1. Service Excellence Management
Operations Management
Client Relationship Management
Team Management
Service Level Agreements
P & L Accountability
Client Relationship Management
Transition
Backend Technical Support
Quality Assurance
CRM
Technical Support
Operations Management
Transition
With over 17 years of experience in Service Excellence Management, CRM/Operations’ Management, Quality, Compliance &
Technical Support. Worked as DGM Operations Regional Head East and Banglore center with Firstsource Solutions Ltd,.
Consistent record of delivering results in growth, revenue, operational performance, and profitability. Spearheading Center of
Excellence through effective management & ensuring for quality services rendered & achieved.
Adept in providing leadership and direction in continuously improving business performance in a sustainable way and
developing strategy, approach, content and structure. Deftness in monitoring delivery of high-quality customer experience,
elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.
Superior interpersonal skills, capable of resolving multiple & complex issues & motivating staff to peak performance,
outstanding presentation & communication skills
RAVI RUNGTA
Contact : 09836358282
E-Mail : rungta.ravi@gmail.com
A highly energetic & versatile leader proficient in running successful method-oriented management & taking
initiatives for business excellence through process improvement; seeking assignments in Operations
Management with an organization of high repute
Profile Snapshot
An ardent Operations Management Professional
Core Competencies
Maintaining high discipline and norm adherence, coordinating with superiors for cross
trainees and innovative suggestions to improve operational functioning
 Understanding business needs, its strategic direction and identifying initiatives that
will allow a business to meet those strategic goals
 Formulating long term as well as short term business plans to ensure maximum
profitability; conducting performance review of team members on weekly & monthly
basis and suggesting measures to improve accuracy, productivity and meeting TAT
 Setting out quality standards for various operational areas, ensuring a high-quality
client experience while adhering to the SLAs and work processes
 Generating various daily, weekly & monthly MIS reports pertaining to process
operations; conducting weekly & monthly interactive sessions with team members to
address any concerns or issues
 Managing team functions viz. planning, recruitment, selection & performance
management (including performance/quality evaluation) for all employees in the
organization
Organizational Experience
Jan’98 – Jun’04 Softech Consultants, Kolkata and Siliguri as Team Manager
Jul’04 – Dec 06 LLSPL, Kolkata as Process Manager
Dec’06-Nov’09 Firstsource Solutions Ltd. Kolkata as Senior Manager - Operations
Dec’09- Apr’10 AGM Operations (Spanco BPO Kolkata)
May’10-May’15 Firstsource Solutions Ltd., Kolkata as Deputy General Manager – Operations
Key Result Areas:
DGM Operations (Regional Head East)
 Spearheaded delivery of India Operations for centers in the eastern part of the country for voice based inbound processes
with employee strength of 2500 CSAs, 1200 workstations with 4 centers in the region
 Ensuring achievement of SLA; conducting Business Reviews with Client Business Heads and Internal Heads
 Ensuring implementation of company policies and procedures with focus on cost reductions and profit growth
 Developing workshops for managers and mid management cadre and implementation for improved operational efficiencies
 Ensuring all departmental staffs are competent, supervised, developed and highly motivated and that the appropriate staff is
in the key roles for the business area

2. As Sr. Manager Operations
 Managed operations of voice based inbound Telecom process, Managed multiple LOB
 Handled a large/ multiple work group’s for over 1400 CSAs
 Interacted with clients and one point of contact for client and evaluated and improved processes and methods
 Overseen Change Management, Team Management, Attrition control, etc.
 Handled Nesting – transitioned new hires to full scale production (OJT)
 Provide customer with correct information with excellent customer experience
 Liaised with scheduling to ensure appropriate resources are available to meet operational requirements
 Ensured continuous improvement in call handling standards so that the staff can progress through the different levels
As Operations Manager
 Involved in the processes, looking after the Service Level and team’s KRA
 Consulted & formulated monthly and weekly SL/goals for the team, by defining productivity, quality and efficiency metrics
 Managed Shift/Day's targets on production, quality and efficiency including - Analyzing data (forecast, schedule, customer
satisfaction, performance management), finding flaws and fixing broken or inefficient processes and ensure the service level
 Monitored the outliers on a daily basis and looking into their improvement trends
 Developed a mentoring system; created performance & career development plans for agents & team leaders
 Monitored attrition with RGB concept and checking Absenteeism
Previous Experience
Jul’04 – Dec 06 LLSPL, Kolkata as Process Manager
Growth Path
Jul’05 – Dec 06 Process Manager
Jul’04 – Jun’05 Team Manager
Jan’98 – Jun’04 Softech Consultants, Kolkata and Siliguri as Team Manager
Growth Path:
Jun’02 – Jun’04 Team Manager
Jun’01 – Jun’02 Team Leader
Jan’98 – Jun’01 Customer Support Executive
Dec’06-May’15 Firstsource Solutions Ltd., Kolkata as Deputy General Manager - Operations
Growth Path:
Dec’06-June’08 Manager Operations
July’08 –Nov’09 Sr. ManagerOperations
May’10- Dec’10 Sr. Manager Operations (Firstsource Kolkata and Siliguri Operations)
Jan’10- May’12 DGM-Operations (Kolkata and Siliguri operations)
June’12-Oct’13 Center Head – Kolkata
Nov’13-May’15 Regional Head for 4 centers (Kolkata, Siliguri Odisha& Indore)
Academic Details
1998 PG Diploma (Computer Application & Networking) from NIIT
1996 B.Com. from University of Kalyani
Personal Details
Date of Birth: 9th August, 1975
Languages Known: English, Hindi, Bengali,
Address: BL-372, Salt Lake City, Sector-II, Kolkata-700091