osama khan
Assistant Manager, Operations
Indore
Summary
Assistant Manager with over 5+ years of experience in BPO industry, adept at supporting day-to-day operations and leading teams to achieve operational excellence. Proven track record in enhancing productivity, improving customer satisfaction, and implementing effective strategies to drive business growth. Skilled in team management, conflict resolution, and process optimization, with a strong ability to analyze performance metrics and execute operational improvements. Excellent communication and leadership abilities, combined with a hands-on approach to problem-solving and a commitment to fostering a positive and efficient work environment
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Assistant Manager- Operations
Teleperformance
02.2024 - Current
- Oversee the day-to-day activities of the team, including scheduling, performance monitoring, and providing feedback.
- Provided support to the Senior Manager in various capacities, including monitoring performance metrics and assisting with strategic planning initiatives.
- Achieved cost reductions through effective resource allocation and vendor negotiation.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
- Managed administrative tasks such as report generation and documentation.
Team Lead, Operations
TaskUs
5 2021 - 02.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Coached team members in techniques necessary to complete job tasks.
Quality Assurance Executive
Policyx.com
10.2019 - 05.2021
- Insurance web aggregators
- Daily call monitoring and providing feedback based upon observation
- Creation and daily updation of process dashboard
- Conduction of quality session for BQ outliers and NHT batches based on operational requirement
- Pareto analysis based upon defect parameters
- RCA reports on red alert cases highlighter by CRT team
Process Trainer
Teleperformance
08.2018 - 04.2019
- Trained NHT batches for product as per defined process
- Conducted pre/post shift sessions for daily updates based upon changes made in process or product
- Handling escalation calls and resolving customer queries
- Conducted Product Knowledge test, dip checks and mystery calling to gauge knowledge gaps of experts
Customer support executive
Teleperformance
12.2017 - 08.2018
- Resolving customer queries on calls regarding technical issues
- Providing sales related info regarding product
- Giving information from CRM regarding their order details
- Maintaining monthly quality scores for self
- Maintaining monthly AHT as per the threshold
Education
Bachelor of engineering - Computer Science
Vindhya Institute of Science and Technology
01.2011 - 04.2015
Skills
Quality control tools Data Scrubbing
Data Interpretation Root cause analysis
Defect anlaysis Calls/chats/Email monitoring
Time management Team Handling
Performance improvement
Key performance indicators
Languages
English
Upper intermediate
Hindi
Upper intermediate
Additional Information
- AHT champ of the month (06/2018)
- Quality champ of the month (08/2018
- GRE qualified (2016). Scored 291/340
Timeline
Assistant Manager- Operations
Teleperformance
02.2024 - Current
Quality Assurance Executive
Policyx.com
10.2019 - 05.2021
Process Trainer
Teleperformance
08.2018 - 04.2019
Customer support executive
Teleperformance
12.2017 - 08.2018
Bachelor of engineering - Computer Science
Vindhya Institute of Science and Technology
01.2011 - 04.2015
Team Lead, Operations
TaskUs
5 2021 - 02.2024
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