Rahul Kumar
Assistant Manager - Ops at WNS | Ex Googler | Strategic Thinker
- Role
- Assistant Manager - Ops at WNS
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Rahul Kumar
Experienced in Market Research with a demonstrated history of working in the market research industry. Skilled in Microsoft Excel, Linkedin, Salesforce. Strong research professional with a PGDM focused in Marketing/Marketing Management, Post Graduate from IMT Ghaziabad.
Experience
Assistant Manager - Ops
Mar 2023 — Present · Gurugram, IN
Team Management:Overseeing daily operations, monitoring performance, providing coaching and feedback, and ensuring resource planning. Client and Stakeholder Coordination:Handling client escalations, coordinating with internal and external stakeholders, and ensuring compliance with policies and regulations. Operational Oversight:Ensuring adherence to SLAs, preparing reports and dashboards, identifying operational improvements, and conducting risk assessments. Communication:Facilitating regular team meetings, encouraging open communication, and maintaining effective communication with all stakeholders. Customer Satisfaction:Directing agents to ensure customer satisfaction, improve efficiency, and lower abandonment rates. Performance Management:Meeting or exceeding service levels through effective planning and forecasting. Training and Development:Coaching and mentoring employees, training subordinates, and ensuring accountability for their progress. Process Improvement:Analyzing operational practices and implementing changes to enhance service operations and profitability. Risk Management:Identifying and mitigating operational risks to ensure business continuity.Tool stack: Jira workflow, Google Workspace.
Education
Union Academy Senior Secondary School, New Delhi
Intermediate
2003 — 2004
Institute of Management Technology, Ghaziabad
PGDM - Executive
2017 — 2018
Union Academy Senior Secondary School, New Delhi
High School
2001 — 2002
ITS Engineering College, Greater Noida
Bachelor of Technology (B.Tech.)
2006 — 2010
Skills
- Java
- C++
- Javascript
- Oracle
- Powerpoint
- Microsoft Excel
- C
- Windows
- Pl/Sql
- Html
- Microsoft Office
- Team Management
- Xml
- Microsoft Sql Server
- Sql
- Linux
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