Rahul Byas
Senior Manager Operations
Hyderabad,
Inspire others, get inspired, aspire to grow, follow no one, and learn from everyone!
Rahul Byas
Summary
Results-driven operations leader with 18+ years of experience in voice, chat, and email processes. Specializes in leading non-voice operations, service delivery, project/program management, and global support. Proven success in reducing costs by $10M+, improving SLAs, and scaling service-to-sales models in India and the Philippines. Strong track record of aligning WFM, Quality, Training, and Compliance to consistently exceed KPIs. Lean Six Sigma Black Belt certified with expertise in process improvement, automation tools, and people-first leadership. Recognized for elevating CX through operational excellence and transformation.
Overview
18
18
years of professional experience
8
8
Certificates
3
3
Languages
4
4
years of post-secondary education
Work History
Senior Operations Manager
IntouchCx
03.2024 - 04.2025
- Leading operations for Digital Appliances (DA), Home Electronics (HE), and Mobile eXperience (MX) with 400+ FTEs across India & Philippines
- Driving performance transformation and NPS improvement initiatives
- Collaborating with WFM, QA, Training & Compliance to surpass KPIs
- Overseeing hiring, engagement, governance structures (WBRs, MBRs)
- Representing India delivery in global business reviews and client meetings
Senior Manager Operations
Teleperformance Global Services India Pvt Ltd
08.2023 - 02.2024
- Saved $1.80M in transport costs by increasing cab occupancy from 75% to 89% and reducing no-show costs from $0.09M to $0.03M in four months through a project with the Transport and WFM team.
- Led cross-functional teams to achieve peak performance
- Nurtured strong client relationships through effective communication
- Managed budgets, ensured industry compliance, and embraced emerging technologies.
- Consistently met or exceeded annual performance targets set by senior leadership.
Program Manager - Central Time Keeping
Amazon Development Centre India Pvt Ltd
03.2022 - 12.2022
- Led HR operations across 7 countries; managed 320 FTEs & 7 PMs
- Saved $9.58M via automation, process improvement & governance redesign
- Built compliance dashboards, enabled cross-country audits and reviews
- Launched operations in new geos (hiring, SOPs, onboarding, compliance)
CS Group Manager
Amazon Development Centre India Pvt Ltd
07.2020 - 02.2022
- Introduced real-time monitoring for virtual employees, improving unauthorized break usage
- Led Gemba events to enhance customer and associate experience.
- Oversaw chat support across India, NA & UK; improved SLA, shrinkage & occupancy
- Designed workforce forecasting tools, career frameworks, and talent succession plans
- Embedded CX feedback loops and RCA practices across ops
CS Team Manager
Amazon Development Centre India Pvt Ltd
02.2018 - 07.2020
- Directed India’s chat operations with focus on SLA, AHT, CSAT, and FCR
- Owned hiring, training, performance reviews, and workflow innovation
- Coached team leads and analysts; reduced escalations by 30%
Assistant Contact Centre Manager
Teleperformance India Pvt Ltd
04.2016 - 02.2018
- Managed 120 FTEs & 8 TLs supporting a leading US ride-hailing client
- Oversaw SLA delivery, shift governance, and attrition tracking
- Improved productivity metrics through coaching and lean reviews
Team Leader
Aegis Limited
11.2014 - 04.2016
- Led a 25-member team for expat users of a Saudi telecom brand
- Managed SLAs, roster planning, call quality, escalations, and audits
- Trained agents and led weekly calibration sessions
Senior Team Leader
Kochar Infotech Pvt Ltd
01.2011 - 11.2014
- Managed multiple campaigns, operational metrics, and team performance.
- Led dongle/data desk teams for top Indian telecom providers
- Drafted SOPs, improved shift continuity, and mentored team leaders
- Championed VAS upselling, improving revenue by 15%
Process Leader
Firstsource Solutions Limited
08.2009 - 11.2010
- Updated and maintained processes documentation, coached teams.
- Managed voice support operations for a domestic telecom client
- Conducted performance reviews, refresher training updates
Customer Service Representative
Temp Force
08.2007 - 04.2008
- Handled HNI desk, provided solutions with empathy
- Resolved billing/product issues with empathy and accuracy
- Handled call volumes of 90+ daily with a 95% resolution rate
Customer Service Representative
Kankei Relationship Marketing Services Ltd
11.2006 - 05.2007
- Handled Telecom Prepaid desk, provided solutions and recommendations
- Managed prepaid user queries, VAS upgrades, and balance disputes
- Promoted VAS products; drove monthly upsell growth
Education
BBA -
04.2019 - 12.2022
Skills
Change Process Optimization
Certification
Neo Leadership Certification Program
Interests
Traveling
Listening to Audio Books & Podcasts
Reading Books
Exploring AI Tools
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Exercising Leadership: Foundational Principles
04-2025
Lean Six Sigma Black Belt Certification
11-2024
Senior Operations Manager - IntouchCx
03.2024 - 04.2025
Senior Manager Operations - Teleperformance Global Services India Pvt Ltd
08.2023 - 02.2024
Lean Six Sigma Green Belt Certification
03-2023
SkillFront Entrepreneur Program: Foundations Of Business And Entrepreneurship
12-2022
Project Management Foundations 2019
12-2022
Project Management
11-2022
Program Manager - Central Time Keeping - Amazon Development Centre India Pvt Ltd
03.2022 - 12.2022
Operational Excellence Foundations
07-2021
CS Group Manager - Amazon Development Centre India Pvt Ltd
07.2020 - 02.2022
Rabindranath Tagore University - BBA,
04.2019 - 12.2022
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
Neo Leadership Certification Program
07-2010
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
Languages
English
Hindi
Bengali
Honor Awards
- Zero Attrition Champ (Q1 2011) - Kochar Infotech Pvt Ltd
- Extra Mile Leaders (Q1 2016) - Aegis Limited
- 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
- Top Performer [Managerial Category] (Q4-2024) - IntouchCx
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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