Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
SeniorSoftwareEngineer
Jitendra Pathak

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 ImprovementTeam LeadershipClient Relationship ManagementPerformance EvaluationBudgeting and Cost ControlQuality AssuranceTraining and DevelopmentData AnalysisStrong Communication Skills

Certification

COPC LSSGB (Trained in COPC Lean Six Sigma Green Belt)

Interests

Playing Chess

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
Jitendra PathakOperations Manager