Headline

Assistant Manager @ Concentrix | Driving Operational Efficiency | 15+ Years in BPO Operations

About

Operations professional with 15+ years in BPO and customer service, managing end-to-end US/UK customer operations at Concentrix. I lead a team of 40 frontline agents, owning performance, quality, and retention across the full operations lifecycle. In my current role, I drove a CSAT improvement from 54% to 78% by redesigning workflows and introducing a new operating framework focused on customer experience. My team consistently delivers 98–99% SLA adherence month on month. On the people side, I've worked to reduce monthly attrition from 4.7% to 3.1% through structured team engagement and coaching — because I believe operational performance starts with a stable, motivated team. What I bring to any operations role: the ability to connect people metrics to business outcomes, run lean and efficient teams, and build processes that actually stick. Open to Operations Manager opportunities where I can drive measurable impact at scale.

Location

Delhi

Work experience

Assistant Manager at Concentrix, Jun 2023 - Present · 3 yrs 1 mo, Gurugram, Haryana, India, Lead a team of 40 frontline agents delivering end-to-end US/UK customer service operations Drove CSAT improvement from 54% to 78% through redesigned workflows and a new customer experience operating framework Maintained 98–99% monthly SLA adherence consistently across the team Reduced monthly attrition from 4.7% to 3.1% through structured coaching, engagement, and performance management Own weekly performance reviews, scorecards, and reporting to senior stakeholders Primary point of contact between frontline team and senior management for operational escalations

Sr. Subject Matter Expert at Concentrix, Jan 2020 - Jun 2023 · 3 yrs 6 mos, India, Served as process authority for US/UK customer operations, handling quality observations and compliance checks Identified process gaps and implemented improvements that fed into wider operational framework changes Conducted quality audits on agent interactions and provided structured feedback to improve team performance Acted as go-to escalation resource for complex customer scenarios before moving into team leadership

Senior Customer Service Associate at Concentrix, Dec 2015 - Jan 2020 · 4 yrs 2 mos, Gurugram, Haryana, India, Managed complex customer escalations for US/UK clients, resolving high-sensitivity cases that required senior judgment Recognised as Best Performer (November 2019, January 2020) and Star Performer (August 2018) out of the broader team Built deep process knowledge across US/UK customer service operations that became the foundation for future SME and leadership roles

Senior Associate at EXL, Dec 2011 - Dec 2015 · 4 yrs 1 mo, Noida, Uttar Pradesh, India, Responsible for driving day-to-day operational efficiency, managing client deliverables, and ensuring adherence to Service Level Agreements (SLAs). This role typically reports to an Assistant Manager – Operations and serves as a bridge between frontline teams and leadership to maintain high service standards.

Education

Master of Business Administration - MBA, Business, Management, Marketing, and Related Support Services, Netaji Subhash Institute of Management Sciences(NIMS)

BCA, Computer Science, T.M. Bhagalpur University, Bhagalpur