Vijay Parmar
Operations Manager BPO
Mira Bhayandar
Summary
Dynamic professional with 14 years of experience in contact center operations, excelling in managerial positions. Skilled in planning and organization, leading to consistent target achievement. Strong motivational abilities and interpersonal skills promote teamwork and drive performance excellence.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Operations Manager
Teleperformance Business Services Limited
05.2024 - 07.2025
- Spearheaded daily operations to ensure effective service delivery.
- Developed and executed strategies to enhance customer satisfaction and operational efficiency.
- Monitored performance metrics and prepared comprehensive reports for senior management.
- Trained, mentored, and led staff to improve their skills and performance.
- Managed budgets and maintained cost efficiency within the process.
- Regularly evaluated staff performance and provided constructive feedback for improvement.
Assistant Manager - Operations
Teleperformance Business Services Limited
05.2019 - 04.2024
- Managed 60+ LOBS, including customer service, email, back office, video assist, KYC verification, sales, complaint management, JAVA data coding, and outbound DSAT/NPS.
- Delivered critical client SLAs for sales, backend, and blended businesses.
- Proficient in SAP data management and analysis.
- Recruited, selected, oriented, and trained employees.
- Prepared monthly FTE billing, invoicing, and end-to-end payout clearance from clients.
- Led TOPS compliance for the entire vertical.
- Analyzed performance metrics, identified process gaps, and collaborated with clients, quality, and training teams to formulate solutions.
- Ensured occupancy and utilization were at optimal levels.
- Implemented feedback and cascaded relevant areas of opportunity to respective departments.
Team Leader - Operations
Teleperformance Business Services Limited
02.2016 - 04.2019
- Managed a team of 20 voice executives generating orders for Asian Paints dealers.
- Controlled shrinkage, attrition, planned rosters, maintained downtime trackers, and mentored team members.
- Managed backend processes, including consumer KYC verification and validation, and maintained proof of deliveries from vendors.
- Prepared excel trackers and periodic reports for all documents.
- Cleared mail backlogs from vendors and consumers, making follow-ups for closures.
- Created indents for gift procurement from regional/branch offices against scheme settlements.
- Managed inbound service/complaint departments, registering consumer complaints and requests for Sleek Kitchen Appliances, and followed up with service centers for closures.
Team Leader-Operations
Epicenter Technologies Pvt. Ltd
06.2011 - 12.2015
- Gained 4 years and 6 months of experience in an inbound customer service process.
- Joined as an executive, dealing with electronic product information exchange.
- Promoted to Team Coach in 2012 and Team Leader in 2013.
- Managed a team of 20-30 voice executives.
- Monitored team performance, controlled shrinkage, attrition, planned rosters, and mentored team members.
- Extracted various team reports, including ACHT, call productivity, and out-calling activity.
- Monitored RTM and maintained daily SLA targets.
- Handled escalation calls, providing follow-up and resolution to customers.
Education
Under Graduate - F.Y. BMS
Skills
Customer success and support
Operational efficiency
Client relationship management
Data interpretation
Solution-oriented mindset
Transition project management
CRM systems expertise
Business growth strategies
Critical thinking and planning
Client relations management
Proficient in Microsoft Office Suite
Telephony application knowledge
Certification
Completed Online Six Sigma Yellow Belt Certification
Accomplishments
- 1. Customer Satisfaction: Achieved an average customer satisfaction rating of 98%, consistently exceeding company benchmarks.
- 2. Sales Targets: Surpassed monthly sales targets by 25%, generating 1300 Cr in revenue for the Small Dealer Desk Campaign for Asian Paints.
- 3. Efficiency: Reduced average call handling time by 60 seconds, enhancing efficiency and customer satisfaction for an inbound order-taking helpline.
- 4. Training Program: Developed and implemented a training program that improved new joiners' performance within the first three months.
- 5. Quality Monitoring: Implemented a quality monitoring program (Defect Calculator) that identified agent-level defects, enhancing overall process improvement.
- 6. First-Call Resolution: Achieved a 95% first-call resolution rate, ensuring efficient problem resolution and customer satisfaction.
- 7. Technology Integration: Played a key role in implementing a digital solution (Digital Floor Walker), an AI-based application that helped agents answer customer queries in real-time, reducing AHT and achieving FCR.
- 8. Team Leadership: Led a team of 10 agents (Tiger Team) to achieve the highest sales and customer satisfaction through integrated training programs and regular coaching sessions.
Declaration
I confirm that the information provided by me is true to the best of my knowledge and belief. (Vijay Parmar)
Timeline
Operations Manager
Teleperformance Business Services Limited
05.2024 - 07.2025
Assistant Manager - Operations
Teleperformance Business Services Limited
05.2019 - 04.2024
Team Leader - Operations
Teleperformance Business Services Limited
02.2016 - 04.2019
Team Leader-Operations
Epicenter Technologies Pvt. Ltd
06.2011 - 12.2015