Vikram Kumar
Assistant Manager Operations
Summary
Experienced in supporting business management with the development and implementation of successful operational and service policies. Strong understanding of customer service practices, standards, and regulations. Solid foundation in financial acumen and operations experience. Natural leadership talents. Resilient and organized Assistant Manager. Excels in organizing schedules, managing inventory, and enhancing financial controls. Adept at strategically planning sales strategies, coordinating service initiatives, and motivating employees to achieve excellence. Consistently drives growth for the organization by identifying team weaknesses and optimizing plans.
Overview
17
17
years of professional experience
3
3
Certifications
5
5
Languages
Work History
Assistant Manager of Operations
Concentrix
01.2022 - Current
- Team Leadership & Development: Inspire and guide a team of call center associates by fostering a culture of collaboration, professional growth, and continuous improvement. Actively support career development through coaching, mentoring, and ongoing feedback to ensure high-performance delivery.
- Coaching & Performance Management: Provide consistent and impactful coaching to team members, ensuring they consistently meet and exceed performance expectations. Identify performance gaps, craft tailored action plans, and implement corrective measures to drive improvement and accountability.
- Operational Excellence: Ensure that service levels delivered to customers align with contractual Key Performance Indicators (KPIs) and financial targets. Regularly assess performance metrics, share progress updates with the team, and adjust strategies to meet evolving business objectives.
- Effective Communication & Expectation Setting: Clearly communicate performance expectations and changes to the team. Offer regular feedback on both behavioral and performance aspects to help team members achieve personal and organizational goals.
- Subject Matter Expertise & Escalation Handling: Serve as a subject matter expert, providing guidance and support for escalated customer calls and complex issues to ensure swift and effective resolution, maintaining high levels of customer satisfaction.
- Team Metrics & Retention: Track and manage team metrics, including key performance indicators (KPIs) and retention goals. Work closely with leadership to identify trends and proactively implement strategies that reduce attrition and improve team engagement.
- Attrition Analysis & Action Plans: Collaborate with site leadership to analyze reasons for attrition, identify root causes, and develop actionable solutions to improve employee retention and satisfaction.
- Process Improvement & Project Execution: Lead shift-wide projects aimed at enhancing productivity, improving quality, and driving KPI performance. Regularly assess internal processes, identify opportunities for improvement, and drive initiatives that streamline operations.
- Policy & Compliance Adherence: Monitor attendance and work schedules in accordance with company policies, legal requirements, and best practices. Ensure team compliance with company standards, fostering a positive and respectful workplace environment.
- Manager Development & Leadership Growth: Engage in ongoing professional development through required manager training programs. Continue to build leadership capabilities and stay current with industry best practices and evolving organizational needs.
- Promote Organizational Culture & Values: Uphold and exemplify CNX values by leading by example and creating an inclusive, collaborative environment where everyone feels valued, supported, and empowered to succeed.
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Coordinated with General Manager in different operational issues and promotional activities.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Streamlined operations by implementing efficient workflow processes and procedures.
Master Trainer
Concentrix
01.2020 - 12.2021
- Developed strong working relationships with clients by understanding their unique goals and delivering customized training solutions.
- Enhanced trainee engagement by incorporating interactive activities and real-world examples into training sessions.
- Exceeded revenue targets for the training department by actively promoting our services through various marketing channels and cultivating strong relationships with key clients.
- Managed complex schedules and logistical arrangements for large-scale training events, ensuring seamless execution of all program components.
- Conducted regular performance assessments and provided constructive feedback, fostering trainees'' professional growth and development.
- Facilitated hands-on workshops that allowed participants to practice newly acquired skills in a supportive environment.
- Played an integral role in the development of new training programs, conducting thorough needs analyses and market research to inform content design decisions.
- Designed customized training materials tailored to specific client needs, leading to improved learning outcomes.
Senior Trainer
Concentrix
01.2018 - 12.2019
- Mentored junior trainers, fostering professional growth and enhancing overall team capabilities.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Increased employee competency by developing and delivering comprehensive training programs.
- Oversaw day-to-day functions of training department.
