Rahul Byas
Senior Manager Operations
Hyderabad
Summary
Experienced Program and Operations Management Professional with a strong track record of leading high-performance teams and executing impactful projects within set budgets and timelines. Skilled in workflow optimization, best practice implementation, and the use of automation tools for operational efficiency. Recognized for fostering strong client relationships, effective talent acquisition, and training initiatives, consistently achieving high customer satisfaction. Demonstrated expertise in budget management, compliance assurance, and the integration of emerging technologies to stay ahead of industry trends. Strategic Senior Manager proficient in leading large teams of over 450+ employees, including direct reports, to meet challenging goals. Provides clear direction to foster cohesive, high-performing teams. Customer-centric professional with a successful 15-year career in the Customer Service Industry.
Overview
15
15
years of professional experience
7
7
Certificates
3
3
Languages
Work History
Senior Operations Manager
IntouchCx
Hyderabad, Telangana
03.2024 - Current
- Identified issues, analyzed information and provided solutions to problems.
- Worked effectively in fast-paced environments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
Senior Manager Operations
Teleperformance Global Services India Pvt Ltd
Hyderabad, Telangana
08.2023 - 02.2024
- Led a project that saved $1.80 million in transportation costs by collaborating with the Transport and WFM team, increasing cab occupancy from 75% to 89% and reducing Cab No Show costs from $0.09 million to $0.03 million within 4 months
- Led cross-functional teams to achieve peak performance
- Optimized workflows, introduced best practices, and implemented automation tools
- Nurtured strong client relationships through effective communication
- Managed budgets, ensured industry compliance, and embraced emerging technologies
Program Manager - Central Time Keeping
Amazon Development Centre India Pvt Ltd
Hyderabad
03.2022 - 12.2022
- Focus on headcount saving through automation and process integration
- Streamlined leave policies, saving $9.58 MM and improving employee experience.
CS Group Manager
Amazon Development Centre India Pvt Ltd
Indore
07.2020 - 02.2022
- Introduced real-time monitoring for virtual employees, improving unauthorized break usage
- Led Gemba events to enhance customer and associate experience.
CS Team Manager
Amazon Development Centre India Pvt Ltd
Indore
02.2018 - 07.2020
- Maximized productivity through supervision, training, and performance analysis.
Assistant Contact Centre Manager
Teleperformance India Pvt Ltd
Indore
04.2016 - 02.2018
- Supported hiring and training of new hires, managed work schedules.
Team Leader
Aegis Limited
Kolkata
11.2014 - 04.2016
- Resolved customer issues, managed operational metrics.
Senior Team Leader
Kochar Infotech Pvt Ltd
Kolkata
01.2011 - 11.2014
- Managed multiple campaigns, operational metrics, and team performance.
Process Leader
Firstsource Solutions Limited
Kolkata
08.2009 - 11.2010
- Updated and maintained processes documentation, coached teams.
Customer Service Representative
Temp Force
Kolkata
08.2007 - 04.2008
- Handled Vodafone HNI desk, provided solutions with empathy.
Customer Service Representative
Kankei Relationship Marketing Services Ltd
Kolkata
11.2006 - 05.2007
- Handled Hutch Prepaid desk, provided solutions and recommendations.
Education
BBA -
01.2019 - 05.2023
Skills
People Management
Certification
SkillFront Entrepreneur Program: Foundations Of Business And Entrepreneurship (12/2022)
Interests
Traveling
Listening to Audio Books & Podcasts
Playing Chess
Reading Books
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Operations Manager - IntouchCx
03.2024 - Current
Senior Manager Operations - Teleperformance Global Services India Pvt Ltd
08.2023 - 02.2024
Program Manager - Central Time Keeping - Amazon Development Centre India Pvt Ltd
03.2022 - 12.2022
CS Group Manager - Amazon Development Centre India Pvt Ltd
07.2020 - 02.2022
Rabindra Nath Tagore University - BBA,
01.2019 - 05.2023
CS Team Manager - Amazon Development Centre India Pvt Ltd
02.2018 - 07.2020
Assistant Contact Centre Manager - Teleperformance India Pvt Ltd
04.2016 - 02.2018
Team Leader - Aegis Limited
11.2014 - 04.2016
Senior Team Leader - Kochar Infotech Pvt Ltd
01.2011 - 11.2014
Process Leader - Firstsource Solutions Limited
08.2009 - 11.2010
Customer Service Representative - Temp Force
08.2007 - 04.2008
Customer Service Representative - Kankei Relationship Marketing Services Ltd
11.2006 - 05.2007
SkillFront Entrepreneur Program: Foundations Of Business And Entrepreneurship (12/2022)
Project Management Foundations 2019 (12/2022)
Project Management (11/2022)
Operational Excellence Foundations (07/2021)
Neo Leadership Certification Program (02/2011)
Lean Six Sigma Green Belt Certification (01/2023 - 03/2023)
Lean Six Sigma Green Belt Certification (08/2024 - 11/2024)
Honor Awards
- People Manager Award (Q2-2018) - Amazon Development Centre India Pvt Ltd
- Outstanding Leader Award (Q2-2019) - Amazon Development Centre India Pvt Ltd
- Outstanding Leader Award (Q3-2020) - Amazon Development Centre India Pvt Ltd
- Extra Mile Leaders (Q1 2016) - Aegis Limited
- Zero Attrition Champ (Q1 2011) - Kochar Infotech Pvt Ltd
Volunteer Experience
- Mentorship Program at Amazon Development Services India Pvt Ltd
- Mentored 7 new-hired team managers, defined roles, responsibilities, and individual development plans.
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