Anshul Nakhate
Operations Team Manager @Agoda
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WORK HISTORY
Operations Team Manager @Agoda
Continuously monitor contact‑center traffic and identify discrepancies, taking immediate actions to ensure service levels and SLAs are met.•Coach, mentor, motivate and evaluate a team of agents regularly, providing constructive feedback to drive performance improvements.•Diagnose performance gaps, create and implement action plans, and track outcomes to ensure sustained success.•Implement and optimise customer service structures, processes and SOPs to improve consistency and efficiency.•Analyse traffic and performance reports and proactively recommend staffing, routing, and process changes.•Oversee team attendance, document infractions, and apply corrective actions to maintain workforce discipline.•Plan and organise coverage to ensure adequate staffing across shifts, including public holidays and rotational schedules.•Supervise quality assurance activities and support targeted training to uphold customer service standards.•Participate in recruitment activities (screening, interviewing) and contribute to hiring decisions for the contact centre.•Operations Manager, stepping in to oversee operations and escalation handling when needed.•Manage a team of 15+ inbound contact centre staff, including remote team coordination and performance tracking.•Use Microsoft Word, Excel and PowerPoint for reporting, analysis and leadership communications.•Balance multiple projects and timelines while building strong cross‑functional relationships to drive operational outcomes.
EDUCATION
Datta Meghe Institute of Engineering, technology and Research, Sawangi meghe
Bachelor of Engineering - BE, Mechanical Engineering
Government Polytechnic College
Diploma, Mechanical Engineering
Sinhgad Institute Of Management
Master of Business Administration - MBA, Marketing
ABOUT ANSHUL NAKHATE
As an Operations Team Manager at Amazon, I lead and coach high-performing teams to deliver exceptional customer experiences in alignment with Amazon\'s leadership principles and contact tenets. By organizing daily operations and implementing strategic planning, we consistently achieve both individual and organizational performance goals under senior leadership guidance. Equipped with an MBA in Marketing from Sinhgad Institute of Management and a Bachelor of Engineering in Mechanical Engineering, I bring a strong foundation in customer engagement, conflict management, and client profiles to every initiative. My commitment to fostering collaboration and dynamic training enables my team to excel in communication and customer service excellence.
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