BIDUR GURUNG

• As Operations Manager, I oversee a span of 240 Full-Time Employees (FTEs), supported by 2 Assistant Managers and 16 Team Leaders, ensuring smooth operations and consistent delivery excellence. My key responsibilities include:
• Revenue & Target Management Driving operational performance to achieve and exceed GSM (Gross Sales Margin) targets, directly contributing to revenue growth.
• Client & Vendor Engagement Managing all client calls, vendor manager interactions, Weekly Business Reviews (WBR), and Monthly Business Reviews (MBR) to maintain strong partnerships and ensure business alignment.
• Leadership & Team Motivation Inspiring and guiding teams through effective leadership, fostering a culture of accountability, motivation, and high performance.
• Talent Management Overseeing hiring processes (internal and external) to build strong teams, while ensuring effective succession planning and workforce stability.
• Cross-Functional Collaboration Partnering with Workforce Management (WFM), Training, and Quality teams to align support functions, streamline processes, and deliver operational excellence.
• Continuous Improvement Monitoring performance metrics, identifying improvement opportunities, and implementing best practices to enhance productivity and service quality.

1. Team Management & Supervision: Oversee and support 8 Team Leaders managing global markets, 5 AM ensuring effective 24/7 operations for 1st line and extended 1st line support via chat and email tickets. Supervise team performance, provide guidance, and conduct coaching sessions to maintain high productivity and morale.

2. Coaching & Upskilling: Coach and mentor Team Leaders to enhance their skills and performance. Develop and implement upskilling programs to prepare them for higher responsibilities and drive team success.

3. Process Oversight & Improvement: Create & Lead Weekly Business Reviews (WBR), Monthly Business Reviews (MBR). Conduct calibration calls with clients to ensure service quality and operational alignment. Identify and implement process improvements to enhance efficiency and effectiveness.

4. Client Handling (Vendor Managers): Oversee global markets and various LOBs, manage 3 Vendor Managers to ensure operational excellence, and address any issues effectively. Maintain strong client relationships and resolve escalations to meet and exceed client expectations.

5. Forecasting, Capacity Planning Manage forecasting, seating capacity, and end-to-end billing processes to optimize resource utilization and ensure operational efficiency.

6. Metrics-Driven Performance: Utilize data-driven insights and metrics to drive performance Improvements, enhance service quality, and achieve operational goals.

7. Problem Solving: Address and resolve operational challenges and issues through effective problem-solving techniques to ensure smooth operations and client satisfaction.

8. Compliance & Risk Management: Ensure compliance with company policies and industry regulations. Identify potential risks and implement mitigation strategies to safeguard operations and maintain standards.

9. Performance Management: Conduct recruitment interviews, manage team performance through regular feedback and reviews, and implement continuous improvement strategies.

10. Data Analysis: Perform in-depth data analysis, interpret key metrics, and generate actionable insights to optimize performance and enhance customer satisfaction.

11. Customer Support & Resolution: Oversee grievance management and ensure effective resolution of customer issues, maintaining high standards of service. 12. Strategic Partnership: Serve as a key partner to the Director by providing critical insights and recommendations. Collaborate in developing and executing strategic initiatives and ensure alignment between operational activities and overarching business goals.

13. Process Liaison: Act as the primary liaison for process related matters, ensuring seamless communication and alignment between various teams and stakeholders. Facilitate the development and execution of business strategies and initiatives.

14. Enhanced team performance by implementing targeted coaching and upskilling programs for Team Leaders, leading to increased operational efficiency and leadership effectiveness.

15. Successfully managed and scaled pilot project: Overseeing the HC of 28 support staff to a HC of 830 within 5 months, by handling end-to-end client relationships, training quality, which support to drive significant business growth.

16. International Collaboration & Project Delivery: Worked closely with international teams to drive project outcomes and contribute to key business objectives, which helped in increasing overall revenue and increase in productivity.

• Maintained excellent attendance record, consistently arriving to work on time.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Worked with Telecom related customers to understand needs and provide technical service.
• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
• Supervised team of 20 employees and provided feedback on performance.
• Monitored employee performance and developed improvement plans.
• Managed both Messaging and Voice LOB

• Interact with customers to provide and process information.
• Assisted customers through various support and Gather customer's information and determine the issue be evaluating and analysing the symptoms.
• Enter the health care information in system to generate Health care id Card.
• Reach out to customer through email in case of missing information