Amit Kumar

Current Role: Senior Manager India Operations at Nasscomm Pro Search RPO.

Aug'22- Oct'24: Worked as Senior Manager – India Operations at Nasscomm Pro search RPO.

Direct reporting to VP Operations & Delivery (Dave Ismail) and CEO (Sam Merchant).

• Led and managed end-to-end operations for the India branch, ensuring alignment with global objectives and driving operational efficiency using Six Sigma methodologies.
• Oversaw day-to-day activities of recruitment, client servicing, and operational teams, fostering a results-driven environment through performance reviews and professional development programs.

• Managed key client relationships, including Dell and Deloitte, ensuring high service quality and consistent communication to meet client expectations.
• Collaborated with U.S. counterparts to align client needs and business goals, leveraging Salesforce for CRM and operational management.

• Led data collection and analysis using tools like Power BI, Tableau, and Excel to identify performance gaps and optimize operational strategies.
• Developed dashboards to monitor KPIs and deliver data-driven insights that informed decision-making, supported business forecasting, and drove strategic initiatives.

• Evaluated and streamlined operational processes, applying Lean Six Sigma tools (DMAIC) to enhance service quality and reduce costs.
• Championed the adoption of new technologies (Power BI, Tableau) to boost recruitment productivity and client communication, improving overall operational performance.

• Managed India operations' budget, controlling costs and ensuring alignment with financial goals using Microsoft Excel and Power BI for detailed financial analysis.
• Monitored financial performance, optimizing resource utilization and reducing overhead costs to ensure the financial health of the operations.

• Ensured compliance with legal and regulatory requirements across India, utilizing Six Sigma methodologies to mitigate operational risks.
• Implemented quality assurance processes to maintain high staffing service standards, reducing risks and enhancing client satisfaction.

• Established and tracked KPIs to measure productivity, efficiency, and service quality, aligning them with organizational goals and client expectations.
• Led the performance appraisal process, driving employee development and retention through clear objectives and continuous feedback, supported by data insights from Excel and Power BI.

Jul’20–Mar’22: Call Centre Manager Sushma Build Tech JOB Role:

Ø Direct reporting to Managing Director (Prateek Mittal).

Ø Successfully established the first real-estate call Centre in Tricity for SUSHMA Build tech.

• Sales & Customer Acquisition: Developed and executed data-driven strategies to drive revenue growth, meet sales targets, and enhance customer acquisition efforts using tools like Power BI and Excel to track performance.
• Customer Retention & Feedback: Analyzed customer feedback and applied Six Sigma methodologies to design and implement retention strategies, boosting customer satisfaction and loyalty.
• Operational Efficiency & Process Optimization: Streamlined processes to reduce costs, improve productivity, and ensure seamless operations, leveraging tools like Tableau and Excel for performance tracking and reporting.
• Team Management & Development: Led and coached high-performing teams, fostering a collaborative and results-driven culture while utilizing data analysis for performance improvement.
• Vendor & Stakeholder Management: Managed vendor relationships to optimize performance, leveraging Salesforce for CRM and reporting tools to track and achieve mutual business goals.
• Project Execution & P&L Management: Planned and executed projects within timelines and budgets, managing P&L responsibilities and using Six Sigma principles to optimize resource allocation and profitability.
• Cross-Functional Collaboration: Collaborated with multiple departments to drive strategic initiatives and business objectives, applying data analysis and Six Sigma tools for operational excellence.
• Operational Excellence & Call Centre Management: Optimized operational costs, enhanced productivity, and ensured effective call centre administration through continuous improvement methodologies and data reporting tools.
• Problem Solving & Decision Making: Applied strong analytical skills and Six Sigma methodologies to identify challenges, develop solutions, and implement actionable plans for improved outcomes.

• Team Leadership & Management: Led a cross-functional team of 300 advisors, 4 Assistant Managers, 18 Team Leaders, and 13 SMEs across Chat and Email LOBs, ensuring high performance and achievement of operational goals.
• Performance & KPI Reporting: Utilized Microsoft Excel and Tableau to prepare and present detailed weekly and monthly KPI reports for executive management and clients, providing insights on team performance, service levels, and operational efficiency.
• Strategic Vision & Direction: Defined and communicated team vision, goals, and culture, while monitoring real-time service levels and schedule adherence using Avaya, ensuring teams consistently met or exceeded performance targets.
• Operational Efficiency & Process Improvement: Identified opportunities for process optimization through performance monitoring, quality assurance, and problem resolution, leveraging data analysis tools (Excel/Power BI) to implement actionable improvements.
• Training & Development: Coordinated professional development programs and workshops in collaboration with the Learning & Development department to drive continuous improvement and enhance team skills.
• Team Meetings and Communication: Led regular team and department meetings to align team efforts, resolve issues, and motivate individuals toward achieving business objectives.
• Resource Management & Equipment Maintenance: Managed equipment lifecycle, including installation, preventive maintenance, repairs, and upgrades to ensure seamless operations and operational uptime.

• Led three lines of business in the Reliance Jio process, overseeing Escalation Desk, Repeat Outbound and Bottom quartile advisors.
• Directed and coordinated overall projects, ensuring smooth progression.
• Analyzed project milestones with stakeholders, developed corrective measures, guaranteed achievement of operational goals.
• Oversaw service levels for Escalation-Desk, maintaining a threshold of 90:10.
• Arbitrate workplace conflicts engaging HR and staff for seamless operations.
• Assessed team performance metrics each month, formulating actionable plans to reach targets.
• Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.

• Led a talented team consisting of over 250 members, including artists, Team Leaders, Production Coordinators and Supervisors.
• Employed Microsoft Excel for monitoring timelines, resource allocation, and project tracking.
• Forecasted budgets and executed measures to enhance resource allocation, maintaining quality output.
• Utilized EmpMonitor for real-time performance tracking to ensure adherence to timelines and quality standards.
• Regularly updated senior leadership on status reporting and strategy reviews using PowerPoint presentations.
• Produced thorough, accurate and timely reports of project activities.

• Managed and enhanced routine activities across various groups to secure timely workflow.
• Implemented process improvements, boosting resource management.
• Implemented strategic plans to enhance team efficiency.

• Worked as a Lead Operations and handled a team of 14 members
• Provide support to the team by acting as the first line of escalation for customer’s queries related to DTH and Telephony services of Virgin Media, in order to provide exceptional customer service

• Managing in bound calls of customers with issues related to Broadband services of Virgin Media
• Providing desktop support for Windows 98, 2000, XP, Vista Home and Apple Mac on issues related to internet services
• Ensure completion of all customer related queries