Gopa Kumar

Gopa Kumar Email and Phone Number

Deputy General Manager at Suma Soft Pvt Ltd @ Suma Soft Pvt Ltd
pune, maharashtra, india
Gopa Kumar's Location
Pune, Maharashtra, India, India
Gopa Kumar's Contact Details

Gopa Kumar personal email

About Gopa Kumar

20+ years of experience in Contact Centre operations with hands on experience of People Management, Service Delivery, Process Improvements, Hiring, Training & Coaching, Documentation of SOPs and process mapping. Domain expertise in BFSI & Telecom Contact Centre (Voice & Back-office) for Domestic and International Markets.Experience of end-to-end transition of Outbound/Inbound contact centre, Shared service centre for telesales and customer services, Voice and non-voice based customer service for Hospitality industry. Hands on experience of end-to-end new deals (RFPs, RFIs, MSA, SoWs). Have experience of Audits across functions. Experience of working and leading technology projects for Call Centre Improvements (CRM Integrations, Automations)Knowledge of LSS Tools & Methodologies and have implemented them in various projects to drive performance, identify opportunities, mining for new opportunities to scale upProcess improvements, Risk management and Service Delivery for contact centres for BFSI vertical, Telecom & Hospitality

Gopa Kumar's Current Company Details
Suma Soft Pvt Ltd

Suma Soft Pvt Ltd

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Deputy General Manager at Suma Soft Pvt Ltd
pune, maharashtra, india
Website:
sumasoft.com
Employees:
582
Gopa Kumar Work Experience Details
  • Suma Soft Pvt Ltd
    Service Delivery Lead
    Suma Soft Pvt Ltd Oct 2018 - Present
    Pune, Maharashtra, India
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  • Teleperformance
    Head Of Service Delivery
    Teleperformance Aug 2015 - May 2017
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  • Genpact Llc
    Senior Manager - Transitions
    Genpact Llc Oct 2012 - Jun 2015
    Managing End-to-End transition, working with functional teams, documentation of processes for contact centers, shared service center for NBFC, Bank and Hospitality Industry. Project Management and Process Improvements for Supply Chain Industry.
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  • Genpact
    Manager
    Genpact Sep 2009 - Oct 2012
    Led two teams across voice and non-voice for the customer service department of one of the leading banks of Europe. Was also responsible for managing the entire service delivery for a 25 FTE non-voice customer service process. Moved ahead and transitioned a 80 FTE process for a leading hospitality business for Genpact. This was first of it's kind for Genpact.
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  • Genpact
    Assistant Manager
    Genpact Mar 2007 - Sep 2009
    Jaipur Area, India
    Remotely transitioned a critical process for Genpact from Europe for one of the leading bank's backend resource planning. Was responsible for resource and service delivery planning for back end services of this bank.
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  • Genpact
    Management Trainee
    Genpact Mar 2006 - Mar 2007
    Successfully Transitioned the non-voice customer service business for one of the Leading banks of Europe and also successfully transitioned a sub-process for the same bank from another location in India and consolidated the business at one location for 25 FTE.
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  • Genpact
    Process Developer
    Genpact Nov 2004 - Mar 2006
    Jaipur, Rajasthan, India
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  • Genpact
    Process Associate
    Genpact Jul 2002 - Nov 2004
    Gurugram, Haryana, India
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Gopa Kumar Skills

Service Delivery Team Management Bpo Transition Management Vendor Management Sla Management Mis Offshoring Outsourcing Six Sigma Process Improvement Process Excellence Process Management Call Centers Process Migration Kpo Re Engineering Employee Engagement Bfsi Operations Management Performance Management Crm Business Process Improvement Business Process Business Process Re Engineering

Frequently Asked Questions about Gopa Kumar

What company does Gopa Kumar work for?

Gopa Kumar works for Suma Soft Pvt Ltd

What is Gopa Kumar's role at the current company?

Gopa Kumar's current role is Deputy General Manager at Suma Soft Pvt Ltd.

What is Gopa Kumar's email address?

Gopa Kumar's email address is go****@****ail.com

What are some of Gopa Kumar's interests?

Gopa Kumar has interest in Children, Education.

What skills is Gopa Kumar known for?

Gopa Kumar has skills like Service Delivery, Team Management, Bpo, Transition Management, Vendor Management, Sla, Management, Mis, Offshoring, Outsourcing, Six Sigma, Process Improvement.

Who are Gopa Kumar's colleagues?

Gopa Kumar's colleagues are Manan Mutha, Mix Music, Aakash Tayal, Trupti Deore, Prerna Dambhare, Rahul Deshpande, Varsha Patil.

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