I am an Accomplished Operations Manager with over 10 years of expertise in managing and optimizing inbound and outbound contact center operations. With a proven track record of consistently exceeding KPIs, I specialize in driving operational excellence, enhancing process efficiency, and fostering high-performing teams across APAC, LATAM, UK, EMEA, and ANZ markets.My leadership philosophy centers on resource optimization, strategic planning, and team empowerment, ensuring both client satisfaction and employee engagement. I thrive on delivering measurable results, building robust client relationships, and navigating the complexities of global markets with innovative problem-solving skills.Whether overseeing large-scale operations of 3,00+ agents or mentoring smaller teams, I am passionate about transforming challenges into opportunities and achieving sustainable business success.
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Senior Media BuyerConcentrixKuala Lumpur, My
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OperationsConcentrix May 2021 - PresentFederal Territory Of Kuala Lumpur, MalaysiaLed a team of 300+ agents across multiple campaigns, optimizing service levels and enhancing operational performance.• Managed KPIs for sales, customer satisfaction, and operational efficiency, achieving consistent results above 95% SLA.• Implemented strategies for improving process workflows, reducing call resolution times by 30%.• Directed recruitment and training programs, building a high-performing team that exceeded quarterly targets by 20%.• Developed client-facing reports and presentations for management reviews, ensuring transparency and driving process improvements.• Managed daily operations, including resource planning, forecasting, and scheduling, ensuring optimal staffing levels.• Managing APAC, LATAM, UK, EMEA, ANZ market.
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Operations HeadRobinhood Media Aug 2020 - Apr 2021Kolkata, West Bengal, IndiaCoached and mentored 5 team leaders and 100+ Agents to meet and exceed operational goals and KPIs in a high-volume contact center.• Drove employee engagement through effective coaching and feedback, leading to a 15% increase in employee satisfaction scores.• Developed and executed process improvements to streamline workflows, cutting operational costs by 10% while maintaining service levels.• Partnered with finance and HR teams to ensure accurate forecasting and resource allocation for peak seasons.• Enhanced the customer experience through process optimization and strategic campaign management.• Handled UK, EMEA and APAC.
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Operations ManagerHdfc Life Mar 2011 - Apr 2019Kolkata Area, IndiaSupervised a team of 20+ agents in a high-volume call center, overseeing performance, training, and qualityassurance.• Ensured adherence to company policies and SLA targets, achieving a 98% customer satisfaction rate.• Conducted one-on-one performance reviews and created personal development plans, resulting in a 25%increase in team productivity.• Analyzed performance data to identify trends and implemented corrective actions to meet changing businessneeds.• Maintained client relationships, ensuring timely resolution of escalated issues and fostering long-termpartnerships.
S B Education Details
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Don Bosco School BandelBusiness/Commerce, General
Frequently Asked Questions about S B
What company does S B work for?
S B works for Concentrix
What is S B's role at the current company?
S B's current role is Senior Media Buyer.
What schools did S B attend?
S B attended St. Xavier's College (Autonomous), Kolkata, Don Bosco School Bandel.
Who are S B's colleagues?
S B's colleagues are Alison Gabriel, Julius Lagarto, Mary Claire Gonzales, Jhon Carlo Osorio, Marie Ann Bermejo, Jiye Kim, Caroline Namie Yamaguchi Kugo.
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