ANUPAM KOHLI
West Delhi
Summary
Dynamic operations manager with extensive experience at Tata Consultancy Services, excelling in customer experience management and call quality assurance. Proven track record in reducing attrition and enhancing team performance through effective coaching and negotiation skills. Adept at implementing strategic improvements, driving operational excellence, and fostering a high-performance culture.
Overview
20
20
years of professional experience
Work History
MANAGER OPERATIONS
TATA CONSULTANCY SERVECES
04.2025 - Current
- Supervising lead teams handling customer queries across channels for lending process.
- Ensuring high accuracy in risk profiling.
- Responsible for monitoring delinquency trends and highlighting credit risk patterns to client.
- Responsible for accuracy to reduce write-offs and minimize credit losses.
- Responsible to implement improvement plans based on portfolio performance.
- Set and manage quality targets and SLAs.
- Conduct regular coaching and performance reviews.
- Manage shrinkage and attrition.
- Ensure smooth onboarding for LBG Group customers.
Team Manager operations
Barclays
07.2019 - 04.2025
- Responsible for managing KPI targets of team members along with portfolio while ensuring adherence to process guidelines.
- Managing performance of customer experience through effective communication while managing performance of collections.
- Managing performance for AHT/Login hours delivery for team and process.
- Managing & working towards identifying gap areas in quality of conversations of advisors and improving them through effective coaching.
- Responsible to check all the compliance errors and feed them back to employee on timely basis.
- Regular re-iteration of Risk &Control in team to ensure compliance.
- Managing shrinkage & Attrition of team through effective people management.
- Working with team to groom them towards growth within the organisation in different roles.
- Managing performance through effective monthly one to one's discussions and motivating team to improve on opportunity areas.
- Managing yearly appraisals for team members.
- Ensuring good call quality from customer experience point of view (NPS).
Assistant Manager Operations
Concentrix
11.2016 - 07.2019
- Achieved highest promoter score by delivering tailored solutions with team collaboration.
- Maintained low attrition rates through effective one-on-one meetings and regular team engagement.
- Published daily, weekly, and monthly performance reports to keep team informed of progress.
- Identified individual and team opportunity areas, providing feedback to overcome obstacles.
- Reviewed performance regularly, offering consistent feedback to enhance team growth.
- Conducted daily huddles to discuss previous performance and strategize for future improvement.
- Prepared early warning system to alert leadership about potential attrition risks.
- Proactively identified business-impacting issues, developing action plans for operational efficiency.
Assistant Manager Operations
Concentrix
11.2016 - 07.2019
- Managed performance for sales target at team & individual level for a premium client OLX.
- Managed shrinkage daily basis & Attrition on monthly basis.
- Responsible for sharing performance snapshot with team at individual & process level.
- Responsible to check process knowledge gap & highlight to quality team and ensure 100 % coverage to the team.
- Independently handling escalations from Internal or external customers.
- Responsible for running operations smoothly by co-ordination with different departments.
- Proactively working on identifying issues having business impact and laying down action plan for improvement or curbing the issue & running operations smoothly.
- Conducted performance appraisal on monthly/yearly basis for all the assigned team members.
Team manager operations
Aegis BPO Pvt ltd
01.2016 - 11.2016
- Maintain shrinkage on daily to avoid any deficit of login hours.
- Agent wise call monitoring and sharing feedback to enhance call quality and improve process knowledge.
- Independently handling escalations from Internal or external customers.
- Responsible for running operations smoothly by co-ordination with different departments.
- Proactively working on identifying issues having business impact and laying down action plan for improvement or curbing the issue & running operations smoothly.
- Working closely with other department for smooth operation on daily basis.
- Conducting performance appraisal on monthly/yearly basis for all the assigned team members.
- Controlling attrition to ensure adequate headcount on monthly basis.
- Provide performance trends and analysis to the team while monitoring performance and providing feedback.
Assistant Manager Operations
John Keells BPO Pvt LTD
04.2015 - 11.2015
- Delivery of team sales count, service level components, quality and productivity targets & indicators.
- People Management, including all HR related issues, as well as staff development ensuring lowest attrition.
- Motivation, leadership for a team of 15 associates & driving their performance individually.
- Conducting performance appraisal for each team member on monthly basis.
- Compiling reports on team’s performance and customer feedback, publishing reports on daily & weekly basis.
- Communication and being a focal point of dissemination of information from management to team and vis versa.
- Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.
Assistant Manager
Genpact India
09.2005 - 10.2014
- Maintained control over losses for accounts 0-207 days delinquent while ensuring customer satisfaction.
- Directed daily operations of a 20-member customer service and collections team.
- Formulated and executed collection strategies, processes, and workflows to drive performance improvements.
- Instructed team on call center operations as well as billing and collections compliance guidelines.
- Elevated overall productivity by enhancing team knowledge base.
- Evaluated performance trends, providing analytical insights and feedback to the staff.
- Created measurement systems to align team goals with broader organizational objectives.
- Promoted teamwork by facilitating career development planning and articulating business vision.
Education
MBA - Marketing
Sikkim Manipal University
04-2014
BBA -
Sikkim Manipal University
04-2012
12th - Commerce
CBSE
03-2002
10th -
CBSE
03-1999
Skills
- Negotiation skills
- Customer experience management
- Call quality assurance
- Attrition and shrinkage management
- People management
Hobbies and Interests
- Travelling
- Music
- Driving
- Reading
- New learnings
Languages
- English
- Hindi
- Punjabi
Personal Information
Date of Birth: 01/09/82
Timeline
MANAGER OPERATIONS
TATA CONSULTANCY SERVECES
04.2025 - Current
Team Manager operations
Barclays
07.2019 - 04.2025
Assistant Manager Operations
Concentrix
11.2016 - 07.2019
Assistant Manager Operations
Concentrix
11.2016 - 07.2019
Team manager operations
Aegis BPO Pvt ltd
01.2016 - 11.2016
Assistant Manager Operations
John Keells BPO Pvt LTD
04.2015 - 11.2015
Assistant Manager
Genpact India
09.2005 - 10.2014
MBA - Marketing
Sikkim Manipal University
BBA -
Sikkim Manipal University
12th - Commerce
CBSE
10th -
CBSE