Bengaluru, Karnataka, India
I bring 9+ years of experience in BPO/ITES operations, with hands-on exposure to Tech Support, E-commerce, Banking (UAE), and US Healthcare processes (voice & non-voice). Currently working as an Operations Team Manager at Alorica, managing end-to-end operations, people management, and performance delivery. • Operations Management & Service Delivery • Assistant Manager – BPO / Operations Manager • Team Handling (30–200+ FTEs) • US Healthcare Operations & International Processes • Tech Support & E-commerce Support • Banking & Financial Services (KYC, Customer Support) • SLA, KPI, CSAT, FCR, AHT Management • Quality Assurance & Compliance • Workforce Management (WFM) & Shift Management • Training, Coaching & Performance Improvement Plans (PIP) • Process Improvement, Lean, Risk Management • Stakeholder & Client Management • Voice / Non-Voice / Blended Processes • 24×7 Operations & Night Shift Management Previously, I’ve worked as Assistant Manager at Tech Mahindra, handling large-scale operations (200+ FTEs), and as Sr Team Lead at Mashreq Bank, IBM Daksh, and Wipro, supporting US and international clients. I’m actively seeking Assistant Manager / Operations leadership roles in BPO/ITES and would be glad to connect if there’s a suitable match. Regards, Tirtha Das 📞 9535131003 | 📧 [email protected] 🔗 LinkedIn: https://www.linkedin.com/in/tirtha-d-3519a922a/ 📱 ATS-Optimized WhatsApp Recruiter Message Hello [Name], I’m Tirtha Das, a BPO professional with 15+ years of experience in Tech Support, E-commerce, Banking (UAE), and US Healthcare processes. Currently Operations Team Manager at Alorica, handling operations management, team leadership, SLAs/KPIs, QA, WFM, training, and client delivery. Previously Assistant Manager at Tech Mahindra (200+ FTEs) and Sr Team Lead at Mashreq Bank, and Wipro. Looking for Assistant Manager / Operations roles – BPO/ITES (voice/non-voice, international processes). Please let me know if there’s a relevant opening. 📞 9535131003 | 📧 [email protected] LinkedIn: https://www.linkedin.com/in/tirtha-d-3519a922a/ Assistant Manager BPO Operations Manager BPO US Healthcare Operations Tech Support Manager E-commerce Support Operations Banking BPO / BFSI Operations International Voice Process Service Delivery Manager Team Manager BPO
Led a high-performing operations team of 80 (Including 3 ATL's), focusing on continuous improvement and employee development. Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels. Collaborated with cross-functional teams to achieve shared business objectives and drive company growth. Managed key projects from inception to completion, delivering results on time and within budget constraints. Conducted regular reviews of internal policies and procedures to maintain compliance with industry regulations or best practices guidelines
As a Senior Team Lead at Mashreq Bank in the UAE, I have been responsible for leading and managing three teams, including two ATL's of 60 professionals, ensuring efficient workflow, and achieving departmental goals. I have also played a crucial role in developing and implementing strategies to improve customer satisfaction, and increase profitability. Developed high-performing team members through targeted training programs and one-on-one coaching. Enhanced team performance by implementing effective communication strategies and regular feedback sessions. Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
As a Sr. Team Lead at Knotify (Wipro) in India from October 2022 to April 2023, I was responsible for overseeing a team of talented individuals, and ensuring the successful delivery of projects within strict deadlines. My strong leadership skills, and ability to effectively communicate with cross-functional teams, were crucial in driving the team towards high performance. I also actively collaborated with senior management to strategize and implement process improvements, resulting in increased efficiency and cost savings. Managed a team of 20 employees. Facilitated effective communication among team members. Provided timely feedback and performance evaluations. Ensured adherence to company policies and standards. Trained new team members on company processes. Maintained a positive work environment for team morale Worked closely with senior management for process improvements
As an Assistant Manager at Tech Mahindra, India, from August 2019 to October 2022, I have gained valuable experience in managing teams and projects in the International e-commerce industry. I have been responsible for overseeing daily operations, implementing strategies, and maintaining client relationships. Managed a team of 200 employees. Implemented new processes to improve efficiency. Successfully completed multiple projects on time and within budget. Maintained strong relationships with clients through effective communication. Conducted performance evaluations and provided feedback to team members. Coordinated with cross-functional teams to ensure smooth project execution