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
Employee relations and conflict resolution
Fluent in English Communication
P&L Management
Operations management
Customer/Client Relationship Management
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