Kiran R
Bangalore
Summary
Accomplished Operations Assistant Manager with a proven track record at 24/7.ai for 9+ years, skilled in people management and optimizing performance. Successfully enhanced productivity by streamlining workflows and leading a team of 60+ to consistently surpass KPIs. Proficient in data analysis and client relationship management, with a strong focus on team development and operational efficiency. Led the end-to-end recruitment process from job requisition to onboarding, ensuring alignment with organizational goals and meeting performance KPIs.
Overview
10
10
years of professional experience
Work History
Operations Assistant Manager
24/7.ai
Bangalore
07.2022 - Current
- Led the daily operations of a BPO with a team of 60 experts, 4 team leaders, and 4 subject matter experts.
- Oversaw and optimized workflows, reducing process inefficiencies, and enhancing productivity.
- Led and managed the recruitment process for multiple teams, successfully sourcing, screening, and hiring both employees and team leaders, ensuring alignment with business goals and operational needs.
- Managed the full-cycle recruitment process from job requisition to onboarding, while ensuring the recruitment efforts met performance KPIs, and were in line with organizational expectations.
- Managed and mentored recruitment teams, driving performance, and ensuring the recruitment of top-tier talent for both team leaders and operational staff. Promoted a collaborative environment to improve the team's overall effectiveness in meeting recruitment targets.
- Worked closely with senior leadership and department heads to understand hiring requirements, provide updates, and ensure seamless integration of new hires into the operational teams, addressing any talent-related concerns promptly.
- Monitored key performance indicators (KPIs) and other metrics to ensure alignment with client objectives.
- Provided actionable insights and strategic recommendations to senior management.
- Organized and conducted regular training and development programs, improving team skills and overall performance.
- Implemented continuous improvement initiatives to drive operational excellence.
- Supported employees in attending organizational development sessions, and facilitating cross-functional skill enhancement.
- Enhanced compliance with industry regulations, company policies, and client requirements, fostering a culture of ethical operations.
- Conducted appraisals every year for all the employees.
- Implemented process improvements to enhance recruitment workflows, reducing time-to-hire and increasing the quality of candidates selected for both operational roles and leadership positions.
Team Leader
24/7.ai
Bangalore
06.2019 - 06.2022
- Managed a team of 18 experts, providing guidance and support to ensure optimal performance.
- Delegated tasks and responsibilities based on team members' strengths, ensuring efficient support and productivity.
- Resolved conflicts and addressed issues within the team, promoting a collaborative and positive work environment.
- Monitored and improved NPS metrics to enhance customer satisfaction and loyalty.
- Handled client escalation emails, ensuring prompt and effective resolution.
- Developed and implemented performance improvement plans to drive individual and team success.
Associate and Transition Team Leader
24/7.ai
Bangalore
07.2017 - 06.2019
- Recognized and rewarded new team members for their achievements and contributions.
- Facilitated brainstorming sessions to gather innovative ideas from new recruits.
- Conducted conversation reviews with the L&D team and Subject Matter Experts (SMEs) to ensure quality and alignment.
- Provided regular coaching and feedback to support team development and performance improvement.
Subject-Matter Expert
24/7.ai
Bangalore
07.2016 - 06.2017
- Led daily pre- and post-shift huddles to set the focus for the day.
- Discussed key wins and challenges to drive continuous improvement.
- Developed action plans to address challenges and enhance performance.
- Served as the first point of support for all executives.
- Recognized and rewarded employees for their achievements and successes.
- Facilitated brainstorming sessions to collect ideas from team members.
- Conducted regular coaching and feedback sessions to support employee development.
Front-Line Executive
24/7.ai
Bangalore
06.2015 - 06.2016
- Provided tailored solutions to customers, ensuring that their needs were met effectively.
- Prioritized customer satisfaction by addressing inquiries with respect, and patience.
- Probed to assess whether products were suitable for the customer's specific needs.
- Assisted customers with Whole of Home Solutions to optimize their services.
- Engaged in cross-selling, identifying opportunities to bring customers' products from competitors, and helping them manage their bills more efficiently.
Education
Bachelor of Commerce -
SMSG Jain College
Bangalore01-2015
High School Diploma -
St Patrick's High School
Bangalore06-2009
Skills
- Sales
- People management
- Performance Management
- Client management
- The ability to work under pressure and multitask
- The ability to follow instructions and deliver quality results
- Data Analyst
- Good communication and interpersonal skills
- MS Office
- Meeting planning
Accomplishments
- Awarded as the Best Team Leader in the financial year 2020-21
- Awarded Centre of Excellence Award in the financial year 2022
- Awarded.as the Best People's Leader
- Maintained 0% attrition for the year 2020-2021
- Won client's Annual and Quarterly Rockstar and selected to visit Australia
- Awarded as the Frontline Leader of the year 2023
- 25+ best employee of the month
Internal Certifications
- Performance & people management
- Associate Team Leader Level: Blueprint
- Associate Team Leader Level: Bedrock
- Operation Assistant manager level: Elevate
Area of Expertise
- Sales
- Hiring
- Customer experience
- Hands-on experience in MS Excel and PowerPoint
- Experience in handling 60+ experts
Timeline
Operations Assistant Manager
24/7.ai
07.2022 - Current
Team Leader
24/7.ai
06.2019 - 06.2022
Associate and Transition Team Leader
24/7.ai
07.2017 - 06.2019
Subject-Matter Expert
24/7.ai
07.2016 - 06.2017
Front-Line Executive
24/7.ai
06.2015 - 06.2016
Bachelor of Commerce -
SMSG Jain College
High School Diploma -
St Patrick's High School
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