Manager Lean Six
Resume:
M i t h u n
B P O O p e r a t i o n s M a n a g e r
Address
IP Extension, Delhi- 110092
Contact No.
Email ID
***********.****@*****.***
P r o f i l e
Manager Operations with 11+ years of overall work experience in BPO/ITes industry.
Proficient in managing Operations & overseeing Training, Quality, WFM & Recruitment
Successfully managed multiple processes- Voice (Inbound, Outbound), Non-Voice (Chat, Email) for Customer Service, Sales & Retention, Tech/Semi-Tech Support & Content Moderation
Catered to various clients- ISP, Telecom, Internet/E-Commerce and Travel
Maximum span of 200+ handled as a Process Manager A c a d e m i c s — W o r k H i s t o r y
o 10th: 2001 (CBSE)
o 12th: 2004 (BIEC)
o Graduation: 2010
(University of Delhi)
May 2019- February 2020
Project Manager• Operations • Tech Mahindra BPS Noida
December 2018- May 2019
Manager • Operations • Teleperformance DIBS Mohali
May 2017- November 2018
Managing Partner• Own Business • HireAhead Delhi-NCR
December 2013- April 2017
Manager • Operations • Info Edge India Pvt. Ltd. Noida
January 2011- October 2013
Assistant Manager • Operations • Vcare Corporation Noida
April 2006- December 2009
Team Leader • Operations • Wipro BPO Delhi
T e c h n i c a l S k i l l s &
C e r t i f i c a t i o n —
A r e a s o f E x p e r t i s e
o Lean Six Sigma Green Belt
o Good hands on with MS
Office tools - Excel, PPT
o Languages known- Hindi,
English
SLA/ DAT Management
People Management- Production Metrics, Attrition, Shrinkage
Performance Management- KPIs (CSAT, NPS, FCR, ABR, etc.)
Capacity & Manpower Planning, Rostering/Scheduling
Client Interactions- Performance Reviews & Meetings
Reporting & Analysis, MIS
WBR/MBR/QBR/ABR Presentation
Training- Product/Process Orientation, Communication Coaching
Quality- Audits/Transactions
Process Improvement- Operations, Training & Quality C a r e e r
H i g h l i g h t s /
A c h i e v e m e n t s —
K e y R e s p o n s i b i l i t y A r e a s
Tech Mahindra BPS
Ramped up the process
HC to 2x within a year
(100>200)
Fixed and sustained ABR
from 30% to <2%
Teleperformance DIBS
Handled Pilot Process with
meeting all Contractual
Targets
Given charge for 2nd
Account basis
performance
Info Edge India Pvt. Ltd.
Promoted to Ops
Manager’s role in 1 year
Ramped up the Process
Headcount to 4x within 2
years (10>40)
Vcare Corporation
Promoted to AM- Ops role
in 1 year & given
additional charge for
Training & Quality
Ramped up the process to
2x within 1 year (100>200)
Wipro BPO
Awarded- ‘Best New Team
Leader, 2008’ by GM
Won several other R&R
Contests- ‘Tech Superstar’,
‘Fix the Top 5’ etc.
Tech Mahindra BPS
Worked as Process/Project Manager for a Technical Process (International + APAC) with Voice and ‘Chat & Email’ Support
Handled a span of 200 FTEs with 12 Support (GTL/TL/Sales Coach)
Directly responsible for driving all the KPI and Production metrics
Lead Client interactions -Daily/Weekly/Monthly calls
Overseeing, planning and coordinating with support functions- Training, Quality, WFM, HR-Ops, for smooth functioning of the process
Business Projection/Planning for H1/H2, FY
Teleperformance DIBS
Worked as Manager Operations for 2 accounts- Travel Sales (US, Canada) & Content Review/Moderation (US)
Handling a combined span of 50 including Support staff (4 TLs/ 2 AMs)
Immediate Reporting to Director- Operations
Responsible for driving all the KPI and Production metrics
Overseeing, planning and coordinating with allied departments –Training, Quality, WFM, HR-Ops, for smooth functioning of the process Info Edge India Pvt. Ltd.
Process Manager/Owner with the only Global Contact Center (Client servicing) for the matrimonial site ‘Jeevansathi.com’.
Handled the team of AMs/TLs/FTEs
Owned and successfully managed the Client servicing team with multiple support channels- VOICE (Inbound, Outbound), NON-VOICE (Chat, Emails, Online Ticketing)
Performance Management- KPIs (CSAT, NPS, FTR, ABR, QC)
Business Reviews- Annual/Quarterly/Monthly
Creating and formulating SOPs
Inputs for UI/UX development
Reporting & Data Analysis
Staffing & Scheduling (Rostering)
Handling Grievances & Complaints
Quality sessions & Audits (Transactional)
Conducting Trainings for Product and Communication
Feedback/Coaching
Performance Appraisals
Vcare Corporation
US Telecom- Voice (Customer Service and Escalation)
Headed 2-3 TLs & responsible for the span’s overall performance/productivity/attrition
Managing Client Escalations and maintaining performance reports
Handling the Staffing/Scheduling/Rostering for meeting SLA
Member of the Hiring Panel for interviewing FLA’s
Successfully handled the Nesting Team (40-50 agents) for 4 months
Process Training for New hires batches
Wipro BPO
US & UK ISP service- VOICE (Customer Service and Semi-tech troubleshooting)
As a Team Leader, managed 15-20 agents and directly responsible for meeting performance targets
Managing DAT/Productivity
P e r s o n a l D e t a i l s
DOB- 15th May, 1986
Gender- Male
Marital Status- Single
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