Arun Mishra

• Operations Manager for Remote Gate Operations (North America Region)
• Responsibilities:
• Supervised 26 associates, ensuring delivery aligned with shared forecast.
• Managed daily operations, including service levels, headcount planning, and delivery ratios.
• Collaborated with scheduling teams for daily, weekly, and monthly headcount planning.
• Engaged with BI and Tech teams on process development initiatives.
• Prepared weekly operational reports to enhance KPIs and quality metrics.
• RGM Projects:
• Service Level Planning: Designed and executed comprehensive strategies to meet operational goals, ensuring efficient resource allocation and optimal customer service.
• Workforce Management (WFM): Orchestrated capacity planning for 390 agents, involving meticulous shift distribution and optimization strategies.
• Process Optimization: Spearheaded initiatives resulting in 15% reduction in program Average Handling Time (AHT) through implementation of BI-driven tool for agents.
• Staffing Optimization: Successfully converted 65 agents from FTC to FTE roles, enhancing operational stability and efficiency.
• Return to Office Implementation: Orchestrated return to office plan for North America region, ensuring minimal disruption and high employee satisfaction.
• Process Improvements:
• Implemented BI-driven tools reducing program AHT by 15%.
• Identified and implemented process automation opportunities, increasing efficiency and reducing manual workload.
• Cultivated positive work environment through open communication, collaboration, and continuous improvement culture.
• Reduced equipment downtime by establishing preventive maintenance programs, improving system reliability and operational continuity
• Boosted operational efficiency by implementing cost-effective strategies and streamlining processes
• Increased customer satisfaction by implementing service improvements based on feedback analysis
• Balanced competing priorities in dynamic environment, ensuring timely completion of tasks while maintaining high standards for quality and safety
• Spearheaded change management initiatives that facilitated seamless integration during mergers or acquisitions

• Managing Daily Operations : Supervising 22 associates directly reporting to me.
• Maintaining delivery according to the shared forecast.
• Overseeing daily activities, including process service levels, headcount planning, and delivery ratios.
• Service Level Management : Developed a mechanism to track service levels for small businesses with headcounts below 10 while working with the DM team.
• Addressed the issue of consistently low service levels (SL) for NBIs due to their low volume contribution.
• Collaborated with the training POC to build a team of 15 agents cross-trained in multiple NBIs (Amazon Kitchen, Amazon Grocery, Global Mile, and SSD).
• Achieved a 100% service level with 85% agent utilization for all NBIs, despite low volume in the queue.
• Efficiency Improvements : Introduced an Excel macro for the M/MG check-in process, reducing 12 hours of work per day and saving $82,500 per year.
• Validated the implementation of M/MG check-in suppression daily, reporting defects to the respective team.

Operations Manager atTeleperformance for Uber Doc & Eats

• Managing & Supervising Daily Operations for Various Uber Processes (HC - 282)Uber Doc Support (HC - 60)
  Uber Eats US & C Restaurant (HC - 126)
  Uber Eats US & C UK Doc (HC - 96)
• Managed and supervised daily operations, handling 9 clients for the US & UK markets related to restaurant and document business.
• Maintained delivery according to shared forecasts.
• Managed B2P requirements weekly for billing purposes.
• Monitored and managed the progress of operations to ensure the team understood goals and changing requirements.
• Interacted with clients for updates and communicated the same to all team members.
• Prepared weekly presentations for Weekly Business Reviews with clients.
• Ensured proper scheduling and staffing for the process.
• Maintained and improved call center operations by monitoring system performance, identifying and resolving problems, and preparing and completing action plans.
• Achieved call center human resource objectives by: Recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
  Administering scheduling systems
  Communicating job expectations
  Planning, monitoring, appraising, and reviewing job contributions
  Planning and reviewing compensation actions
  Enforcing policies and procedures
  

Managing & Supervising Daily Operations at Teleperformance for Various Uber Processes

Processes:

• Uber Eats US & C (HC - 106)
• Uber DOC (HC - 60)

Responsibilities:

• Address operational issues and concerns promptly.
• Supervise the operations team to ensure operational excellence and outstanding customer service.
• Educate the operations team on best practices, company policies, and service excellence standards.
• Develop and maintain operational guidelines for staff.
• Oversee operational costs, risk management, and audit activities.
• Assist in interviewing, recruiting, training, performance evaluations, and promotion and termination activities.
• Determine staffing requirements and work assignments, and schedule new projects.
• Perform routine maintenance and repair work for equipment.
• Maintain a clean, safe, and organized facility.
• Evaluate inspection reports and service tickets, and prepare repair invoices.
• Coordinate with the General Manager on various operational issues and promotional activities.
• Evaluate current operational strategies and recommend improvements.
• Generate operational reports for management as needed.

Worked as Team lead at Teleperformance for Uber Voice & Doc Support ( Total HC - 90).

• Uber Voice Process : June 2017 to January 2018 (30 HC)
• Uber Doc Process : January 2018 to July 2018 (60 HC)
• Mentoring and coaching experts daily, tracking their performance progress
• Communicating client updates to all process members
• Preparing weekly presentations for Weekly Business Reviews with managers
• Handling escalations by liaising with different Resolver Groups
• Initiating process improvements by collaborating with Training and Quality teams
• Ensuring proper scheduling and staffing for the process
• Analyzing productivity and scheduling upskilling sessions to address product knowledge gaps
• Creating reports to update the company on team progress
• Preparing weekly presentations to showcase employee progress
• Implementing a monthly Early Warning System to retain at-risk talent.

• Responsible for overseeing Care Bay batch assigned.
• Providing on-floor and production support to Care Bay batches as needed
• Driving team productivity and achieving weekly targets
• Additional Responsibilities: Leading Contract Renewal drive, conducting training sessions on Contract Renewal for all teams, and preparing and sharing daily data and reports on Contract Renewal with client
• Working with client's tool flows, analyzing their effectiveness and issues, and reporting these to client for improvement