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@nitishkumar11
Operations manager driving sales performance, process excellence, and team development in BPO environments.
IndiaI am an operations leader with extensive BPO experience managing large sales lines of business, overseeing KPIs, and leading teams to meet client expectations. I have led daily operations for 180+ agents, implemented strategic initiatives to boost productivity, reduce attrition, and used data-driven analysis to inform decisions and corrective actions.
I specialize in knowledge management, process documentation, and training—designing SOPs, playbooks, and learning programs to enable smooth transitions and continuous improvement. I collaborate across training, workforce management, QA, and client services to deliver measurable results and sustained operational excellence.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
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Work history, roles, and key accomplishments
Concentrix
Apr 2022 - Present (3 years 7 months)
Lead daily operations for a high-performance sales LOB managing 180+ agents and 9 team leaders, improved sales conversion and reduced attrition through strategic initiatives and KPI/SLA governance.
EClerx
Aug 2020 - Mar 2022 (1 year 7 months)
Spearheaded knowledge management initiatives, maintained SOPs and process documentation, and supported continuous improvement and change management across operations and training.
EClerx
Jun 2018 - Jul 2020 (2 years 1 month)
Conducted voice, accent, and communication training, developed knowledge repositories, and provided floor support to improve agent language proficiency and customer-facing performance.
Convergys
Nov 2015 - May 2018 (2 years 6 months)
Delivered communications and pronunciation coaching to customer-facing agents and supported training programs to enhance service quality and consistency.
Convergys
Dec 2010 - Oct 2015 (4 years 10 months)
Handled senior customer care responsibilities, coached peers, and contributed to service delivery improvements across support processes.
IBM Daksh
Oct 2007 - Oct 2010 (3 years)
Provided frontline customer support, achieved service metrics, and supported process adherence in a high-volume contact center environment.
Degrees, certifications, and relevant coursework
Master of Arts, English
2011 - 2013
Completed a Master of Arts (English) degree from Mahatma Gandhi University in 2013.
BUBachelor of Arts, English
Completed a Bachelor of Arts (English Hons.) degree from Banaras Hindu University in 2005.
Software and tools used professionally
IndiaYou can contact Nitish and 90k+ other talented remote workers on Himalayas.
Message Nitish
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