- Aligned learning objectives with organizational goals, driving increased productivity and business results.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Enhanced team performance through the implementation of targeted skill development workshops.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
Communication Trainer
Concentrix
10.2016 - 12.2017
- Sample and evaluate language quality and communication skills using the standardized communication monitoring form
- Provide feedback to agents and in person to assist Team Leaders in the development of front-line employees
- Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing nesting
- Ensure that agents adhere to the certification process and guide them on it
- Participated in calibration sessions with Quality and Communication & Culture Training leadership staff, Ops and clients
- Attend meetings with CCT and Coaching leadership team to provide input to curriculum revisions
- Capture common errors among agents and recommend huddle sessions for those with language opportunities
- Achieve departmental productivity requirements (e.g
- Number of chats monitored per week on schedule, calibrations etc
Security Operation Senior Analyst
Accenture
09.2014 - 02.2016
- Experience in information security experience with emphasis on Working exp in MSS intelligence analysis, threat research, network threat analysis or equivalent
- Hands-on experience SIEM with analysis and/or response to information security threats or incidents
- Ability to provide relevant and timely analysis and recommendations to customers based on analysis of events from a SIEM platform
- Ability to interpret disparate sources of data, identify subtle patterns indicative of malicious activity and follow up with research to produce high quality intelligence assessments and reports
- Customer-facing, with good report-writing skills and strong communication skills at all levels
- Ability to provide technical and service leadership to L1 analysts
- Incident response and Forensics experience is an asset and Strong Network Security experience
- Achievements: Implemented new procedures and technologies that improved efficiency and streamlined operations
- Improved the NPS from 7.00 to 27.00 and helped reduce the ART (Average Response Time) of the tickets by 5 hours, by increasing the interval of the follow ups of tickets
- Trained the team to use customized responses to the customer instead of using a template
- Also, helped the team to send responses to the client in their own language
WFM Analyst
Accenture
01.2012 - 08.2014
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
Senior Analyst
Accenture
08.2008 - 02.2011
- User account management in Windows 2003 Active Directory, Novell – Console One, Mainframe, AS400, SAP and other customized Applications
- Troubleshooting issues in MS Outlook, Lotus Notes, VPN, and on client specific applications
- Handling usage and configuration queries on Blackberry device
- Incident management - HP OpenView
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
Education
BBA - Management
Rabindranath Tagore University
Madhya Pradesh 04.2001 -
Skills
Employee supervision
Cost analysis and savings
Scheduling coordination
Purchasing and planning
Team building
Training and mentoring
Process improvement
Operations management
Performance tracking
Customer engagement
Scheduling and coordination
Safety training
E-learning design
Soft skills training
Training delivery
Train-the-trainer
Onboarding programs
Certification
ITIL V3 Certified
Accomplishments
- Implemented new procedures and technologies that improved efficiency and streamlined operations.
- Improved the NPS from 7.00 to 27.00 and helped reduce the ART (Average Response Time) of the tickets by 5 hours, by increasing the interval of the follow ups of tickets.
- Trained the team to use customized responses to the customer instead of using a template.
- Also, helped the team to send responses to the client in their own language.
Certifications
Have Completed the below Mentioned Certifications
- Train the Trainer
- Certified Professional in Training Management (CPTM)
- Certified Learning and Development Professional (CLDP)
- Agile Certification for HR and L&D
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
HybridRemoteOn-SiteImportant To Me
Flexible work hoursWork from home optionCompany CultureWork-life balanceCareer advancementPersonal development programsLanguages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Kannada
Bilingual or Proficient (C2)
Tamil
Intermediate (B1)
Telugu
Intermediate (B1)
Software
ITSM
HPSM
Zendesk
BMC Remedy
Quote
Judge a man by his questions rather than his answers.
Voltaire
Interests
Watching Motogp
Using The Application Reddit & Quora
Spending Time With Family
Timeline
Assistant Manager of Operations
Concentrix
01.2022 - Current
Master Trainer
Concentrix
01.2020 - 12.2021
Senior Trainer
Concentrix
01.2018 - 12.2019
Communication Trainer
Concentrix
10.2016 - 12.2017
Security Operation Senior Analyst
Accenture
09.2014 - 02.2016
WFM Analyst
Accenture
01.2012 - 08.2014
Senior Analyst
Accenture
08.2008 - 02.2011
BBA - Management
Rabindranath Tagore University
04.2001 -