Praveen Kumar V
Bangalore
Summary
Accomplished Senior Manager Operations at Teleperformance Global Services Pvt Ltd, adept in business performance management and cross-functional collaboration. Spearheaded operations across multiple channels, enhancing customer experience and operational efficiency, leading a team of 750+ employees. Demonstrated innovation management, achieving significant process improvements and fostering a culture of engagement and excellence.
Overview
18
18
years of professional experience
Work History
Senior Manager Operations
Tele performance Global services Pvt Ltd
Hyderabad
06.2022 - 01.2024
- Managed a team of 750+ agents across multiple locations in India, including TLs, AMs, and operations managers.
• Managed a wide range of customer experience programs across all business channels.
• Ensured key KPI delivery as per client expectations.
• Managed operational efficiency of processes and maintained cordial relations with other departments.
• Supervised cross-trains and up-trains at the request of Client Services.
• Worked closely with the Human Resources and Talent Acquisition team to lead with integrity and establish trust.
• Communicated system and business process gaps with the client for smooth operations and service delivery development.
• Partnered with clients on process mapping, key performance metrics, and capacity requirements.
• Analyzed the daily revenue dashboard and made plans to maximize profitability.
• Part of Lean Six Sigma & DMAIC Projects for quick-hit process improvements.
• Designed different schemes for process requirements.
• Managed people engagement for control of attrition, shrinkage, and team growth.
• Reviewed the team daily, weekly, and monthly, setting goals and expectations.
Operations Manager
Q Conneqt Business Solutions Pvt Ltd
04.2021 - 04.2022
- Overseeing Business Lines and Performance
• Managed 130 agents across eight business lines.
• Oversaw staffing, performance monitoring, task assignment, and profitability strategies.
• Collaborated with learning and development team for training and client engagement.
• Managed staff schedules and ensured report accuracy.
• Monitored sales and organized employee engagement initiatives.
• Addressed employee misconduct and assessed training needs.
• Oversaw onboarding and execution of training programs.
Operations Manager
1Point1 solutions Pvt Ltd
10.2019 - 11.2020
- Handling LOB Inbound, Outbound, and Escalation Desks
• Managed 170 agents with 2 AMs and 9 team leaders.
• Managed manpower availability and performance.
• Assigned tasks to team members.
• Implemented new strategy plans to avoid impact on P&L.
• Monitored sales and applied new strategies.
• Interacted with clients via email and call.
• Calibrated project specifications within FLMs.
Overlooked rosters and approved, planned, and forecasted based on volume trends.
• Monitored reports and reviewed performance hourly.
• Planned employee engagement calendar to reduce attrition.
• Conducted HOD meetings and connect meetings with employees.
Operations Manager
Cogent-e-services Pvt Ltd
05.2019 - 09.2019
- Team Management Overview
• Handling 130 agents with 1 AM and 6 team leaders.
• Managing manpower availability and performance.
• Assigning tasks to team members.
• Monitoring sales and ensuring targets are met.
• Interacting with clients via email and phone.
• Calibrating project specifications within FLMs.
• Overlooking rosters and planning based on volume trends.
• Monitoring and validating reports for quality.
• Conducting timely reviews and follow-ups with defaulters.
• Reviewing performance hourly.
• Planning employee engagement calendar to reduce attrition.
• Conducting HOD meetings to understand challenges and complaints.
