Syed Asad Ul Islam
Operations Manager | Proven Leader in Cross-Functional Team Management | Expert in Driving Operational Efficiency & Results
- Role
- Operations Manager at Accenture
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Syed Asad Ul Islam
Results-driven Operations Manager with 12+ years of progressive BPO and contact center…
Experience
Operations Manager
Jul 2024 — Present · Gurugram, IN
Led and managed a team of 150+ full-time employees (FTEs), overseeing workforce planning, shift scheduling, and performance management to ensure seamless daily operations.• Directed end-to-end operational management, including customer service delivery, escalation resolution, and quality assurance to meet service excellence standards.• Monitored key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR) to drive continuous improvement.• Spearheaded process improvement and automation initiatives, enhancing operational efficiency, reducing costs, and increasing employee productivity.• Collaborated with cross-functional teams including Training, Workforce Management, and Quality Assurance to optimize agent performance and achieve business goals.• Conducted regular performance reviews, coaching, and mentoring sessions, fostering high-performing teams and reducing employee attrition.• Managed client relationships and stakeholder communications, ensuring consistent delivery of contractual obligations and operational targets.• Developed and enforced Standard Operating Procedures (SOPs), compliance guidelines, and escalation protocols to maintain regulatory and organizational standards.• Led root cause analysis (RCA) for recurring operational issues, driving corrective action plans to mitigate risks and prevent recurrence.• Prepared and presented comprehensive weekly and monthly business reviews (WBR/MBR) to senior management, highlighting performance trends, risks, and strategic action plans.
Education
Rajiv Gandhi Prodyogiki Vishwavidyalaya
Bachelor of Engineering - BE, Computer Science
2010 — 2014
St. Joseph's Convent School, Khandwa
Physics, Chemistry & Maths.
1995 — 2010
Maharishi Mahesh Yogi Vedic Vishwavidyalaya
Diploma, Diploma in Computer Application
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