Currently heading delivery for Kolkata account as site head, extending tech-support on behalf of one of US Retail giant in consumer and electronics segment. Accountible for in and out of site compliance and revenue management along with ensuring enhanced customer satisfaction.Earlier had been heading India business for one of global E-commerce giant, catering delivery from Greater Noida site and accountible for overall site management.

• Looking after the Call Centre Business Operations as Lead Project Manager/ Head Operations• Current Span of control is 1000+ and looking after Vodafone inbound prepaid and verification process, mpesa and CBO ... earlier looked after Reliance Prepaid GSM Process for Rest of Bengal and Bihar/Jharkhand and Kolkata circles too.• Monitoring the KPIs and KRAs for team leaders and associates.• Client Interaction and enhancement of process development and positive revenue… Show more • Looking after the Call Centre Business Operations as Lead Project Manager/ Head Operations• Current Span of control is 1000+ and looking after Vodafone inbound prepaid and verification process, mpesa and CBO ... earlier looked after Reliance Prepaid GSM Process for Rest of Bengal and Bihar/Jharkhand and Kolkata circles too.• Monitoring the KPIs and KRAs for team leaders and associates.• Client Interaction and enhancement of process development and positive revenue contribution.• Checking on VOCs of customers and providing solutions for better customer satisfaction. • Looking after the overall process manpower RAG and plan for the same based on forecasted call volume and responsible for overall project revenue management and meeting profitibility target.• Ensuring higher quality scores for the process and meeting ISAT scores target.• Coordinating with Training and Quality team on TNA requirement as applicable for smooth process improvement and development. Show less

Head Operations contact centre and managing overall centre with span of control of 1000+

Reliance BPO Pvt. Ltd. – Since August 2003 till December 2010 (7.4 yrs) • Job profile: - (as a SPOC between RBPO and the Partner - Spanco BPO Pvt. Ltd.)• Identifying key improvement SLA areas of Partner and driving the Partner team to achieve goal.• Monitor KPI gaps against target & implement/suggesting plan for bridging the gaps.• Accountable for delivering internal targets through meeting partner targets by careful and systematic planning and forecasting. Actively… Show more Reliance BPO Pvt. Ltd. – Since August 2003 till December 2010 (7.4 yrs) • Job profile: - (as a SPOC between RBPO and the Partner - Spanco BPO Pvt. Ltd.)• Identifying key improvement SLA areas of Partner and driving the Partner team to achieve goal.• Monitor KPI gaps against target & implement/suggesting plan for bridging the gaps.• Accountable for delivering internal targets through meeting partner targets by careful and systematic planning and forecasting. Actively participating in quality audits being done to check on Partner’s performance.• Handling VOC process by determining problems and providing solutions. Manage and address customer calls escalations, and ensure customer satisfaction for such cases.• Also keeping an eye on Partner’s recruitment and hiring process and on the final certification process being done from RBPO end.Job profile :- (Assistant Manager – RBPO Operations) Nov.2007 to Sept’10• Span of control being >220 and leading a team of 10 Team Leads and handling Reliance Telecom (GSM) Process ROB – at Siliguri.• Identifying key improvement SLA areas and motivating team to achieve goal.• Monitor KPI performance gaps against target & implement plan for bridging the gaps.• Handling VOC process by determining problems and providing solutions. Manage and address customer calls escalations, and ensure customer satisfaction for such cases.• Maintain supervisory responsibilities in line with RBPO policies and applicable laws; including planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and problems of employees, etc.• Responsible to carry out employee engagement activities for the centre every month ensuring minimum gap is there between agents and the management. • Coordinating with Manpower and Transport Vendors at location and processing their Bills after proper verification for clearance to RBPO commercial. Show less

• Worked as a sales executive (liabilities) for Bank of Punjab at Kolkata.• Job included marketing of liability products of the bank, which included mainly savings a/c, current a/c, fixed deposits and recurring deposits. These were done mainly, by meeting person to person and make them understand regarding the product and to develop an interest for the product amongst them.