Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Pooja Rai

Manager - Operations

Summary

Designation: Manager Operations: Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

11
11
years of professional experience
3
3
Languages

Work History

Operations Manager

Concentrix
Pune , MH
11.2018 - Current
  • Manage a team of at least 150+ executives supporting Voice/Non-Voice operations
  • Regular 1 to 1 with AM/DM and skip level with Agents
  • Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
  • Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
  • Identify and drive continuous improvements and initiatives in the process
  • Coach & mentor Team leads to enable them to better manage their teams
  • Establish & Manage Relationships / Engagement with the Clients
  • Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day to day basis; reporting responsibilities
  • Provide expertise and leadership in assigned functional area
  • To ensure customer delivery, revenue and employee metrics
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Deputy Manager

Concentrix
Pune, MH
07.2015 - 10.2018
  • Maintained, documented and presented progress reports to leaders.
  • Take weekly and monthly calls with clients to understand the expectations from the teams and seek updates
  • Collaborate with internal teams, inter departments, cross functions across locations
  • To be the Key contact for all problems and queries with specific business assigned
  • Enhanced supervisory and leadership abilities by working closely with supervisor.
  • Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty.
  • Partnered with upper management in executing functional strategies and reporting capabilities.
  • Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.

Assistant Manager

Concentrix
Pune, Maharashtra
07.2012 - 06.2015
  • Responsible for following agreed governance model, escalation & communication plan
  • To ensure team members achieve agreed standards in relation to their job assignments
  • Manage overall personnel performance and discipline
  • Provide direction to staff, ensure resolution of problems
  • Evaluation of operational practices and procedures
  • Manage & control attrition and keep it to the minimum and plan for timely back fills
  • Ensure team deliverables are met
  • Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork
  • Provide advice and assistance to senior management in planning, implementation and evaluation to existing operations
  • Ensure that all audit related issues are brought to a close
  • To ensure that all internal customer queries are followed up on a timely basis
  • Created employee schedules to align coverage with forecasted demands.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Education

B. Com -

Pune University
Pune

Executive Diploma - Foundational Management Program

IILM

Skills

Team Managementundefined

Accomplishments

  • Earned the “President Club Award” Award in 2019 which is awarded to 1% Top quartile of the organisation.
  • Travelled to UK to recieve the Annual Extra Mile Award for being the Best Team for the year 2015.
  • Won the Monthly Extra Mile Award 6 times between 2015 to 2019.
  • Was rated 5 out of possible 5 by the clients for effectively managing performance and building relationships.

Timeline

Operations Manager

Concentrix
11.2018 - Current

Deputy Manager

Concentrix
07.2015 - 10.2018

Assistant Manager

Concentrix
07.2012 - 06.2015

B. Com -

Pune University

Executive Diploma - Foundational Management Program

IILM

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Pooja RaiManager - Operations