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.
