Utkarsh Kumar

About Utkarsh Kumar

Dynamic & result oriented professional with approx.9 years rich cross-functional…

Experience

1. Operations Manager

   Vivifi India

   Oct 2021 — Present · Hyderabad, IN

   Manage a large and diverse team of well-groomed CSAs Working towards pre-defined targets.• Managing 150 CCAs with 10 Team Leaders and 2 Assistant Manager.• Participating in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, and partner to define action plans that resolve issues and drive continuous improvement.• Responsible for staff retention within the team.• Review /audit transactions performed by the team• Conducting RnR for team motivation.• Created all types of MIS dashboards to track overall department productivity with micro management ( APR, FTE billing, Conversion report, Quality dashboard, Revenue Tracker, Attendance Tracker,Real Time performance tracker)• Creating challenging work environment and giving opportunities to team for next level promotion.• Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization.• Track staffing requirements, hiring new employees as needed.• Coordinates with other support departments such as HR/ Developers / IT / Talent acquisition / Quality / Training.• Manage timely data collection to update operations metrics to achieve productivity.• Managed all splinters like Video KYC, E Sign & E Mandate, Waiting for Documents, Verifications, Email and Chat in Presales • Monthly and Weekly review with AM and TL for all KPI’s.• Works with sales team to help set and meet daily and quarterly goals.• Works closely with COO on other special planning and departmental projects.• Works closely with the management team to ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance with regulatory-based best practices.• Measures productivity by analyzing performance data, financial data, and activity reports.• Create hype for sales on the floor.• Always implementing new dialer strategy for collection and Sales to increase productivity.

Education

• A V N English School

  Matriculation

  2011 — 2012

• R R College Sheohar

  Intermediate of Science

  2012 — 2014

• Magadh University

  Bachelor of Business Administration - BBA

  2015 — 2018