Nikhil Joseph

Program Manager

Pune, Maharashtra, India19 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Certified Green Belt - Lean Six Sigma Professional
Expert in managing operations and training
Proven track record in driving business solutions

Stackforce AI infers this person is a skilled operations manager with expertise in BPO and service delivery.

Contact

Skills

Core Skills

Business DevelopmentOperations ManagementTeam ManagementTraining

Other Skills

Attrition controlBPOCRMCall CentersClient relationship managementConducting calibration sessionsConducting weekly reviewsEmployee EngagementForecasting business requirementsGenerating business opportunitiesIdentifying and implementing profitability improvementsMISManaging key accountsManaging voice coachesMarket trend analysis

About

Certified Green Belt - Lean Six Sigma Professional Passionate about driving innovation and providing business solutions Worked on Product enhancement projects Substantial exposure in managing operations and training

Experience

Amazon

3 roles

Program Manager, Capacity Planning and Technology

Jul 2024 – Present · 1 yr 8 mos

Operations Manager

Jul 2021 – Jul 2024 · 3 yrs

Manager Compliance

Oct 2018 – Jun 2021 · 2 yrs 8 mos

Adp

Assistant Manager

Jun 2014 – Sep 2018 · 4 yrs 3 mos · Pune, Maharashtra, India

Iugo training & hr solutions

Head Operations

May 2011 – Jun 2014 · 3 yrs 1 mo · Pune

Managing key accounts while consistently meeting and exceeding goals and expectations.
Generating long term/ short term business opportunities.
Identifying, improving, & implementing new ways & means to increase profitability by getting more business.
Preparing action plans post performance mapping & identifying pain areas.
Attending client review calls and maintaining healthy business relationship.
Executing, monitoring and ensuring quality work for clients within timelines
Controlling attrition and absenteeism for the firm
Maintain sync with the market for key trends

Managing key accountsGenerating business opportunitiesIdentifying and implementing profitability improvementsPreparing action plansClient relationship managementQuality assurance+4

Wipro

Assistant Manager

May 2006 – May 2011 · 5 yrs · Pune/Pimpri-Chinchwad Area

Managing voice coaches/ trainers across locations
Interact with process heads to determine strategies on outlier management and ensure implementation of action plans
Ensuring 100% productivity of my team by forecasting and analyzing business requirements.
Conduct weekly reviews for all the voice coaches to check implementation on action plans and KRA.
Stack preparation and incentive payout.
Responsible for ensuring retention and low absenteeism.
Conduct calibration and observation sessions
Ensuring regular up skilling sessions for the team

Managing voice coachesOutlier managementForecasting business requirementsConducting weekly reviewsRetention strategiesConducting calibration sessions+3