Faruk Hussain
Pune
Summary
Dynamic and results-oriented BPO professional with experience in managing large-scale teams across sales operations. Proven track record in handling Personal Loans and Business Loans, driving conversion, controlling shrinkage and attrition, and achieving revenue targets. Skilled in leadership, performance management, and process improvement to deliver consistent business growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
Taurus BPO
Pune, India
07.2024 - Current
- Headed operations for Personal Loan, Salary Loan, and Business Loan verticals
- Managed 387 Telecallers, 25 TLs, 2 DMs, and 3 AMs
- Responsible for team productivity, conversion ratio, and revenue delivery
- Monitored daily performance metrics (UC, Banking, FE, S2F, E2E Process, APR, CDR)
- Implemented strategies to improve lead conversion and team efficiency
- Trained users and served as the primary troubleshooter on new system, which propelled efficiency gains and cost-saving.
- Manage all process reports analysis, Con-calls & action plan.
- Managing the shrinkage and Attrition.
- Taking care of Dialer, PRI, GSM Gateways.
- Handling Slash/Genesis, Dialer activity/Dial Shree/Tech Info (User creation /skill set/Data upload /Real time reporting
monitor, configuration of IVR scripts and uploading) - Coordinated with MIS, HR, and Client stakeholders for smooth operations
Assistant Manager
Armeka Financial Consultants Pvt Ltd
Pune, India
05.2024 - 07.2024
- Handling a team of 50 Telecallers and 2 Team Leaders for the Collections process
- Driving collections efficiency and recovery targets
- Monitoring KPIs like PTP (Promise to Pay), resolution rate, and call productivity
- Ensuring adherence to compliance and process guidelines
- Managing the shrinkage and Attrition.
Assistant Manager
Suma Soft Pvt Ltd
Pune, India
02.2023 - 05.2024
- Managed a team of 185 Telecallers and 10 Team Leaders
- Handled Personal Loans, Salary Personal Loans, and Business Loans
- Responsible for lead generation, prospecting, and sales conversion
- Ensured achievement of daily and monthly targets
- Improved team performance through coaching and monitoring
- Managing the shrinkage and Attrition.
- Taking care of Dialer, PRI, GSM Gateways.
- Coordinated with MIS, HR, and Client stakeholders for smooth operations
Team Leader, Assistant Manager
Altruist Pvt Ltd
Pune, India
02.2020 - 02.2023
- Managed a team of 60 Telecallers and 3 Team Leaders for Personal Loan (PL) process
- Controlled shrinkage and attrition, improving team stability and productivity
- Managing Campaigns (Website, Notification, SMS, Missed Call and VB)
- Managing Daily, Weekly and monthly process MIS along with DRR
- Implementing improvement plans based on business daily requirement.
Team Leader
One Point One services Pvt Ltd
Mumbai, India
11.2018 - 12.2020
- Led a team of 15–18 Telecallers for Dish TV inbound and outbound operations
- Monitored and ensured achievement of AHT and quality benchmarks
- Maintained high customer satisfaction by resolving queries and issues promptly
- Handled team performance, shrinkage, and attrition management
CCE And Team Leader
KarvyDigiconnect Pvt Ltd
Pune, India
05.2015 - 11.2018
Education
B.COM
Karnataka Board
Hubli, KA2021
H.S.C -
Karnataka Board
Hubli, KA2017
S.S.C -
Karnataka Board
Hubli, KA2013
Skills
- Team leadership
- Performance monitoring
- Revenue generation
- Process optimization
- MS Office, MS Excel
Languages
Hindi
Proficient
C2
Bengali
Proficient
C2
English
Upper Intermediate
B2
Marathi
Upper Intermediate
B2
Certification
- Received 3 Certificates for Best Assistant Manager Performance
- Recognized with Appreciation Mail from Business Head (BH) for outstanding performance
- Awarded by BFL Team for achieving highest login in a single day
Interests
- Playing Cricket
- Listening to Music
- Playing Video Games
Timeline
Operations Manager
Taurus BPO
07.2024 - Current
Assistant Manager
Armeka Financial Consultants Pvt Ltd
05.2024 - 07.2024
Assistant Manager
Suma Soft Pvt Ltd
02.2023 - 05.2024
Team Leader, Assistant Manager
Altruist Pvt Ltd
02.2020 - 02.2023
Team Leader
One Point One services Pvt Ltd
11.2018 - 12.2020
CCE And Team Leader
KarvyDigiconnect Pvt Ltd
05.2015 - 11.2018
B.COM
Karnataka Board
H.S.C -
Karnataka Board
S.S.C -
Karnataka Board