Surojeet Ghosh Email & Phone Number

New Delhi, Dl, In

Gurugram, Haryana, India

• Hands-on experience in managing large and complex service operations and service delivery in US Staffing• Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments• Interface across multiple business areas to coordinate operations’ activities• Lead root cause analysis activities from an operations perspective• Develop and monitor KPIs• Work closely with other departments/organizations and collaborates with team members for day-to-day operations and project work• Handle all areas of operations/delivery including incidents, problems & change management• Handle complex escalations and provide support to the US recruitment teams• Managing various technical issues within the SLA in Real-Time Operations• Deliver engaging, informative, well-organized presentations• Resolves and/or escalates issues in a timely fashion• Understands how to communicate difficult/sensitive information tactfully• Experience in leading a team of Recruiters, Leads and Account in a global environmentClient Management:• Managing the MSP with the pursuit of implementing initiatives, resolving problems, and improving performance which includes Incident Management, Problem Management, Request Fulfillment, Capacity Management, Change Management, Availability Management• Develop lasting relationships with client personnel that foster client ties.• Communicate effectively with clients to identify needs and evaluate alternative business solutions.• Good Knowledge of handling MSP and Direct Clients• Knowledge on budgeting• Experience in handling US/ Global Customer

Delhi/Ncr

Key Responsibilities:• Responsible for handling Client interaction and delivery• Responsible for achieving team target in a given time frame• Develop action plans and ensure to have good submittal to interviews to hire ratios for the team• To ensure recruitment Service Level Agreements (SLA’s) are met as mutually agreed with operations and other key stakeholders• Regular follow-ups with clients to ensure quick interviews, offers & closures• Assisting the team in understand the requirement in depth to ensure quality sourcing and recruiting• Revert/submit profiles with the quick turnaround time for timely submittals to meet sharp deadlines of submittals for each requisition. (Plan & execute the client deliverables)• Make use of effective resourcing strategies, such as headhunting, Internet sourcing, networking, employee referrals• Responsible for achieving a good conversion ratio of submittals into interviews and placement• Responsible for Strategy Development process which includes understanding client requirements & mapping the relevant targets• Regular Interaction/daily meetings with team and business unit heads to discuss requirements, determine focus, sourcing strategies, interview evaluations, offers, hires, future requirements and create a funnel of potential candidates proactively

Noida Area, India

Key Responsibilities:• Responsible for building relationship with MSP/VMS clients• Took care of sales and delivery for 2 clients alongside training• Handled team of interns, fresher & technical recruiters• Ensuring coverage, qualification and final submittal of resumes presented by the team • Developed and implemented comprehensive recruitment strategies• Trained recruiters on different job boards Monster, Dice, Career builder, Job Diva, Major strengths include strong problem-solving skills, effective communication and time management• Ensured that the adequate number of qualified candidates were submitted for all assigned client requirements in a timely manner • One of the superuser's for Bull-horn

Noida Area, India

Operations in Charge- US Staffing (2/2015-5/2015), Senior Technical Recruiter/Trainer (10/2013-1/2015)Key Deliverables:• In charge of day to day client and operational needs for US Staffing & Doctor Evidence (Medical Process Outsourcing)• Conduct New Hire Training and Process Training for both the divisions• On-time Induction Program for all the new joiners• New Hire Trainings and Campus Hire Trainings for both the divisions• Responsible for handling IT requirements from US based clients.• Responsible for full-cycle recruiting: interview, offer, negotiation and closed candidates for assigned requisitions.• Sourcing from Job Portals (Monster, Dice and Job Diva etc.) and Making job postings on the Job Portal.• Responsible to work on full time hire, C2H (Contract to Hire) and Contract positions.• Relationships building with US IT Staffing Vendors and successful placing their consultants • Developed and implemented comprehensive recruitment strategies, successfully attracting, screening, and presenting qualified candidates to hiring managers.• Successful track record in sourcing, identifying, attracting, securing, and closing the hard to find candidate under tight turnaround schedules.• Trained recruiters on different job boards Monster, Dice, Career builder, Job Diva, Major strengths include strong problem-solving skills, effective communication and time Management.• Team worker, quick learner and possess excellent interpersonal skills.• US Staffing process trainings• Soft skills trainings for the existing employees• VNA and accent neutralization training• Ensure timely Audits of calls for the new & existing staff members of the operations team • Develop relationships with US IT Staffing Vendors and successful placing their consultants directly and indirectly with US IT Giants

Noida Area, India

Key Deliverables:• Managed the client service operations, which deals directly with clients and is the first point of contact• Developed and implements processes and procedures to improve operational efficiency• Responsible for handling IT requirements from US-based clients.• Responsible for full-cycle recruiting: interview, offer, negotiation, and closed candidates for assigned requisitions.• Sourced from Job Portals (Monster, Dice and Job Diva, etc.) and made job postings on the Job Portal.• Responsible to work on full-time hire, C2H (Contract to Hire), and Contract positions.• Relationships building with US IT Staffing Vendors and successful placing their consultants • Successful track record in sourcing, identifying, attracting, securing, and closing hard-to-find candidates under tight turnaround schedules.• Team worker, quick learner and possess excellent interpersonal skills.• Develops, tracks and reports key performance measurements for the unit• Complete end-to-end training needs for both in-house and client sites through TNA & TNI• Help sales team up-sell or cross-sell services and products

Gurgaon, India

Key Deliverables: Managed a team of customer support representative, weekly and monthly reporting as well as set up KRA Groomed the team members in achieving their goals, develop training modules and handle knowledge transition and analysis of reports Prepared TNA, TNI to plan training for new hire and refresher sessions for existing employees and develop template according to ISO standards Conducted process refresher training Developed, created and documented training manual and keep on updating as and when required for incoming new hires Act as a SETU representative to understand and organize the required trainings and handle quality audits for the process Ensure that all the quality SLAs are adhered Responsible for monitoring calls and data entry and providing structured feedback; prepare standard templates for BPO and in ISO Certifications. Responsible for identifying and supporting Six Sigma projects as well as supporting operational Team in operational work such as stabilize the process, leave management, report analysis, etc. Prepared weekly and monthly operational dashboard and interact with clients to share daily and weekly operational work trend.