Harshit Gupta
Operations Lead
New Delhi
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Work History
Operation Lead
Bytedance India Pvt Ltd
Gurgaon
12.2019 - Current
- Define and execute strategies to maximize impact and efficiency of sites' workforce. Manage sites' performance, proactively detect potential risks and take solid actions to ensure and maintain good performance.
- Deep dive into sites' performance analysis, contribute insights, set up OKRs and KPI metrics, keep tracking and driving efficient actions.
- Provide coaching and mentorship to guide career development. Lead team capacity, forecasting, and resource allocation while accurately evaluating performance of team members and providing direct and actionable feedback.
- Design and optimize processes from current-state to future-state to ensure more user centricity, operational excellence and drive implementation of new processes and ideas.
- Identify user needs and partner with product/ strategy teams, bringing insights to product optimizations.
- Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving safety and user experience.
Assistant Manager - Operations
Concentrix Daksh Pvt Ltd
Gurgaon
08.2018 - 12.2019
- Supervised operations team to support operational excellence and excellent customer service.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Monitored employee productivity and optimized procedures to reduce costs.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
- Trained and guided team members to maintain high productivity and performance metrics.
Team Leader
Intelenet Global Services(Now Teleperformance)
Gurgaon
02.2013 - 08.2018
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted regular reviews of operations and identified areas for improvement.
Education
B.Tech(Bachelor in Computer Science) - Computer Science & Engineering
06.2008 - 08.2012
Skills
Budgeting and forecasting
Project development and life cycle
Management information systems
Risk analysis and management
Work flow planning
Customer relations specialist
Staff Management
Strategic partnerships
Data analysis
Distribution center management
Complex problems analysis
Operations management
Performance Evaluations
Superb time management skills
Cross-functional communications
Strategic planning
Accomplishments
- Saved the company $2800 by aggressively negotiating with transport team by reducing No Shows from 63% to 11%.
- Earned the “Superstar Leader” Award in 2016 for Exelempary Team Performance and Contributions.
- Collaborated with team of 12 in the development of I Unifi Robotic Platform.
- Supervised team of 70+ staff members in handling Youtube LOB.
- SMART Assign Project : Migration of all TikTok moderation Queues to one single platform to ease out day to day operations.
Certification
Project Management Certification
Timeline
Project Management Certification
12-2021
Operation Lead - Bytedance India Pvt Ltd
12.2019 - Current
Assistant Manager - Operations - Concentrix Daksh Pvt Ltd
08.2018 - 12.2019
Team Leader - Intelenet Global Services(Now Teleperformance)
02.2013 - 08.2018
Roorkee Engineering & Management Technology Inst - B.Tech(Bachelor in Computer Science), Computer Science & Engineering
06.2008 - 08.2012