Playing Chess
Jitendra Pathak
Operations Manager
Mohali
Summary
Results-driven and highly skilled Operations Manager with over 8 years of experience in the BPO industry. Certified in COPC LSSGB, LSSYB & LSSWB and Great Manager 2023. Committed to driving operational efficiency, optimizing processes, and delivering exceptional client experiences. Seeking a challenging role to utilize my expertise and leadership abilities in a dynamic organization.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Operations Manager
Teleperformance India
01.2022 - Current
- Led a team of 350+ employees, overseeing daily operations and ensuring key performance indicators (KPIs) were met or exceeded
- Implemented process improvements, resulting increase in productivity and reduction in costs
- Developed and maintained strong client relationships, collaborating on strategic initiatives and delivering high-quality service
- Conducted regular performance evaluations, provided coaching and training, and recognized top performers to foster a high-performing team culture
- Managed budgetary responsibilities, including resource allocation and cost control, resulting in improved profitability.
Assistant Operations Manager
Teleperformance India
01.2018 - 01.2021
- Assisted the Operations Manager in overseeing departmental activities and ensuring smooth operations across multiple teams
- Implemented quality control measures and conducted audits to identify areas for improvement and ensure adherence to service level agreements (SLAs)
- Streamlined workflows and optimized resource utilization, resulting in a [percentage] reduction in turnaround time
- Collaborated with cross-functional teams, including Training, IT, and HR, to implement process enhancements and drive employee engagement initiatives.
Operations Supervisor
Teleperformance India
01.2016 - 01.2017
- Supervised a team of 25+ agents, providing guidance, coaching, and performance feedback to maximize productivity and customer satisfaction
- Developed and implemented standard operating procedures (SOPs) to streamline workflows and ensure consistent service delivery
- Conducted regular team meetings to communicate goals, performance expectations, and updates on company policies and procedures
- Monitored real-time metrics and took proactive measures to address performance gaps and optimize service levels.
Education
Bachelor of Engineering (B.E.) - undefined
Chameli Devi School of Engineering, RGPV
01.2009 - 05.2013
Skills
Process Improvementundefined
Certification
COPC LSSGB (Trained in COPC Lean Six Sigma Green Belt)
Interests
Cricket
Timeline
Operations Manager
Teleperformance India
01.2022 - Current
Assistant Operations Manager
Teleperformance India
01.2018 - 01.2021
Operations Supervisor
Teleperformance India
01.2016 - 01.2017
Bachelor of Engineering (B.E.) - undefined
Chameli Devi School of Engineering, RGPV
01.2009 - 05.2013
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