks, and productivity initiatives.
• Handled escalations, process transitions, and new-hire training.

Operations Manager - G7 Teleservices Ltd

(2023-11 - 2025-06)

Span of Control – 128 L1 & 6 Support. Managing the operations of 3 different Projects – Insurance Sales, Collections, Customer Service.

• Managed IB voice operations for an I.S.P.
• Managed Bucket X Collection for NBFC.
• Managed Insurance Sales.

Operations Manager - Vindhya E Info media

(2023-02 - 2023-10)

Span of Control – 96 L1 & 6 Support. Managing the entire cost center operations. Associated with 2 different projects – BL / PL Sales & Customer Service.

• Managed IB Voice operations for a D.T.H SP.
• Managed Sales from Cold Calling for B.L. & P.L.

Deputy Manager Operations - Technotask Solutions Ltd

(2021-04 - 2023-01)

Span of Control – 145 L1 & 8 Support. Managed operations in Hybrid model at 3 different operational locations. Associated with L1, Repeat & Grievance E mail Support for a leading E-commerce Service Provider (Fashion & Life Style).

• Accelerated the governance mechanisms to shape organizational culture, optimize procedures for higher efficiency and help the company evolve and grow.
• Worked in a matrix management environment with oversight of division level managers, operations, finance, human resources, safety and compliance.
• Increased profit by streamlining operations.
• Established positive and effective communication among employees and organization leadership, reducing miscommunications and missed deadlines.
• Advanced productivity KPIs to achieve key business goals and objectives.
• Directed initiatives to improve the work environment, company culture or overall business strategy.

Assistant Manager Operations - Magnum BPO

(2020-09 - 2021-04)

Span of Control – 70 L1 & 3 Support. Associated with L2 E Mail support for a leading E commerce Service Provider.

• Developed productive, profitable and achievement-oriented working environments for W.F.H employees.
• Coordinated with General Manager in different operational issues and promotional activities.
• Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
• Spearheaded in adding more business by identifying client requirements, and solution designing.
• Supervised operations team to support operational excellence and excellent customer service.

Assistant Manager Operations - Aegis Startek

(2017-01 - 2020-02)

Span of Control – 75 L1 & 5 Support. Associated with Voice Support for a leading Telecom Service Provider.

• Coordinated with Manager in different operational issues and Hiring activities.
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Monitored employee productivity and optimized procedures to reduce costs.

Manager Customer Experience - Firstsource Solutions

(2016-05 - 2017-06)

Span of Control – 9 Support / Indirect control of 220 agents. Associated with Voice Support for a leading Telecom Service Provider.

• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Updated quality control standards, methods and procedures to meet compliance requirements.
• Provided observations, took measurements and performed tests at various stages according to quality control plan.
• Increased customer satisfaction through adherence to quality standards and customer requirements.
• Mentored and encouraged employees to strive for excellence while fostering professional growth.

Assistant Manager Operations - Firstsource Solutions

(2013-01 - 2016-05)

Span of Control – 75 Support & 4 Support. Associated with Voice Support for a leading Telecom Service Provider.

• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
• Educated operations team on best practices, company policies and service excellence standards.
• Monitored employee productivity and optimized procedures to reduce costs.
• Developed and maintain operational guidelines for OJT & Production Transition.
• Leveraged fair evaluation processes, employee reviews, and staff mentoring to drive performance and job satisfaction at all levels.

Diploma - Computer Engineering - Government Polytechnic