Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Saubhagya Mishra

Saubhagya Mishra

Bangalore

Summary

Results-driven Operations Manager with over 12 years of experience in streamlining business processes to maximize efficiency and profitability. Demonstrates expertise in team leadership, cost reduction strategies, and the execution of strategic initiatives. Known for strong problem-solving abilities and impactful decision-making that drives organizational growth. Aiming to leverage operational excellence to foster innovation and enhance scalability within a forward-thinking company.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Operations Manager

CONCENTRIX
08.2021 - Current
  • Effectively led and supervised a team consisting of 134 content moderators
  • Cross-trained and optimized utilization of 30% of employees
  • Achieved 10% year-on-year increase in headcount
  • Helped in Client Dashboard Setup
  • 2 Projects worth $97K yearly saving, approved from client
  • Maintained an impressive 98.1% employee retention rate throughout the year
  • 96% ESAT achieved for 2023
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities
  • Created detailed reports on the performance of individual departments within operations
  • Analyzed data from daily reports to identify trends in production performance metrics
  • Coordinated cross-functional teams to ensure timely delivery of products and services
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards
  • Developed key performance indicators to measure effectiveness of operational processes
  • Collaborated with management team on long-term strategic planning initiatives for the organization
  • Measured and reviewed performance via KPIs and metrics
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals

Asst BUSINESS DEVELOPMENT Manager

NOBROKER
08.2017 - 05.2021
  • Leading, training, development of a team of 60 employees across business development, customer support, training
  • Stakeholder management with product, marketing, tech, admin, workforce, quality assurance, human resource, and internal divisions
  • Lead Generation from outside and inside sources, Vendor Management and invoices discussion

Team Leader

Concentrix
06.2015 - 08.2017
  • Leading a team of 35 associates, senior associate, SMEs, and responsible for meeting team productivity, shrinkage, attrition, and quality
  • Worked with several divisions like e-Commerce(Snapdeal), Telecom(Etisalat), TE Connectivity(Product)
  • Promoted from Team Lead to Assistant Manager
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions

Sr Associate

FLIPKART
08.2012 - 06.2015
  • Managing inbound calls and provide 90% on call resolution to customers with transfer rate at 90% and 85% quality
  • Resolved customer inquiries in a timely manner while adhering to service level agreements

Education

MCA -

01.2011

Skills

  • SLA Management
  • BQ Management
  • Team Development
  • Employee Engagement
  • Employee Retention Strategies
  • Client Relationship Management
  • Process Optimization
  • Customer Service Expertise
  • End-to-End Customer Management
  • MS OFFICE
  • GOOGLE SUITE
  • Quality assurance
  • Project management

Certification

  • Navigating through difficult interactions
  • GENAI Certification by Concentrix
  • Mental Awareness Lead
  • Digitally empowered and Techled Program
  • EPIC Manager Employee Relationship

Timeline

Operations Manager

CONCENTRIX
08.2021 - Current

Asst BUSINESS DEVELOPMENT Manager

NOBROKER
08.2017 - 05.2021

Team Leader

Concentrix
06.2015 - 08.2017

Sr Associate

FLIPKART
08.2012 - 06.2015

MCA -

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Saubhagya Mishra