Viswa D.
Senior Operations Manager (BPO)
Open to offersNew to PlatformAbout
Viswa D. is a results-driven Operations Manager with over 18 years of experience in BPO services and IT project delivery, complemented by a Certified Scrum Master accreditation. He has honed his expertise in optimizing BPO operations, ensuring SLA compliance, and leading both remote and hybrid teams using Agile and Scrum methodologies. Viswa's career highlights include a notable six-month tenure working onsite with US stakeholders, showcasing his adaptability and cross-cultural collaboration capabilities. At KreateWave BPO Services, he enhanced service delivery quality by standardizing BPO workflows and implementing KPI dashboards. During his time as a Scrum Master at RVnGo.com, he facilitated Agile ceremonies, managed remote cross-functional teams, and collaborated closely with product owners to refine user stories for continuous feature delivery. His proficiency in KPI Development, Team Leadership, and technical tools such as JIRA and Trello has consistently driven operational efficiency and business goal achievement.
Experience
Manager, Operations
KreateWave BPO Services · 2024 — 2026Created and enacted operational policies and procedures to streamline BPO workflows, enhancing efficiency, SLA compliance, and service quality. Supervised daily BPO operations, ensuring team performance through coaching and feedback while fostering continuous improvement in a dynamic setting. Developed and nurtured client and vendor relationships to align service delivery with business goals and improve client retention. Managed budgeting, forecasting, resource distribution, and workforce management to achieve strategic objectives and operational growth. Established quality assurance protocols, knowledge bases, and KPI dashboards for performance monitoring and result-driven analysis.Scrum Master (Remote)
RVnGo.com · 2019 — 2023Conducted all Scrum ceremonies, including sprint planning, daily stand-ups, retrospectives, backlog refinement, and stakeholder demonstrations for remote cross-functional teams, encompassing 6 months of onsite interaction with US stakeholders in Phoenix. Facilitated the removal of impediments and safeguarded the team from distractions to promote focused delivery and increased velocity in a fully remote and onsite hybrid setting. Collaborated with the Product Owner on backlog prioritization and user story refinement to ensure continuous feature release using Agile methodologies. Provided mentorship and guidance to team members on Agile principles to enhance individual performance and team collaboration. Monitored progress through burndown charts and metrics to uphold project alignment with goals, timelines, and quality expectations.Project Manager
Malibu IT Labs · 2017 — 2019Outlined project scope, objectives, and technical feasibility in collaboration with stakeholders for successful delivery of IT projects. Oversaw resource allocation, managed client relationships, and handled change requests to maintain control over project scope, schedule, and budget. Coordinated cross-team project tasks, produced documentation, and addressed conflicts to support effective team dynamics.Assistant Manager, Operations
Patra India BPO Services · 2011 — 2017Oversaw operational activities and improved workflows to optimize performance within the BPO sector, while enhancing team productivity through effective management and support.Customer Support Agent
[24]7.ai · 2010 — 2011Provided customer support through effective communication and problem-solving skills, assisting customers to resolve inquiries and issues efficiently.Medical Transcriptionist
Accentia Technologies · 2008 — 2010Performed medical transcription duties, accurately converting audio recordings into written documents while ensuring adherence to medical guidelines and confidentiality standards.
Skills & Expertise
Education
- MSc, Information TechnologyInstitution not specified · — — 2008
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