Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
CustomerServiceRepresentative
Asif Ansari

Asif Ansari

Senior Manager - Operations
Mumbai,MH

Summary

Strategic Operations Manager with 12+ years of experience leading and overseeing Voice and Non Voice BPO activities. Strong history of devising precise and targeted business operations plans, reviewing performance and driving change. Forward-thinking leader with expertise in setting goals, quality standards and take initiatives while leading quick and efficient attainment of objectives.

Overview

12
12
years of professional experience
5
5
years of post-secondary education

Work History

Senior Operations Manager

Tech Mahindra
Kolkata, West Bengal
04.2022 - Current
  • Provided leadership for continual management and employee training initiatives.
  • Allocated resources to planned programs according to business objectives.
  • Oversaw workforce management planning, volume predictions and capacity planning.

Operations Manager

TechMahindra
Kolkata, West Bengal
08.2020 - 03.2022
  • Managing a team of more than 600 associates with 31 Team Leads and 5 Assistant Managers
  • Multiple LOB (Voice/Non Voice) management with effective delivery of KPIs
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels by 30%
  • Daily connect with Internal & External stakeholders for smooth running of the process
  • Daily revenue management calls to control the losses and increase the EBITDA
  • Putting the Hiring Requisition basis the forecast trends and running BQM for non-performance
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
  • Chaired weekly meetings with executive leadership to identify opportunities for improvement

Operations Manager

TechMahindra
Ahmedabad, Gujarat
07.2019 - 07.2020
  • Managing a team of more than 500 associates with 25 Team Leads and 5 Assistant Managers
  • Multiple LOB (Voice/Non Voice) management with effective delivery of KPIs
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels by 30%
  • Daily connect with Internal & External stakeholders for smooth running of the process
  • Putting the Hiring Requisition basis the forecast trends and running BQM for non-performance
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
  • Chaired weekly meetings with executive leadership to identify opportunities for improvement

Assistant Manager

TechMahindra
Ahmedabad, Gujarat
04.2017 - 06.2019
  • Managing a team of more than 150 associates with 6 Team Leads
  • Multiple LOB (Voice/Non Voice) management with effective delivery of KPIs
  • Managing process absenteeism, attrition and performance
  • Driving CSAT and NPS to deliver best customer experience

Assistant Manager

Concentrix a.k.a Minacs
Mumbai, Maharashtra
12.2015 - 03.2017
  • Managing a team of more than 150 associates with 6 Team Leads
  • Multiple LOB (Voice/Non Voice) management with effective delivery of KPIs
  • Managing process absenteeism, attrition and performance
  • Driving CSAT & Quality to deliver best customer experience

Team Leader

Concentrix a.k.a Minacs
Mumbai, Maharashtra
03.2012 - 11.2015

Quality Analyst

Concentrix a.k.a Minacs
Mumbai, Maharashtra
11.2011 - 02.2012

Customer Service Associate

Concentrix a.k.a Minacs
Mumbai, Maharashtra
05.2010 - 10.2011

Education

Bachelors - Commerce

Valia College
Andheri West
06.2009 - 05.2012

High School Diploma -

Valia College
Andheri West
07.2007 - 05.2009

Skills

Data Analysis

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Hobbies

Cricket, Chess

Timeline

Senior Operations Manager

Tech Mahindra
04.2022 - Current

Operations Manager

TechMahindra
08.2020 - 03.2022

Operations Manager

TechMahindra
07.2019 - 07.2020

Assistant Manager

TechMahindra
04.2017 - 06.2019

Assistant Manager

Concentrix a.k.a Minacs
12.2015 - 03.2017

Team Leader

Concentrix a.k.a Minacs
03.2012 - 11.2015

Quality Analyst

Concentrix a.k.a Minacs
11.2011 - 02.2012

Customer Service Associate

Concentrix a.k.a Minacs
05.2010 - 10.2011

Bachelors - Commerce

Valia College
06.2009 - 05.2012

High School Diploma -

Valia College
07.2007 - 05.2009

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Asif AnsariSenior Manager - Operations