Managing Customer Service and Tele Sales business with a headcount of 600+ employees at call center with 13+ years of experience in handling Inbound & Outbound Sales, Customer Support Services, and Clients of the organization.
Hi, I’m
Atul Gupta
Associate General Manager Operations
Dehradun,Uttrakhand
Summary
Overview
13
years of professional experience
7
years of post-secondary education
Work History
Ileads Auxiliary Service Private LimitedDehradpun
Associate General Manager
02.2023 - Current
Job overview
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Applied effective time management techniques to meet tight deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Responsible to oversee and direct site management and operational leadership for global travel business account. You will be responsible for all aspects of operations including: analyzing workflow to identify inefficiencies, developing policies to improve the process, implementing change, and tracking progress.
- Deliver 100% to the client set contractual goals of service delivery and meet/exceed the financial and operational goals set by the organization
- Create and present business reviews to the Client and internal leadership on weekly / monthly basis.
- Generate additional process insights, RCAs and Action Plans to improve customer experience. Designing and presenting all Performance Reviews to the client and the company Leadership Team.
- In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)
- Ability to plan actions and control attrition within the required thresholds and lead by example in setting the right persona of a true people leader
- Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross functional teams is a must.
- Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi task across multiple business operations with proficiency.
- Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews
- Responsible for all aspects of operations which include but not limited to meeting key performance metrics, managing staffing, provide and maintain excellent customer experiences scores, ensure effective coverage and training of operations staff; deliver excellent client services, and meet desired business KPIs
- Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly / quarterly P&L forecasts
- Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business
- Ability to motivate and inspire teams and be a natural leader
- Innovative and able to foresee market trends and conditions
- Excellent people manager, open to direction and a collaborative work style and commitment to get the job done
- Persuasive with details and facts
- Confident, flexible with the ability to work in a fast paced and changing environment
- Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
- Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development
- Build and sustain relationships with key people in the Customer Environment, Extrovert with a blend of sales mind set.
Ileads Auxiliery Service Private ltdDehradun
Sr Manager Operations
03.2022 - 01.2023
Job overview
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Daily review of KPI’s (Productivity, AHT, Occupancy, Shrinkage & Attrition, Quality & FCR), SL, AL & Abandon LOB wise, shift wise, Country wise
- Designing KPI based on the R&P targets
- Formulating plans and R&R qualifiers for encouraging and driving performance & productivity
- Frequent visits of Training to gauge the level of understanding of newly recruited employees.
- Conducting reviews of all departments to identify the areas of opportunity to enhance performance and reduce cost
- Identifying the right candidate and assigning responsibility based on the SOW
- Review of every function to keep a check on SOP compliance to maintain the faith of Client
- Monitoring complaints and escalations and checking or preparing RCA
- Understanding and suggesting remedies for BQ employees
Radical Minds Pvt. Ltd:Gurgaon
Manager Operations
11.2020 - 09.2021
Job overview
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Applied effective time management techniques to meet tight deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Daily review of KPI’s (Productivity, AHT, Occupancy, Shrinkage & Attrition, Quality & FCR), SL, AL & Abandon LOB wise, shift wise, Country wise.
- Designing KPI based on the R&P target.
- Formulating plans and R&R qualifiers for encouraging and driving performance & productivity
- Frequent visits of Training to gauge the level of understanding of newly recruited employees
- Conducting reviews of all departments to identify the areas of opportunity to enhance performance and reduce cost
- Identifying the right candidate and assigning responsibility based on the SOW
Startek Aegis Pvt. LtdGurgaon
Manager Operations
09.2019 - 11.2020
Job overview
Tech MahindraNoida
Associate Operations Manager
10.2018 - 09.2019
Job overview
V Resorts Pvt. Ltd Noida
Manager Sales and Operations
11.2017 - 10.2018
Job overview
Oravel Stays Pvt LtdGurgaon
Corporate Team Lead
01.2016 - 02.2017
Job overview
SAVAARI Car PVT LTDDehradun
Manager Operations
01.2013 - 07.2015
Job overview
Spanco BpoDehradun, Uttrakhand
Senior Team Leader
07.2010 - 01.2013
Job overview
Education
SGRR Public SchoolDehradun
High School Diploma
04.2000 - 04.2002
University Overview
HNBU DAV PG CollegeMeerut
Bachelor of Arts
04.2004 - 04.2007
University Overview
HNBU DAV PG CollegeDehradun
Master of Arts
04.2007 - 04.2009
University Overview
Skills
Guest experience management
Operations understanding
Team leadership expertise
Training and development background
Strategic planning skill
Client account management
Timeline
Associate General Manager
Ileads Auxiliary Service Private Limited
02.2023 - Current
Sr Manager Operations
Ileads Auxiliery Service Private ltd
03.2022 - 01.2023
Manager Operations
Radical Minds Pvt. Ltd:
11.2020 - 09.2021
Manager Operations
Startek Aegis Pvt. Ltd
09.2019 - 11.2020
Associate Operations Manager
Tech Mahindra
10.2018 - 09.2019
Manager Sales and Operations
V Resorts Pvt. Ltd
11.2017 - 10.2018
Corporate Team Lead
Oravel Stays Pvt Ltd
01.2016 - 02.2017
Manager Operations
SAVAARI Car PVT LTD
01.2013 - 07.2015
Senior Team Leader
Spanco Bpo
07.2010 - 01.2013
HNBU DAV PG College
Master of Arts
04.2007 - 04.2009
HNBU DAV PG College
Bachelor of Arts
04.2004 - 04.2007
SGRR Public School
High School Diploma
04.2000 - 04.2002