Sharen Kaul
Operations Manager
- Role
- Operations Manager at Concentrix
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sharen Kaul
Managing a team of 25+ High performing investigators including performance management, coaching, developingand driving the vision for the team. Monitored Metrics and Developed actionable insights to improve efficiency andperformance Coordinate and contributed initiatives to support goals of operational functions like maintainingproductivity, AHT, SLA, RPH and Quality of the overall business
Experience
Operations Manager
Dec 2024 — Present · Gurugram, IN
Spearheaded the development and launch of a pilot batch, playing an instrumental role indesigning and implementing the entire process from the ground up, which led to significant operationalimprovements.Solely responsible for conducting weekly, monthly, quarterly,half-yearly, and yearly business reviews with clients, ensuring transparency, addressing concerns, and aligningoperations with client expectations.Partnered with Real-Time Analysts (RTAs) to optimize queue management,improving efficiency and ensuring that service levels are consistently met.Led initiatives to automate key sub-processes, significantly reducingmanual effort and saving several hours per Full-Time Employee (FTE), thereby increasing operationalefficiency.Leveraged data analytics to track performance metrics, identify trends, andimplement strategic improvements, resulting in enhanced productivity and process efficiency.Played a key role in designing and implementing updated workflows, which reducedambiguity, streamlined operations, and improved overall team efficiency.Established strong, trust-based relationships with clients, acting as theprimary point of contact for escalations, complex inquiries, and strategic discussions, ensuring long-term clientsatisfaction and retention.Continuously sought opportunities for process enhancements,contributing to significant reductions in client losses and improvements in false positive and false negative
Education
Osmania University
Bachelor of Engineering - BE, Computer Engineering
2013 — 2017
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.