Bibhuti Bhusan Rout
Assistant Manager, Operation
Summary
Operations with 9+ years of experience in operational management, customer service, quality assurance, and team leadership across telecom, tech support, and ecommerce industries. Proficient in driving process improvements, managing cross-functional teams, and delivering complex programs aligned with organizational goals. Recognized for exceptional communication skills, strategic thinking, and a dedication to improving customer satisfaction and operational efficiency. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Assistant Manager (Team Leader - Operations)
Concentrix Services India Pvt Ltd.
11.2020 - Current
- Led a team of 50 inbound advisors, maintaining service levels and key performance indicators
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Managed client interactions, maintained up-to-date customer databases, and ensured compliance
- Supported managers in staffing, training, and business expansion, and handled customer complaints and operational issues
- Provided product and process expertise to stakeholders, managed documentation, and reported compliance to internal and external stakeholders.
Quality Lead
Concentrix Daksh India Pvt Ltd (GGN)
08.2018 - 11.2020
- Managed a team of 7 Quality Analysts, driving key metrics such as PRR & AHT through strategic analysis
- Oversaw the Quality Monitoring Process, client relationships, and delivery of contractual SLAs
- Implemented process improvements, conducted internal audits, and provided business consulting services to clients
- Led training sessions and transition planning, ensuring alignment with business goals and customer satisfaction.
- Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
- Improved product quality by implementing strict quality control measures and conducting regular inspections.
- Developed quality policies, procedures, and work instructions tailored to the specific needs of the organization.
Sr Advisor
Concentrix
11.2014 - 08.2018
- Mentored junior advisors, fostering professional development and enhancing overall team performance.
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
- Enhanced client relationships by providing strategic advice and guidance on industry trends and best practices.
- Examined tax filings and determined need for professional tax counsel.
- Facilitated new client onboarding process and investment account setup.
- Participated in industry conferences and networking events as a company representative, expanding brand recognition within the marketplace.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
Education
Batchelor of Commerce - Accounting
Kendrapara Autonomos College, Kendrapara
Odisha 04.2001 -
12th Inter in Accounting, Commerce - Accounting
Higher Secondary Education, Odisha
Odisha 04.2001 -
Skills
Call Management Systems, Call Reviewing Systems
Email & Voice Management Solutions, Internet Applications
MS Office (Word, Excel, PowerPoint), CRM Applications
Program Management: Strategic Planning, Budget Management, Resource Allocation
Process Improvement: Process Optimization, SOP Implementation, Quality Assurance
Team Leadership: Team Building, Mentorship, Performance Management
Client & Stakeholder Management: Client Relations, Stakeholder Communication, Risk Management
Technical Expertise: CRM Applications, Call Management Systems, Data Analysis
MS Office (Word, Excel, PowerPoint), CRM Applications
Personal Information
- Father's Name: Vijay Kumar Rout
Certificationstraining
- Facilitating Digital Meetings
- Building Strong Customer Relationships
- Presentation Skills
- Stress Management
- Creating Strong Leadership Teams
- Handling Difficult Customers
- Time Management
Children
Blessed with one girl (2 yrs. Old)
Languages
English, Hindi, Odia & Bengali
Bilingual or Proficient (C2)
Disclaimer
Gurgaon, Bibhuti Rout
Timeline
Assistant Manager (Team Leader - Operations)
Concentrix Services India Pvt Ltd.
11.2020 - Current
Quality Lead
Concentrix Daksh India Pvt Ltd (GGN)
08.2018 - 11.2020
Sr Advisor
Concentrix
11.2014 - 08.2018
Batchelor of Commerce - Accounting
Kendrapara Autonomos College, Kendrapara
04.2001 -
12th Inter in Accounting, Commerce - Accounting
Higher Secondary Education, Odisha
04.2001 -