Sahas Nischal
Noida
Summary
Dynamic professional with over 13 years of diverse experience in operations, process management, team leadership, and client servicing, recognized for driving business performance and fostering team success. Extensive exposure to telecom, e-commerce, and logistics sectors has developed a robust skill set in managing end-to-end processes and ensuring precision in deliverables. Expert in collaborating with internal and external stakeholders to drive KPIs and enhance service levels, with a proven track record of scaling operations from 100 to 700 employees. Specialized in business transitions and cross-functional collaboration, ensuring smooth and efficient processes that consistently meet organizational goals.
Overview
13
13
years of professional experience
Work History
Senior Operations Manager
Digitice Solutions Limited
10.2025 - Current
- Leading end-to-end operations for Porter and Blinkit processes with a span of 700+ FTEs, including 2 Operations Managers, 4 Deputy Managers, 4 Assistant Managers, and 35+ Team Leaders.
- Accountable for achieving business KPIs, maintaining P&L ownership, and ensuring operational margins in line with organizational objectives.
- Driving business growth initiatives by exploring new opportunities with existing clients and supporting expansion into new ventures.
- Collaborating closely with clients and internal stakeholders to ensure smooth operations, process governance, and continuous improvement.
- Managing internal and external grievance redressal, ensuring timely and satisfactory resolution with minimal escalations.
- Implementing strategic action plans to enhance service quality, employee engagement, and client satisfaction.
- Utilizing data-driven insights to identify performance gaps, improve operational efficiency, and optimize resource utilization.
Operations Manager
Conneqt Business Solutions Limited
01.2024 - 09.2025
- Spearheaded end-to-end operations for 500+ member team with full accountability for revenue, KPIs, and cost management.
- Streamlined process transitions, scaling up from 200 to 500 employees in collaboration with cross-functional teams.
- Designed and implemented productivity improvement plans, reducing TAT and enhancing FTR and customer satisfaction.
- Conducted business reviews with clients, driving improvement through RCA and action plans on underperforming KPIs.
- Mentored Assistant Managers and Team Leaders on performance management, coaching, and operational analytics.
- Drove key initiatives to enhance customer experience and maintain high employee engagement.
Deputy Manager
Conneqt Business Solutions Limited
12.2021 - 01.2024
- Worked closely with Client since ramp up and coordinated in smooth transitioning of 200 employees with internal Teams. Got promoted as Operation Manager on 1st Jan'24.
- Handling a span of 500+ employees including 4 Assistant Managers, 25 Team Leaders and SMEs. Responsible for end to end responsibilities for process KPIs, Revenue and cost to process.
- Introduced new methods, practices and systems to reduce turnaround time and increase productivity, FTR and customer satisfaction.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Functioned as point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
- 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.
Assistant Manager
Tech Mahindra
07.2018 - 12.2021
- Responsible for end to end delivery of Flipkart premium LOB and meeting client given targets.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Preparing Presentations and representing to client for review on weekly, monthly and quarterly basis for showcasing performance trends on SOW agreed KPIs with filtration of RCA & POA of the specific KPIs which needs to be met.
Assistant Manager
Conneqt Business Solutions Limited
01.2017 - 07.2018
- Managing Team of 45 agents on L-2 desk along with SME’s and supporting TL’s to ensure achieve their KPI’s.
- Supervising and controlling routine operational activities.
- Ensure to meet for SL/AL/FCR & AHT of process on regular basis.
- Implementing short/long-term plans for achieving process KPIs.
- Interacting with circle team through e-mails and daily conference calls to review and resolve operational issues as well as implementing new process & procedure changes.
- Supported Operation Manager in deriving Attrition project and Repeat Project. Recommended few changes in process and policies which helped us in deriving performance and reducing attrition.
Team Leader
Competent Synergies
04.2016 - 01.2017
- Responsible for Service Level, C-Sat, Process KPIs.
- Preparing and conducting Pre-shift briefings for entire floor.
- Handle OJT batches to bridge gap between training and operations
- To present Process review in Monthly Business Review with client
- Ensuring all escalations gets closed within specified time. Analysis of FCR (first call resolution) and repeat call Data&ekly meeting with Team members & CSR to discuss their achievements & mutually drawing plan to improve the weakness.
Shift In charge
Videocon Telecom Ltd
09.2014 - 04.2016
- Carried out day-to-day duties accurately and efficiently.
- Improving team performance via training programs & executing principle modules.
- Managing Team of 30 agents along with guidance and Support of Team Leader
- Auditing calls on daily basis for betterment of process and to increase customer satisfaction
- Meeting with agents on weekly basis and making them aware about KPI’s and their achievements
- Undertaking responsibility of CSAT & FTR on Process level & Executed customer centric project like WOW calls, Call Listening Activity.
Customer Service Associate
First Source Solutions Ltd
07.2012 - 09.2014
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Handled Escalation calls.
- Ensure to meet the Targets on daily basis like AHT, Call Quality, FCR, and Login Hours.
- Setting up targets & goals for the Team - maintaining CQ targets for the process.
- Giving feedback and Handling Team in absence of Team Leader.
- Monitor the Team performance in coordination with the Quality team.
- Preparing & compiling various weekly/ monthly MIS reports of Team pertaining to process and productivity.
Education
High School Education -
Guru Nanak Public School
Jalandhar, PunjabBachelor of Commerce - undefined
Guru Nanak Dev University
01.2012
Skills
- Recruitment and hiring
- Customer relationship building
- Outstanding customer service
- Performance improvements
- Task delegation
- Employee performance evaluations
- Recruiting and interviewing
- Decision-making capabilities
- Co-ordinate and manage activities with departments
- Always updated about process and new changes
Family Details
- Married to Nitika Katoch working as a Quality Team lead.
- Family Settled in Jalandhar, Punjab (Mother, Father, Brother and Grand Mother)
Timeline
Senior Operations Manager
Digitice Solutions Limited
10.2025 - Current
Operations Manager
Conneqt Business Solutions Limited
01.2024 - 09.2025
Deputy Manager
Conneqt Business Solutions Limited
12.2021 - 01.2024
Assistant Manager
Tech Mahindra
07.2018 - 12.2021
Assistant Manager
Conneqt Business Solutions Limited
01.2017 - 07.2018
Team Leader
Competent Synergies
04.2016 - 01.2017
Shift In charge
Videocon Telecom Ltd
09.2014 - 04.2016
Customer Service Associate
First Source Solutions Ltd
07.2012 - 09.2014
Bachelor of Commerce - undefined
Guru Nanak Dev University
High School Education -
Guru Nanak Public School
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