Ankur Sethi
Assistant Manager Operations
Gurgaon
Summary
Motivated Assistant Operations Manager develops and implements operational plans and schedules. Comprehensive understanding of desirable fiscal management and strategic guidance practices. Mindful prioritizer addressing organizational objectives with thorough task-completion roadmaps.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Assistant Manager - Operations
Concentrix Daksh Services India Pvt. Ltd
Gurgaon
03.2022 - Current
- Managing operations & spearheading team of 30 Agents for excelling business targets & service delivery metrics
- Supervised operations team to support operational excellence and excellent customer service.
- Developed and maintain operational guidelines for staff.
- Coordinated with Operations Manager in different operational issues and promotional activities.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Monitored key performance metrics to identify areas for improvement.
- Monitored employee productivity and optimized procedures to reduce errors.
- Developed systems and procedures to improve operational quality and team efficiency.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Responsible for all HR and operational issue including attendance, break and disciplinary action.
- Participation in weekly client call in order to understand client ask and work accordingly to achieve client target.
Team Lead
Concentrix Daksh Services India Pvt. Ltd
Gurgaon
07.2014 - 03.2022
- Conduct team briefings covering process updates, outage notifications and share the customer satisfaction results
- Streamline monitoring, feedback & other internal processes
- Take responsibility of the Quality: PRR, PMA, PAA, Agent Knowledge Score
- Handling the Escalation process by coordinating and communicating with the Clients to get the most accurate resolutions, at the earliest in order to provide a guaranteed customer satisfaction
- To ensure consistency through calibration of quality scores with the client scores by means of effective interactions with client quality teams
- Conduct weekly coaching and training sessions for all team members to improve technical and customer service skills and make the Agent aware of the process updates
- Conduct the “one to one” reviews and set Personal Development Plans for self and team
- Manage the CSAT, RESOLVE, AHT and Quality scores for the team
- Participate in calibration sessions with quality team to ensure best practice and key training areas are shared and acted on
- Internal Quality audits, to ensure that the process adherences are being implemented
- Worked different stations to provide optimal coverage and meet production goals.
Sr. Practitioner - Ops
Concentrix Daksh Services India Pvt. Ltd
Gurgaon
01.2011 - 07.2014
- Handled customer concern related with their network connection both wired and wireless remotely on customer computers.
- Handled customer queries related with their router, modem and email clients (Outlook, Windows Mail etc.)
- Proven ability to learn quickly and adapt to new situations.
- Resolved problems, improved operations and provided exceptional service.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
CSR
Serco Group
Gurgaon
11.2009 - 12.2010
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
Bachelor of Computer Applications -
DAV College
Jalandhar Punjab India 04.2005 - 07.2008
Master of Computer Applications -
Kuruksheta University
Kurukshetra 04.2009 - 06.2011
Skills
Team Building
Accomplishments
- Best team in LOB during first quarter of 2023.
- 8 associates were promoted in different LOB like WFM, Quality and Operations in past 6 months from my team.
Timeline
Assistant Manager - Operations
Concentrix Daksh Services India Pvt. Ltd
03.2022 - Current
Team Lead
Concentrix Daksh Services India Pvt. Ltd
07.2014 - 03.2022
Sr. Practitioner - Ops
Concentrix Daksh Services India Pvt. Ltd
01.2011 - 07.2014
CSR
Serco Group
11.2009 - 12.2010
Master of Computer Applications -
Kuruksheta University
04.2009 - 06.2011
Bachelor of Computer Applications -
DAV College
04.2005 - 07.2008
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