Operations Manager
Aegis India Pvt Ltd
05.2016 - 05.2019
- Handling team span of 150 agents with, 2 AMs & 10 team leaders
- Manage manpower availability throughout the shift
- Manage performance of the team & make sure they achieve their Targets
- Interacting with clients through mails & call if required
- Ensure the project specifications are calibrated within FLMs & drive performance
- Overlooking rosters & approving, planning & forecasting as per volume trends
- Closely monitor reports & validate the same to ensure the quality is 100%
- Conduct timely review & follow up with defaulters to ensure desired goals are achieved
- Review performance hourly, to ensure the deliveries are achieved on time
- Plan employee engagement calendar & ensure the employee engagement is done, in-order to ensure attritions are low
- Conduct HOD meetings in order to discuss and understand the challenges & complaints from all departments such as admin, transport, HR, Facility, security etc to ensure there is no deviation on policy
- Conduct connect meeting with employees & resolve their issues
- This is ensure there is employee satisfaction & there are no mind blocks which may lead to attrition
- Interact with clients & ensure their expectations are met
- Have weekly call with them basis performance
- Take action on employee who had violated policy / with behavioral issues
Assistant Operations Manager
Repucom Media Analysis India Pvt Ltd
12.2014 - 04.2016
- Company Overview: Global Leaders in Sports Media Research
• Handling UK, South Africa, and Middle East clients.
• Manages 80 agents with 5 leaders.
• Manages team performance and targets.
• Assigns tasks and interacts with clients.
• Oversees rosters and approves projects.
• Builds pipeline for fixtures.
• Monitors and validates reports for quality.
• Reviews performance hourly to ensure timely deliveries.
• Plans employee engagement calendar to reduce attrition.
• Facilitates HOD meetings to understand challenges and complaints.
• Conducts connect meetings with employees to resolve issues.
• Interacts with clients and ensures expectations are met.
• Contributes to knowledge base system.
Assistant Operations Manager
First source
04.2013 - 12.2014
- Assistant Operations Manager Role Summary:
• Managed 120 agents with 7 team leaders.
• Monitored team performance and targets.
• Assigned tasks to team members.
• Monitored employee reports for compliance and policy violations.
• Monitored sales and pre-to-post conversions.
• Planned employee engagement calendar to reduce attrition.
• Facilitated HOD meetings and conducted connect meetings.
• Oversaw rosters and approved employee requests.
• Interacted with clients and conducted root cause analysis.
Assistant Operations Manager
Mphasis, an HP Co
08.2012 - 03.2013
- Role Overview:
• Handling SRD, K&E, and SPOC for ICE.
• Manages 150 agents with 7 team leaders.
• Manages team performance and targets.
• Assigns tasks to team members.
• Guides team members in improving performance.
• Works as 2nd in command in absence of Process Delivery Head.
• Ensures achievement of client Service Level parameters.
• Authorized to send external reports to clients.
• Manages client interaction.
• Conducts call monitoring exercises and coaching sessions.
• Prepares daily and monthly agent activity and performance reports.
• Conducts weekly reviews with team leaders.
• Conducts weekly ISO audits.
Unit Operations Manager
Mphasis, an HP Co
09.2005 - 08.2012
- Customer Service Executive Role
• Assisting customers and collecting delinquent accounts.
• Handling team in absence of Ops manager.
• Mentoring new hires to improve learning curve.
• Creating "Stretch" and "Best Practice Sharing" environment.
• Developing excellent listening skills and quick problem-solving abilities.
Education
B.com - Bachelor of commerce
CMJ university
01.2013
Skills
- Business performance management
- Reporting oversight
- Cross-functional collaboration
- Market analysis
- Reporting management
- Innovation management
Disclaimer
I hereby declare that the above-mentioned information is correct to the best of my knowledge and I bear complete responsibility for its validity.
Timeline
Senior Manager Operations
Tele performance Global services Pvt Ltd
06.2022 - 01.2024
Operations Manager
Q Conneqt Business Solutions Pvt Ltd
04.2021 - 04.2022
Operations Manager
1Point1 solutions Pvt Ltd
10.2019 - 11.2020
Operations Manager
Cogent-e-services Pvt Ltd
05.2019 - 09.2019
Operations Manager
Aegis India Pvt Ltd
05.2016 - 05.2019
Assistant Operations Manager
Repucom Media Analysis India Pvt Ltd
12.2014 - 04.2016
Assistant Operations Manager
First source
04.2013 - 12.2014
Assistant Operations Manager
Mphasis, an HP Co
08.2012 - 03.2013
Unit Operations Manager
Mphasis, an HP Co
09.2005 - 08.2012
B.com - Bachelor of commerce
CMJ university
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