Anurag Agarwal
Operations Leader | 10 yrs in Multi-Channel Customer Ops | Driving Growth & User Excellence
- Role
- Deputy Manager Operations at WNS
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Anurag Agarwal
I am an Operations & Service Delivery Leader with 10+ years of experience across…
Experience
Deputy Manager Operations
Nov 2023 — Present
Scaled project revenue from an annualized $0.6M to $5M within 1 year.• Led a project that reduced operational turnaround time by 47%, resulting in ~2x productivity improvement.• Handled a project to enhanced user experience and satisfaction, boosting UX scores from 67%-77%.• Executed project improving inter-department escalation validity from 72% to 86% and cross-channel transition accuracy from 66% to 82%.• Automated QA workflows via API-scripted emails, raising average QA audits per day from 12 to 14.• Led a team of 130+ associates, 9 Team Leaders, and 3 Assistant Managers while managing $5M annual operations budget.• Formed a proactive SWAT team to pre-empt compliance issues, ensuring all agent errors were transparently shared with the client.• Optimized workflows and resolved process gaps using performance insights, improving turnaround times and operational efficiency.• Mentored and trained team members through targeted programs, enhanced associate efficiency and product knowledge, conducted daily huddles, and ensured SLA adherence aligned with client goals.
Education
Manipal University Jaipur
Bachelor of Commerce - BCom, Business/Commerce, General
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