Anuj Kumar
Manager at Cogent E Services pvt. Ltd.
- Role
- Operations Manager at Cogent E Services
- Location
- Bareilly, UP, IN
- LinkedIn followers
- 500 followers
Experience
Operations Manager
Apr 2023 — Present · Bareilly, IN
Lead a team of 300+ professionals, managing multiple clients to ensure exceptional service delivery and achievement of performance metrics.Develop and implement strategies to improve operational efficiency, reduce wait times, and enhance customer satisfaction.Conduct data analysis to identify areas for improvement and implement solutions for operational excellence.Oversee daily and weekly performance reviews of TLs/AMs, ensuring continuous improvement through coaching and upskilling initiatives.Manage team rostering, work allocation, shift planning, and overall task distribution for smooth operations.Maintain compliance and accuracy standards, achieving >99.75% accuracy in BFL QC processes.Handle MBR, WBR, and QBR preparation, client interactions, and timely resolution of open MOMs.Drive key performance improvement projects, including Project Hold, Project Dedupe, and AM coaching dossiers.Ensure process adherence through compliance and non-compliance checks, while analyzing input and output controls for consistent performance improvement.
Education
Mahatma Jyotiba Phule (MJP) Rohilkhand University
M.A
2019
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