Open to opportunities

Nitish Kumar

@nitishkumar11

Message

Operations manager driving sales performance, process excellence, and team development in BPO environments.

India

Message

What I'm looking for

I seek a leadership role in BPO or customer-facing operations where I can drive sales performance, improve processes, develop teams, and collaborate cross-functionally for measurable impact.

I 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.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Concentrix

Apr 2022 - Present (4 years 2 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.

Operations Management Sales Performance Team Leadership Workforce Planning Data Analytics Root Cause Analysis Continuous Improvement

Associate Process Manager

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.

Knowledge Management SOPs Continuous Improvement Change Management Gap Analysis

Senior Analyst - KM Core

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.

Training Delivery Voice & Accent Coaching Performance Coaching Communication Skills Refresher Training Operational Support

Communications Coach

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.

Customer Service Performance Improvement Coaching