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
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
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