From Chai Breaks to Boardrooms: 10 Years of Ops Ka Tadka! AMA with an Ops Manager who's seen it ALL!
Shhhhh... It's me, your friendly neighborhood Operations Manager, here to spill some anonymous 'gyaan'! I've been in the Ops game for over a decade, managing teams bigger than a typical Indian wedding guest list (over 1000 people, no less!).
Currently an Operations Manager at a well-known company, From my days at a large BPO ('Concentrix') to a big IT firm ('TechM'), I've tackled challenges that would make your spreadsheets cry. I Still Remember the project I Initiated for a company, Led a team of 27 'superstars' to boost attendance, cut AHT, and make customers happier than finding ₹500 in an old jeans pocket!
Think you've got an Ops problem or a burning career question?
Bring it on! Ask me Anything about scaling teams, dealing with 'sarkari files' of processes, or how to actually get things done in the Indian corporate jungle.
No filters, just real talk from someone who's seen it all. Let's make this go viral!"
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How much has AI impacted your ops job?
Good question So far, AI has helped us become more productive by handling repetitive or basic tasks, allowing us to focus on more strategic work.
It’s saving time in moderation activities, enabling more precise quality checks of the team's work, and overall delivering better outcomes.
When it comes to AI use cases in operations, it really depends on the nature of the work. For example, in BPO or customer support roles, many of my friends have observed that AI primarily handles the first level of support through calls, emails, or chat. However, when AI is unable to understand or resolve complex issues, those cases are still escalated to human agents.
In short, AI is helpful, but it's not fully optimized yet. It’s more of an enabler than a complete replacement at least for now.