Work History
Additional Information

Amit Vikram Jha

Sr Manager Operations
Delhi ,Delhi


Practiced Call Center Manager with more than 11 years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within call center environments, continuously surpassing goals while complying with company standards and mission.

Proficiency in Operations Management/Customer Service and Relations / Project Management / Client Services / Behavioral & Product training / corporate communication / Training and development /Recruitment & HR/Talent Engagement / R&D


years of post-secondary education
years of professional experience

Call Center Manager

Teleperformance India, Teleperformance
Gurgaon , Haryana
2010.01 - Current
  • Is a global company, worldwide leader in multichannel customer experience Role: working as Senior Manager Operations (Call Center Manager)
  • Worked as Manager Operation from 2016 to 2019
  • Asst Manager Customer Care) in June of 2012 and Later ACCM (Asst Contact Center Manager) in June 2014.
  • Joined in January 2010 internally promoted from TSA in Feb 2010 to Lead TSA II for SanDisk LOB - Was promoted as Subject Matter Expert from Lead Support Associate in June 2011
  • Completed Six Sigma YB/GB/BB programs.
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 200-member management team with related direct reports.
  • Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
  • Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels like RPA Implementation and Cost Saving techniques
  • Evaluated upcoming program plans to forecast expected resource needs.
  • Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
  • Managed communications during major technology outages, natural disasters, virus outbreaks, frame cloud outages and network device outages.
  • Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Established and oversaw performance targets for call center associates.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
  • Kept stakeholders up-to-date on details pertaining to client projects.
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Established performance and service goals and held associates accountable for individual performance.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Coordinated with RPA developers to evaluate and improve software and hardware interfaces.
  • Collaborated with developers and performance engineers to enhance supportability and identify performance bottlenecks.
  • Partnered with team members, including Managers and Asst Managers to minimize project delays.
  • Collaborated on all stages of systems development lifecycle, from requirement gathering to production releases.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
  • Planned and managed full cost saving project lifecycles, from conception through final completion.
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service.
  • Facilitated completion of deliveries and verified all documentation.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.

Sr. Associate

Wipro, Verizon LOB
Delhi , Delhi
2008.03 - 2010.01
  • Worked for Wipro BPO for 22 Months as Sr.Tech Support Associate
  • Worked on Voice, Chats and Email LOBs
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Assisted callers to achieve organizational goals.
  • Obtained knowledge on how to operate various pieces of equipment.
  • Resolved caller issues quickly and thoroughly.
  • Liaised between new customers and various departments throughout organization.

Work History

10th And 12th Std - Science

Kendriya Vidyalaya V 39 GTC, Varanasi
1993.04 - 2005.04

Bachelor of Science - IT

2006.04 - 2009.07

Diploma - IT

2005.07 - 2006.07





  • Best AMCC Award (5 times)
  • Best ACCM Award (9 Times)
  • Best Manager Operations Pan India (3)
  • Best CCM Sitelevel and Pan India (4)
  • Multiple awards and accolades
  • Multiple client appreciations

Additional Information

  • Presenting WBR, MBR and QBRs to the clients
  • Drive Team adherence and manage monthly scheduling
  • Manage key business metrics like SLA's and CSAT
  • Run reports & conduct a thorough analysis of SLA misses
  • Generate dashboard and scorecards for the Team for review Performance management and appraisals for the entire Team.
  • Weekly Reviews to the Clients on key deliverables
  • One-One with the team and schedule Team meetings./Feedback and Coaching Knowledge management for the team and quality control
  • Apply performance management strategies - action plans, BQ planning Responsible for people/employee career development
  • Managing the product listings on various online stores and market places Hiring and team building






EU Data Protection Regulation



Watching Movies

Great Manager Institute GMI Trained and Certified

Call Center Manager - Teleperformance India, Teleperformance
2010.01 - Current
Sr. Associate - Wipro, Verizon LOB
2008.03 - 2010.01
NIIT (KUVEMPU) - Bachelor of Science, IT
NIIT (GNIIT) - Diploma , IT
Kendriya Vidyalaya V 39 GTC - 10th And 12th Std, Science

Code on Conduct Serise




Cyber Security Awareness Programe for call centers


Work from Home Seciurity Training


Coaching and Monitoring Expert, Teleperformance


Six Sigma, Teleperformance - 2018-2019


EU Data Protection Regulation



Amit Vikram JhaSr Manager Operations