Lalit Mohan Pandey
New Delhi
Summary
Proven leader in operations management with experience in steering high-performing teams. Strengths include strategic planning, process optimization, and quality control. Demonstrated ability to drive efficiency and productivity through process improvements and team collaboration. Past work has resulted in improved operational performance, streamlined processes, and enhanced team morale.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Operations Manager
Teleperformance India PVT LTD
Delhi, India
05.2026 - I currently work here
- Monitored staff performance and developed improvement plans.
- Oversaw quality control processes, maintaining high standards for all products and services.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Led operations team in daily tasks, optimising workflow and increasing efficiency by 20%.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Prepared statements detailing operational detail and key performance indicators.
Assistant Manager
Teleperformance India PVT LTD
New Delhi
06.2022 - 08.2026
- Promoted as Team Manager operations, handled a project called Onfido which is an Global identity verification Process.
- Set up the same Project in Mohali for TP of 100 HC and later set up the same project in Mumbai for 600 HC.
- Currently handling an OTA Hopper for TP which involves Flights, Cars, Hotels and Homes.
- Managing a Team of 15 Team Leaders and overall HC of 220 Agents.
- Developed and implemented processes to improve operational efficiency.
- Analyzed customer feedback data to identify areas of improvement in operations.
- Monitored daily operations to ensure compliance with company policies and procedures.
- Conducted regular staff meetings to discuss progress and challenges faced by the team.
- Documented all operational activities and maintained records of performance metrics.
- Created reports on project progress, resource utilization, and cost savings initiatives.
- Provided guidance to team members regarding their responsibilities and tasks.
- Reviewed performance reviews of team members and provided feedback as needed.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Working as AM OPS for Hopper which is US based online Travel Agency.
- Dealing with Clients on Day to Day operational activities.
- Voice and Chat Process with 70-30 Ratio.
Team Leader Supervisor
Teleperformance India PVT LTD
03.2018 - 06.2022
- Worked as a Team Leader OPS for Carson Wagonlit Travels (Global Price Tracking Project)
- Managed a Team of 40 Associates.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Delegated daily tasks to team members to optimize group productivity.
- Team Leader Reviews and Performance Management.
Team Leader
British Airways Arvato BMSI
07.2015 - 09.2017
- Responsible primarily for 20 agents within my span
- Successfully achieved and reported Team Targets and process SLAs on monthly basis
- Enforce daily scheduling requirements and ensure compliance to establish company policies
- Monitor, identify and resolve performance/ behaviour/ attendance issues using prescribed performance management techniques
- Review efficiency statistics on daily basis and provide constructive feedback
- Handled complaints & escalations for better customer experience & relation through 'Manager on Duty' log in on a daily basis
- Interacted and communicate updates/changes about the process to the team to keep them updated and feel valued in business
- Imparted training as required based on team's performance on critical parameters as well as recommended behavioural programmes
- Discuss the daily performance with the Team members
- E.g
- Login hours, Quality scores, AHT, Productivity and Schedule adherence so that the team is aware about their performance
- Monitoring the agents on Quality and Customer Service Parameters to bring out maximum productivity
- Giving feedback on daily basis for the monitored calls fatal and non-fatal errors
- Making PIP for the non performing Agents
- Making an ABC analysis and a Sample Size every month
- Part of the call calibration with the client weekly so that all the auditors are on the same page
- Perform daily, weekly and monthly 1:1
- Responsible for grooming the agents and getting them prepared for the next level
- Liaise with HR and the management team on any disputes or concerns raised by the agent
Sr. Customer Care Executive
Arvato BMSI
09.2013 - 07.2015
- Led team as Team Mentor
- Created several productivity reports and assisted Manager
- Led team as Fast Tracker
- Identified the ways of process improvement by weak points and the areas of opportunities for improvement
- Coordinated and interacted with clients on several updates and send daily reports
- Accredited with the awards like 'Star of the Month' in the process
Sr. Customer Care Executive
IBM
03.2013 - 08.2013
- Part of Jet Airways Travel process and contributed to the process by giving 100% quality
- To ensure full customer satisfaction during calls by providing all information accurately
- To work as an effective team player and participating in all activities relating to the team
- Maintaining healthy competition among teams across the floor and trying to excel in all areas possible
- Helping & mentoring the new joiners in enhancing their process knowledge & coaching them so as to improve on call quality
- Part of Process Knowledge expert Team and preparing questionnaire for the entire LOB
- Worked as a floorwalker
Customer Care Executive
TCES
12.2011 - 02.2013
- Part of Jet Airways process and contributed to the process by giving 100% quality
- To ensure full customer satisfaction during calls by providing all information accurately
- To work as an effective team player and participating in all activities relating to the team
- Maintaining healthy competition among teams across the floor and trying to excel in all areas possible
- Helping & mentoring the new joiners in enhancing their process knowledge & coaching them so as to improve on call quality
Education
XIIth -
WBCHSE
01.2008
Xth -
WBBSE
01.2005
Bachelor of Arts -
Sabarmati University
Skills
- Ability to multi-task
- Work in a demanding global multi-disciplinary team environment
- Work independently
- Ownership of problems
- Leadership
- Interpersonal skills
- Communication skills
- Team leadership
- Understanding of contact centre systems
- Understanding of methodologies and practices
- Operational Efficiency
- Sales Support
- Staff Development
- Performance reporting
- Data Analysis
- Performance monitoring
- Customer Service
Certification
- Attended workshop on Effective communication at Arvato BMSI
- Three months of on job training on Leadership style at Arvato BMSI
- Attended workshop on feedback and coaching styles at Arvato BMSI
Timeline
Operations Manager
Teleperformance India PVT LTD
05.2026 - I currently work here
Assistant Manager
Teleperformance India PVT LTD
06.2022 - 08.2026
Team Leader Supervisor
Teleperformance India PVT LTD
03.2018 - 06.2022
Team Leader
British Airways Arvato BMSI
07.2015 - 09.2017
Sr. Customer Care Executive
Arvato BMSI
09.2013 - 07.2015
Sr. Customer Care Executive
IBM
03.2013 - 08.2013
Customer Care Executive
TCES
12.2011 - 02.2013
XIIth -
WBCHSE
Xth -
WBBSE
Bachelor of Arts -
Sabarmati University