Biswanath Banerjee Email and Phone Number
Resource and Demand Management with more than 12 years of experience in handling Operational Workflow & Strategies, Preparing & Analyzing Reports, Preparing Insight Delivery Dashboards and Overall Business Insight Delivery across all Verticals. Sound knowledge of Operational Metrics, Problem Management, Change Management & People Management.I am an Innovative Thinker & have Passion for Learning. I possess high leadership skills. I have the ability to Work with the team and understand their needs, interpret their demands and respond as appropriate.I am a person, who firmly believes in teamwork, has a result-oriented and a learning approach, hence I look forward to a job that entails and coordinates team efforts. I aspire for a job that facilitates my growth as an individual both on personal and professional level. I sincerely strive to invent a future out of the responsibilities bestowed upon me and contribute in the development of my organization with the knowledge attained through my academic and professional experiences.
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Resource PartnerBt Group Mar 2023 - PresentKolkata -
Resources ManagerBt Jun 2019 - Mar 2023Kolkata Area, India● In BT, I look after the reporting team for BT Global Services Team which includes regions of AMEA, LATAM, USA, Europe, and Australia along with 6 other members in my team. I look after the Shrinkage, Capacity & Resource Planning, and Attrition report, Headcount Inventory and other operational KPI's as designed and demand in the operational flow. I also prepare various dashboards for our Global Service Delivery and Service Assurance including NPS, Change Management, Risk Management, and Incident Management & Problem Management. I provide detailed Business Insight Analysis of the reports to the VP’s, Directors and Business Heads.
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Business Intelligence ManagerBt Jun 2018 - May 2019Gurgaon, India
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Workforce ManagerBt Aug 2016 - May 2018
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Wfm SpecialistAegis Global Dec 2014 - Aug 2016Kolkata, West Bengal, India● In Aegis Global Solutions I was into a WFM Lead role (Step Up Role) with 3 other WFM Associates reporting to me from WFM team to maintain the daily Client dashboard for Agent Performance, Non Agent Performance, Login Compliance Report, Login Adherence Report, Schedule Attainment Report, Login Hour Deficit Report, Max Delay Report for a Middle east based Telecom Business Unit.● I was looking after the Call Forecasting, Capacity planning and scheduling for the Business.● I used to provide feedback and do internal Quality check for all reports as published by my team.● Providing RCA’s and Business Insight was also one Key factor for the business which was provided when there was any missed SLA’s. -
Service Delivery SpecialistWipro Bps Jun 2013 - Jun 2014Kolkata, West Bengal, India● In Wipro, I had worked with the Operations support for UK based Telecom giant-British Telecom managing their Land-line portfolio. My responsibilities would mainly include mentoring new batch, handling escalations on email & calls. I had also shown responsibility towards coaching, analysing the area of improvement for the new hires and providing timely feedback through call listening and mock calls. Apart from the BAU job, I had to maintain the Daily, Weekly and Monthly reports for the Process and see to that all intervals (half hourly and hourly) are met as per agreement with the business area. I had to prepare reports for the Stack Ranking on a monthly basis and maintain the CSAT scores and repeat % for the advisors. -
Sr Collection SpecialistExl Mar 2012 - Jan 2013Gurgaon, Haryana, India● In EXL Services, I was working with the B2B Collections team for a UK Utility Provider-British Gas where I had to follow up on the delinquent accounts and collect the overdue accounts’ had worked with different stages of collections from the 7 days past due to 180 days past due. I was also a part of the Skip tracing team where we used to track the customers through the applications and methodology and check for the payments. ● I was also included in the reporting team of my process and we used to prepare several dashboards for the business in terms of Revenue generation and also SLA Metrics reports. -
Fraud & Risk AnalyticsHsbc Jan 2008 - Nov 2011Kolkata Area, India● Working with HSBC, I was into Fraud & Risk Analysis for UK based Debit & Credit cards for HSBC Customers. I possess a detailed knowledge of the Fraud & Risk Analysis in Banking Industry and was rigorously trained on all forms of compliance and security methodology. I had also dealt with the Premier and Private Banking customers for HSBC.I had also worked with the Fraud Investigation team where we used to investigate the Frauds identified and after investigation we used to proceed with the charge back on the account. I had also mentored new training batches for the Business and was also a part of the complaints team. -
Workforce Management AnalystFirstsource Aug 2006 - Dec 2007Bengaluru, Karnataka, India● At ICICI OneSource (Firstsource Solutions), I was promoted as an Executive into WFM Team which deals with managing the reports for the Clients, sending invoices for the company, managing call queues, and Dialer management for collections team, Scheduling and Forecasting. I was also handling the Weekly Calibration call with the Clients and the Reports for the Week as well as for the Month and also managed the WFM team across Mumbai and Bangalore. -
Customer Support SpecialistInfosys May 2004 - Jul 2006Bengaluru, Karnataka, India● Working with INFOSYS I was an executive as a CISCO Technical support and later was promoted as a Sr Executive for a US Mortage – Washington Mutual. My job was more into collection and follow-up with the Customers on defaulter Mortgage loan accounts.● My job was not limited to only Business Operations but instead I was also a part of the reporting team wherein I used to collate daily, weekly and monthly data for my process and assist my Team Manager in preparing reports. While working with Infosys I got an opportunity to train a few team members regarding the process and mentoring them to perform better.
Biswanath Banerjee Education Details
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Computer Science -
Don Bosco School12Th -
Finance, General
Frequently Asked Questions about Biswanath Banerjee
What company does Biswanath Banerjee work for?
Biswanath Banerjee works for Bt Group
What is Biswanath Banerjee's role at the current company?
Biswanath Banerjee's current role is Resource Partner - Service Operations.
What schools did Biswanath Banerjee attend?
Biswanath Banerjee attended Ramaiah Institute Of Technology, Don Bosco School, Sikkim Manipal University - Distance Education.
Who are Biswanath Banerjee's colleagues?
Biswanath Banerjee's colleagues are Joe Brady, Joseph Ladipo, Comfort Msilu, Sahil Sharma, Nigel Robinson, Ceri Griffiths, Floyd Moses.
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