Sushanta Kumar Das Email & Phone Number

West Bengal, India

Kolkata, West Bengal, India

• Managing a Team span of 304 employees along with 24 TL’s & 4 AM’S. Taking care of day-to-day business operations• Responsible for organizational revenue and margin part. Perform quality controls and monitor production KPIs.• Doing daily & Weekly review with AM’s & TL’s.• Taking Initiative to deliver new idea factor, POA for Positive completion of shared Organization project Preparing • Conducting weekly and monthly RNR to motivate advisor and support staff • Responsible for Process hygiene & compliance• Responsible for meeting all KPI’s as per the contract• Involving in recruitment process for support staff and agents to ensure quality of hiring• Coordinating with all support functions like Quality, training, MIS & HR Team to run the business in a smooth way• maintain business relationships with client• Responsible and answerable for Process Margin• Analyzing operating costs (FTE calculation, FTE achievement)• Budget Management• Dialer Management (Dialer types, Pacing and Churn)• SLA Management

• Managing a Team span of 333 employees along with 12 TL’s & 2 AM. Taking care of day-to-day Business operations• Responsible for organizational revenue and margin part. Perform quality controls and monitor production KPIs.• Doing daily & Weekly review with AM’s & TL’s.• Taking Initiative to deliver new idea factor, POA for Positive completion of shared Organization project Preparing RAG analysis for process & based on that arranging skip level along with HR• Planning Roster for the process based on the client requirement• Conducting weekly and monthly RNR to motivate advisor and support staff o Responsible for Process hygiene & compliance• Responsible for meeting all Internal and External KPI’s as per the contract• Involving in recruitment process for support staff and agents to ensure quality of hiring• Coordinating with all support functions like Quality, training, MIS & HR Team to run the business in a smooth way• maintain business relationships with client• Responsible and answerable for Process Margin• Responsible for productivity• Dialer Management (Dialer types, Pacing and Churn)• SLA management• Responsible for R&P target

Kolkata, West Bengal, India

• Managing a Team span of 270 employees along with 10 TL’s. Taking care of day-to-day Businessoperations• Responsible for organizational revenue and margin part. Perform quality controls and monitor production KPIs.• Doing daily & Weekly review with TL’s.• Taking Initiative to deliver new idea factor, POA for Positive completion of shared Organization project PreparingRAGanalysis for process & based on that arranging skip level along with HR• Planning Roster for the process based on the client requirement• Conducting weekly and monthly RNR to motivate advisor and support staff o Responsible for Process hygiene &compliance• Responsible for meeting all Internal and External KPI’s as per the contract• Involving in recruitment process for support staff and agents to ensure quality of hiring• Coordinating with all support functions like Quality, training, MIS & HR Team to run the business in a smooth way• maintain business relationships with client

India

• Responsible for monthly Collection and churned target• Took initiative to increase the Collection by the help of seniors • Took initiative to organize canopies for channel partner for sales promotion and growth in filed activity• Looked after productivity and Manpower status of partner• Conducting Weekly review with agents to run the business smoothly• Conducting weekly and daily RNR to motivate advisor and support staff• I was looking after company revenue & ROI of channel Partner• Handled all escalation from channel partner with proper resolution• Dialer knowledge for ensuring better connectivity (Churn, Pacing)

India

• Handled a team span of 30 Employees• Responsible for ensuring team’s improvement in Qualitative & productive metrics• Responsible for SL, abandon, repeat, AHT and shrinkage of process for entire evening span• I used to prepare RCA of process in absence of Manager• I used to prepare RAG status of process• Interact with clients for any process related issues• Set goals for the team, Conduct performance reviews & provide regular feedbacks• Responsible for the implementation and adherence of all the internal processes• Maintained highest standard of quality and compliance o Took the supervisory calls of the process level• Arranged refresher training for Bottom performer related to Quality and C-sat improvement

India

• Handled a team span of 20 to 25 Customer Care Executives• I was participating in the forecasting and analyzing the staffing and manpower requirements.• Responsible for ensuring team’s improvement in Qualitative & productive metrics• Handled all client issues and interact with client for any product and process related issues• Set goals for the team, Conduct performance reviews & provide regular feedbacks• Responsible for the implementation and adherence of all the internal processes• Maintained highest standard of quality and compliance• Took the Supervisory Call escalations of the agents• Made the day end reports for the process

India