Yashwant Shirodkar
Bengaluru
Summary
Dynamic Operations Manager with a proven track record at [24]7.ai, excelling in operational strategy and process optimization. Expert in data-driven decision-making and client relationship management, driving KPI achievement and enhancing customer experience. Adept at coaching teams and leveraging advanced Excel for impactful performance analysis.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operation Manager
[24]7.ai
HYDERABAD
05.2023 - Current
- Identify operational gaps using a data-driven approach and develop innovative solutions in collaboration with vendor sites and business stakeholders
- Understand and support processes impacting operations while driving continuous improvements
- Act as the escalation point for internal and external concerns regarding performance or supplier relationships
- Build strong client relationships to enhance the customer experience index and overall satisfaction
- Manage and support a team of AM & Team Leaders, driving performance, engagement, and professional development
- Drive performance to achieve CPI and KPI targets through strategic planning and execution
- Provide coaching and mentorship to frontline leaders, enhancing their leadership skills and effectiveness
- Oversee P&L responsibilities, ensuring financial targets are met and optimized
- Conduct regular business reviews to assess performance metrics, identify trends, and implement action plans
- Collaborate with key stakeholders to align on business objectives and drive cross-functional initiatives
- Perform in-depth analysis of operational and financial data to inform strategic decisions and improve performance
- Optimize processes and strategies to improve operational efficiency and effectiveness
- Monitor and evaluate team performance, offering guidance and feedback to enhance productivity
- Address complex operational challenges by developing data-backed solutions
- Maintain comprehensive documentation and provide regular performance reports to senior leadership
- Identify and mitigate potential risks to ensure business continuity and operational stability
Manager I (Supervisor)
Amazon
BLR
06.2021 - 05.2023
- Company Overview: Amazon Operations (Seller Support)
- Helping the leads to Enhancing the associates on product knowledge and communicational skills required to handle seller's concern
- Engaging with third-party vendors to check Service Level requirements
- Identify projects to meet goals on service level
- Set up calibrations to enhance knowledge within leaders
- Calibrate with Quality Analysts to identify the areas of opportunities and create fliers & conduct product knowledge test
- Doing deep dives to identify root cause for each matrix
- Conduct Performance reviews and develop performance plans for the team
- Providing necessary coaching and feedback to associates and creating support plan to BQ associates
- Amazon Operations (Seller Support)
Team Leader
[24]7.ai
BLR
03.2017 - 05.2021
- Collaborate with the clients to define the service level and productivity goals
- Act as a consultant to drive Business Process Improvement and Capacity Optimization
- Collaborate with the Business to identify the focus areas to improve the productivity and service level
- Training and up skilling agents on new products and communication skills
- Review and approve the training content
- Conduct Performance reviews and develop performance plans for the team
- Ensuring adherence and execution to the schedule plan
- Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level
- Real-Time Technician performance
Team Leader
Convergys
Bangalore
03.2012 - 09.2017
- Handling a team of 30 members
- Managing client experience, handling production issues
- Responsible for end-to-end process management
- Coordinating with the command center for managing the incoming demand and team utilization
- Collaborate with the Business to identify the focus areas to improve the productivity and service level
- Conduct training and provide guidance and support to the team to improve customer experience
- Monitoring the service level and SIR for all LOBs / Real-Time Queue performance summary and Real-Time Technician performance
Education
Bachelor of Computer Application -
CV-RAM University
01.2016
Skills
- Operational Strategy and Process Optimization
- Data-Driven Decision Making
- Performance Management and KPI Achievement
- Financial Oversight and P&L Management
- Leadership & Team Development
- Client Relationship Management
- Stakeholder Engagement and Cross-Functional Collaboration
- Risk Management and Escalation Handling
- Business Review and Reporting
- Problem-Solving & Analytical Thinking
- Coaching & Mentorship
- Customer Experience Enhancement
- Strategic Business Planning
- Performance Evaluation
- Proficient Scheduling and Workforce Management
- Incident Management
- SQL Query Development
- MS Access & Advanced Excel
- MS PowerPoint & Presentation Skills
- CMS-Avaya
Certification
- PMP
- Six Sigma Certification
- A+
- Networking
- Advance Excel
Timeline
Operation Manager
[24]7.ai
05.2023 - Current
Manager I (Supervisor)
Amazon
06.2021 - 05.2023
Team Leader
[24]7.ai
03.2017 - 05.2021
Team Leader
Convergys
03.2012 - 09.2017
Bachelor of Computer Application -
CV-RAM University
Similar Profiles
MANVINDER KAURMANVINDER KAUR
Senior Manager Human Resource at [24]7.aiSenior Manager Human Resource at [24]7.ai
Jessie De leonJessie De leon
Customer Service Representative at 24/7-aiCustomer Service Representative at 24/7-ai
Mohd MustafaMohd Mustafa
Technical Support Advisor at 24[7].aiTechnical Support Advisor at 24[7].ai