Experienced Team Leader & Acting Ops Manager

RAKESH PARMAR

TEAM LEADER ACTING OPERATIONS MANAGER CLIENT & OPERATIONS MANAGEMENT

Indore, Madhya Pradesh +91-992******* ******.**********@*****.***

PROFESSIONAL SUMMARY

Results-driven Team Leader and Acting Operations Manager with 11 years of experience in customer operations, people leadership, client/stakeholder management, service delivery, quality, CSAT, workforce planning, attrition management, reporting, and process improvement. Currently handling Team Leader responsibilities along with Acting Operations Manager-level operational ownership for a 100-member LOB, with focus on business performance, customer experience, workforce readiness, employee engagement, operational governance, and client commitments.

CORE SKILLS

Operations Management • Acting Operations Manager Responsibilities • Client & Stakeholder Management • Team Leadership • Performance Management • Service Delivery • Quality & CSAT • Customer Experience • WFM & Workforce Planning • Attrition Management • RCA & Deep Dives • Process Improvement • Shrinkage Control • Escalation Management • Coaching & Mentoring • Operational Reporting • Risk Mitigation • Employee Engagement • Data Analysis

PROFESSIONAL EXPERIENCE

TaskUs India, Indore — Team Leader / Acting Operations Manager

August 2022 – Present

Own day-to-day operational delivery while performing Acting Operations Manager-level responsibilities, ensuring service delivery, business continuity, performance governance, and client expectations.

Monitor Productivity, Quality, CSAT, AHT, Attendance, Shrinkage, and Attrition; identify gaps and drive measurable corrective and preventive action plans.

Act as a key stakeholder for Operations, WFM, BIDS, and Planning; serve as Planning SPOC for a 100-member LOB.

Support workforce planning through schedule corrections, WFM ticketing, leave planning, WFH setup/tracking, and workforce availability management.

Conduct performance deep dives and Root Cause Analysis (RCA) to identify defects, customer-impacting issues, productivity gaps, and process opportunities.

Drive attrition management through employee engagement, recognition, performance coaching, issue resolution, retention actions, and regular people connects.

Drive bottom-performer improvement through real-time coaching, refresher sessions, DIP checks, knowledge assessments, and structured action plans.

Handle customer and operational escalations using a client-centric approach, balancing customer experience, compliance, feasibility, and business outcomes.

Prepare operational trackers, dashboards, reports, and performance updates; provide leadership with actionable insights for decision-making.

Monitor shrinkage, attendance, workforce risks, and operational readiness; coordinate mitigation plans to protect service delivery and client commitments.

Drive quality and CSAT improvement initiatives and support employee engagement and recognition, contributing to 100% ENPS/ESAT.

TaskUs India, Indore — Subject Matter Expert (SME)

January 2021 – August 2022

Supported operations through process governance, reporting, audits, knowledge management, and performance analysis.

Conducted DIP checks, PKT evaluations, process audits, and knowledge assessments to maintain compliance and readiness.

Trained and mentored 6 nesting batches, achieving 100% production readiness; acted as a process escalation point.

TaskUs India, Indore — Senior Customer Associate

Apr 2020 – December 2020

Handled customer interactions across voice, chat, and email, consistently meeting KPI, quality, and customer experience standards.

Supported escalations, team queries, and process improvement initiatives while identifying customer and workflow pain points.

Teleperformance India Pvt. Ltd. – D.I.B.S. — Senior Customer Associate

Feb 2016 – April 2020

Managed customer support while maintaining productivity, quality, compliance, and service standards.

Prepared reports and process documentation; conducted process checks, DIP/PKT assessments, and knowledge initiatives.

Trained and mentored 6 nesting batches, achieving 100% production endorsement.

EDUCATIONAL QUALIFICATION

Bachelor of Commerce (B.Com) — Graduation

TOOLS & TECHNOLOGY

NICE IEX • Zendesk • Power BI • Microsoft Excel • Google Sheets • Google Slides • Google Docs • Google Forms • Teleopti

CERTIFICATIONS & TRAINING

TLPA • WFPA • OMPA • Fraud Fighter Certificate • Certificate of Wellness Hero • Six Sigma White Belt

KEY ACHIEVEMENTS & PROJECTS

5 Best Performing Team Leader • 2 Best Performing SME • 5 Best Performing Teammate/Support Executive • Planning SPOC – 100-member LOB • 100% Production Readiness • 100% ENPS/ESAT

NCNS Mitigation • Late Login Mitigation • Quality Improvement • AHT Reduction • Fraud Fighter

LANGUAGES

Hindi English

Contact this candidate