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Abhimaan Singh

@abhimaansingh

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Operations Head at Outwise Global Services managing a 60-agent BPO team across sales and service delivery.

India

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What I'm looking for

I’m seeking a senior operations role where I can drive productivity, quality, and business growth.

At Outwise Global Services, I manage end-to-end BPO operations for a 60-agent team, covering productivity, attendance, quality, and KPI performance.

I coordinate sales operations, client requirements, MIS reporting, and quality monitoring. I also track performance gaps and implement corrective actions through structured follow-ups.

At Fratrers Communication, I led daily operations and team performance against sales, productivity, and service targets. I coached agents through regular performance reviews, training, and process guidance.

Earlier, I audited chat and email interactions as a Quality Analyst at Teleperformance and analyzed performance data as an MIS Analyst at IDEA Cellular. I’m seeking a senior operations role where I can drive productivity, quality, and business growth.

Experience

Work history, roles, and key accomplishments

Current

Operations Head

Current

Outwise Global Services

Mar 2025 - Present (1 year 7 months)

Manage end-to-end BPO operations for a 60-agent team, owning productivity, attendance, quality and KPI performance. Lead recruitment, onboarding, training and coaching to build and retain a high-performing workforce.

BPO Operations Manager Team Leadership KPI Management Recruitment Onboarding Training Coaching MIS Reporting Quality monitoring Sales Operations Client Coordination

Team Leader

Fratrers Communication

Jan 2022 - Mar 2025 (3 years 2 months)

Led daily operations and team performance, driving achievement of sales, productivity and service targets. Coached and mentored agents through regular performance reviews, training and process guidance.

Team Leadership Performance Management Sales Coaching Training Customer Escalation Handling Recruitment Onboarding

Quality Analyst

Teleperformance

Sep 2019 - Jul 2022 (2 years 10 months)

Audited customer interactions across chat and email to ensure adherence to quality standards and process requirements. Identified service gaps and delivered actionable feedback to improve consistency, customer experience and retention.

Quality Auditing Customer Interaction Analytics Feedback Process Improvement Customer Experience Retention

MIS Analyst

IDEA Cellular

Nov 2017 - Jul 2019 (1 year 8 months)

Maintained documentation and compliance reporting with accurate operational records. Analyzed performance data and prepared insights to support process improvements and management decisions.

MIS Reporting Data Analysis Documentation Compliance Reporting Process Improvement