Sandip Basu Chowdhury Email and Phone Number

• Leading and managing a global team of workforce management professionals. Providing guidance, coaching, and mentoring to develop their skills and capabilities. Fostering a collaborative and positive work culture.• Developing and implementing strategic workforce management plans and initiatives to optimize operational efficiency, productivity, and customer service levels across global operations.• Analysing historical data, market trends, and business requirements to forecast future staffing needs. Collaborating with various departments to align staffing requirements with anticipated demand and business goals.• Ensuring appropriate staffing levels by developing staffing models, defining scheduling policies, and establishing effective shift patterns. Optimizing workforce schedules to balance employee preferences, workload requirements, and cost efficiency.• Implementing performance metrics and monitoring mechanisms to track and evaluate the effectiveness of workforce management strategies. Analysing data and generating reports to identify trends, patterns, and opportunities for improvement.• Overseeing the implementation and maintenance of workforce management systems, tools, and technologies to support accurate forecasting, scheduling, and reporting. • Collaborating with various internal stakeholders, such as HR, Operations, Finance, and Contact Centre Management, to align workforce management strategies with broader organizational goals and objectives.• Conducting workshops or training sessions to enhance the knowledge and skills of staff involved in workforce planning and scheduling.• Proactively identifying process improvement opportunities and implementing changes to enhance workforce management practices. Staying updated with industry trends and emerging technologies to leverage innovative approaches in workforce planning and scheduling.

Nityo Infotech is a US-Headquartered and APAC focused Digital Solutions & IT Services company. Nityo is present in 40 countries powered by 21,000+ employees.In the Asia Pacific, Nityo has offices in Singapore, USA, EMEA, Malaysia, Indonesia, Philippines, Vietnam, Thailand, Japan, Australia, Taiwan, China, India, and South Korea.Our solutions portfolio has more than 25 Solutions such as Cloud Migration & Telephony, Analytics - SAP/ Oracle, AI/ML-based chatbots, HRMS, Location Intelligence tool, Next Generation Recruitment Tool, AI ML-based solutions for Banking & Insurance vertical.3000+ brands trust Nityo including Unilever, Grab, Sinarmas, Bluebird, Smartfren, Astra Aviva Life, Nestle, Singapore Airlines, UOB, Prudential, Sony, HP, Gojek, Citigroup, Barclays, British Telecom, DBS Bank, Maybank, CIMB and many more.

 Being part of the Seed Team initially the main KPI was to streamline the workflow & reporting structure as per the SOW and Client & Leadership demand. Manage 1200+ agent base in 9 different leading projects in 24/7 environment on various platforms (Voice, Chat, E-Mail & Social Media). Regular connect with Leadership and Client to update the process health and performance. Accountable for end to end daily Service Delivery (Ops), Real-Time-Management, Reporting, Scheduling, Capacity Planning, Rostering, Invoicing and Stack/Performance Incentive in location level. Closely work with the Country Head and respective account’s DPEs with process insight to help to take strategic decision.  Accountable for Revenue Leakage and PnL strategy & planning & solutioning for both existing and upcoming projects. Regular connect with Country Head & respective Clients through WBR, MBR and QBR onKPIs (SLA, C-SAT, S-SAT, GMV etc.) and ensure all MOM noted activities are adhered to.  Acted as a key role player in rebadging above 500 employees in 3 different projects(Lazada, GoJek & GRAB). Part of a project of CPH & SU under a Master Black Belt. Leading a prestigious position as ASEAN SPOC of Lazada process in Concentrix (Malaysia, Singapore, Vietnam, Thailand, Philippines and Indonesia). Ensure all Delivery related parameters are always green with 100% compliance and competencies. One of the key members of drafting SOP / BPMS for various activities and close post internal calibration & sign off with DPEs and Country Head and Compliance Head.

- Conducted performance analysis for Contact Centers across Kolkata, Rest of WB, Assam, and North East India, managing over 500 advisors.- Led Forecast collaboration for Contact Centers, aligning with Sales and Marketing teams for Inbound & Outbound (Data & Voice), Chat, E-Mail, and Social Media across Wipro BPO, Aegis BPO, IKF Technologies BPO, and Tech Mahindra BPO.- Implemented daily monitoring and analysis of Shrinkage, including Head-Count, Call flow, Service Level, Service Level Index, CPC, Revenue, etc.- Accountable for end-to-end management of monthly invoices, Reward & Recognition (RnR), and Rewards & Penalty (RnP) metrics for each contact center vendor.- Analyzed actual expenses against budgeted expenses in the CSD department.- Monitored overall contact center activity daily, addressing Queries, Requests, and Complaints (QRC).- Measured the efficacy of Brandings and Promotions by the Marketing department.- Tracked product-wise discount reports and revenue return from each product of stakeholders.- Played a key role in successful projects on ‘Repeat Reduction,’ ‘CPC Reduction,’ and ‘C SAT Increase.’- Analyzed and tracked daily Sales and Marketing efficacy for revenue generation.- Conducted workshops and seminars for Vendors/Dealers to enhance sales productivity and overcome challenges.- Accountable for quarterly Revenue & Cost budget preparation with the Finance team before submission to Leadership.

- Joined as a Team Leader WFM in the pilot batch, responsible for streamlining MIS and Reporting processes.- As WFM, focused on key result areas (KRAs), with a major emphasis on optimizing MIS and Reporting.- Utilized client forecasts to develop internal capacity plans, guiding the Recruitment team on future hiring needs and assisting in schedule preparation.- Compiled individual stacks for all organizational levels, ensuring streamlined processes.- Managed monthly invoices as a primary Key Result Area (KRA) to ensure financial accuracy.- Transitioned to Service Delivery, where the prime focus was on ensuring client-defined KPIs (SLA, AHT, ASA, C-SAT, Floor Shrinkage, Login-Leakage, CVA metrics, etc.) were met.

 Used to prepare and analyze daily process performance report along with the leadership reports. Approximately 400 advisors’ weekly roster was prepared along with all other levels.  AVAYA dialer report was prepared and shared the team wise performance daily basis. Used to prepare monthly invoice and shared with the finance and leadership team. Individual monthly stack was prepared and shared with all respective vertical managers and the DPE

 Used to prepare and analyze daily MIS and process performance reports and shared with all the Managers and DPE of the process. Approximately 150 advisors’ weekly roster was prepared along with all other levels.  Team performance report was prepared and shared with all team Managers daily basis. Individual monthly stack was prepared and shared with all respective vertical managers and the DPE.

 Used to prepare and analyze daily MIS and process performance reports and shared with all the Managers and DPE of the process. Approximately 150 advisors’ weekly roster was prepared along with all other levels.  Team performance report was prepared and shared with all team Managers daily basis. Joined as a Tele-Caller and then moved to MIS team. Used to make Outbound call to customers for Welcome Call, First Bill Explanation, Bill Payment related reminder call, Different promotional call etc.

 Maintain high levels of customer engagement to solve customer’s Queries, Requests & Complaints with a focus on customer satisfaction and loyalty Accountable to work as act as the voice of clients Proactively spot and correct any issues that could affect customer satisfaction or retention Facilitate periodic reviews with customers, determining new requirements and further success through engaging and consultative discussions Continually gathered feedback from our clients, then work directly with our product team to provide input on the product roadmap Monitor & handle product renewal, retention including expansion to upsell product to achieve company’s goal Maintain quality parameter in each transaction