Yash Chouhan

About Yash Chouhan

I am a driven and goal-oriented professional with over 7 years of extensive experience in the offshoring sector, specializing in BPO Quality and Operations. My career has been marked by dedication to customer relations, conflict resolution, and safety management. I possess a keen sense of judgment and a self-directed approach, enabling me to address both routine and complex challenges with minimal oversight. Currently, as a Senior Operations Manager at Transcom, I lead strategic initiatives to enhance operations and drive efficiency. My previous management roles at VCOSMOS and Riemen Solution Pvt Ltd have seen me consistently deliver results and nurture a culture of excellence.My track record includes managing and empowering teams of over 500 professionals across industries like E-Commerce, Telecom, Fintech, and Ride Hailing. I have achieved departmental objectives through effective staff planning, evaluation, and continuous improvement strategies. My hands-on experience with qualitative analysis and audits has allowed me to pinpoint operational opportunities and implement effective solutions. I am proud of my ability to build strong client relationships, ensuring high satisfaction and retention rates, and coaching team members to excel in customer service and meet growth targets.With a bachelor’s degree in computer applications from Jaipur National University and proficiency in Microsoft Office, operations management, analytics, and customer service, I am well-equipped to contribute to the success of a dynamic organization. I am eager to leverage my skills and experience to foster growth and success in a forward-thinking company. I look forward to the opportunity to connect and discuss how we can collaborate for mutual benefit.

Experience

1. Senior Operations Manager

   Transcom India

   Sep 2023 — Present · Jaipur, IN

   Directed a dynamic team of over 600 professionals, including 35 Team Leaders, 4 Assistant Managers, and 4 Deputy Managers, in a high-availability 24/7 operation.• Established and communicated clear performance standards, providing mentorship and fostering an environment of continuous feedback and motivation for superior team results.• Pioneered client engagement initiatives, ensuring alignment with quality benchmarks and performance metrics for a leading Indian e-commerce client.• Orchestrated cross-functional collaboration with Quality, Training, Workforce Management, and HR to mitigate operational challenges and guarantee smooth delivery processes.• Implemented rigorous performance monitoring systems, aligning team efforts with key performance indicators and organizational growth objectives.• Championed the launch and expansion of a Biggest fintech account, scaling from a 30-agent operation to over 300 FTE across multiple sub-accounts, solidifying its status as a key client.

Education

• Jaipur National University

  Bca