Sunit Sengupta Email & Phone Number

India

Gurgaon, Haryana, India

Gurgaon, India

Gurgaon, India

Managing a process of 80 heads, with 5 Team Leaders (Apria).Managing process improvement.Reviewing TL Weekly performance on targets, changing strategy basis pervious performanceKeeping Daily and hourly check on input matricesMeets and Skips with agents to control attritions and manage their expectationsKeep the team updates on organisational achievement and their contribution towards itCareer pathing for the TLs via performance and extra initiatiativesManaging process attrition, shrinkages and headcount requirement.Leading client interaction through Weekly Client escalations reduction call, emails and personal levels.Interaction with support functions (Recruitment, Training, Human Resources, Quality, Transport and administrations) for better function of process and required results.Presenting monthly reviews to stake holders and preparing development plan for ICU matrices.Delegating work to the team members, allocating targets on productivity, quality and sales, monitoring team performance through timely reviews, thereby, ensuring SLAs are achievedSetting performance parameters/ deadlines, delegating work, checking delivery standards and giving feedbacksStrategic planning to accomplish requisite revenue targetsDesigning & implementing systems, processes for smooth functioning of operations & enhancing operational efficiencyEffective and optimum utilization of the available resources and manpower to ensure excellence in service deliveryEnsuring highest standard of customer satisfaction and quality service via consistent interaction with clients in the US regarding the performance and escalations of the portfolio.Joined SERCO as TL and was promoted to Acting Team Manager in 2014.

Gurgaon, India

Responsible to handle two diversified team of agents and verifiers in Sales for an Australian Account.Day to day job Team management, performance and productivity reporting and coaching and developmental plan for them.Ensuring targets were met and the inventory was created for future daysSpoc for daily contests for the entire floor

Worked as Process Trainer for Sales Finance: Up skill new hires for production – help them come up the learning curve by observing & monitoring their performance regularly. Make sure that the mistakes are not repeated. Coaching & Counselling on discipline, punctuality & behaviour as & when required.Had handled team of Part Time Trainers who were responsible for call monitoring and feedback to the team aligned to them to identify their opportunity areas and improve on the same.I was responsible to prepare and update Process SOP’s and co-ordinate refreshers and frequent training sessions for possible improvements across the process.Part of Compliance team to conduct compliance contest like spot quiz and compliance Process knowledge Test.New ID creation for the process –I use to handle END to END process of ID creations and UAT for the New hires at the portfolio level.Responsible for taking training batches with average strength of 25 new hires on – Awareness on American Culture, History & Geography of USA, Collections Overview, Name Pronunciation, State Abbreviations, Introduction to Credit Cards, Free Speech Sessions

Bachelor Of Commerce (B.Com.), Commerce

Education record