Deepak Sharma

About Deepak Sharma

Hello Everyone, I hold a bachelor degree in Arts in English Literature and…

Experience

1. Assistant Operations Manager

   Concentrix

   Mar 2023 — Present · Gurugram, IN

   Assistant Manager – Operations* at *Concentrix India Pvt. Ltd.*, especially in a BPO/content moderation setup:*1. Team Management*- Lead a team of team leaders or direct agents (20–50 members)- Ensure workforce discipline, attendance, and shift adherence- Coach, mentor, and drive employee engagement.*2. SLA & KPI Management*- Monitor and manage SLA metrics like AHT, Quality, CSAT, FCR, and TAT- Track real-time performance and take corrective actions to meet targets- Analyze trends and prepare daily/weekly/monthly performance dashboards.*3. Client Coordination*- Regularly interact with clients for updates, reviews, escalations, and alignment- Share performance insights and action plans during governance calls.*4. Process Improvement*- Identify process gaps and suggest improvements to enhance efficiency- Drive automation or lean initiatives to reduce effort and improve accuracy.*5. Escalation & Crisis Handling*- Manage real-time floor escalations, quality issues, or client complaints- Ensure fast and satisfactory resolution while maintaining team morale.*6. Compliance & Audit Readiness*- Maintain documentation, ensure adherence to SOPs, and handle internal/external audits- Drive compliance with information security and company policies.*7. Reporting & Reviews*- Prepare reports for senior management and client reviews- Conduct performance reviews with team leaders and assist in goal setting.

Education

• Mahatma Jyotiba Phule Rohilkhand University

  Bachelor's degree, English Language and Literature/Letters

  1999 — 2002