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PI	DEVTANU CHAKRABORTY
PI	Mobile: 09272088430
PI	E-Mail: devtanuchakraborty@gmail.com
Obj	Seeking managerial assignments in Operations Management in a dynamic environment that focuses on building relationships with clients and promotes customer satisfaction while achieving organizational and personal goals.
Sum	PROFILE SNAPSHOT
Sum	Over 13 years of experience in Operations & Team Management, Sales & Retention, Revenue Generation & MIS in BPO sector both International and Domestic.
Sum	Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence
Sum	Adept at providing value added customer service, ensuring quality and service norms by mentoring / guiding the team members with excellent training and development
Sum	Excellent interpersonal, communication and organizational skills with proven abilities in leadership skills, team management and customer relationship management
Skill	CORE COMPETENCIES
Skill	Operations / Process Management
Skill	Sales & Retention Management
Skill	Training & Mentoring
Skill	Revenue Generation
Skill	MIS Reporting
Skill	Team Management
Exp	ORGANISATIONAL EXPERIENCE
Exp	Oct’18 – Till Date with Aegis Customer Support Services PVT LTD.
Exp	Manager Operations – Pay-tm Market Place
Exp	Operations Management
Exp	To manage 250 FTE along with 3 Assistant Managers , 14 team leaders to ensure that projects are managed efficiently and effectively as per service level agreement
Exp	Manage Business KPI’s to ensure no impact on PNL for the process.
Exp	Prepare and conduct weekly and monthly review with client
Exp	Formulating & implementing procedures for daily operations and internal reporting systems for monitoring quality.
Exp	Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency.
Exp	Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process & procedure changes.
Exp	Preparing weekly/ monthly and quarterly reports and maintain employee performance database tracker with a view to monitor efficiency of employees.
Exp	Process Management
Exp	Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client.
Exp	Administrating process improvement initiatives through system changes, process re-alignment/ redefining & efficiency management.
Exp	Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Exp	Creating & implementing workflows to facilitate structured support in all areas and issues.
Exp	Maintaining coordination with Infrastructure & IT Dept. for the floor issues, monitoring Operations Monitor System and analysing various reports viz. process dashboards reports.
Exp	Transitioned new hires from training to the Floor and helped them demonstrate excellent performance.
Exp	People Management
Exp	Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
Exp	Driving team towards a customer- centric delivery of services, team management and up gradation/training etc.
Exp	Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis as well as conducting appraisal and one-to-one interviews.
Exp	Determining training needs of employees through competency mapping and arranging suitable training program to enhance their skills.
Exp	Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development.
Exp	Appropriately using Rewards & Recognition to energize and team members. Leave planning, Managing Compensatory Offs, Unscheduled Leave Initiating Disciplinary procedure in conjunction with HR and Reporting manager.
Exp	Monitoring, identifying and resolving performance/behaviour/attendance issues using performance management techniques.
Exp	Ensuring a high-quality customer experience, analysing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes.
Exp	Monitoring agent calls, analysing performance and providing valuable feedback as well as charting out plans for improvement in quality and service standards.
Exp	Sep’15 – Sep’18 with Hinduja Global Solutions
Exp	Assistant Operations Manager – IDEA Cellular
Exp	Key Responsibilities:-
Exp	To manage a group of 150 FTE along with 11 Team Leaders and 11 subject matter experts to ensure KPI’s are managed as per service level agreement.
Exp	Manage Business KPI’s to ensure no impact on PNL for the process.
Exp	Prepare and conduct weekly and monthly review with client and circle teams.
Exp	Hiring of Team Leader and support staff as operation panel.
Exp	Managing value adds for the process in terms of new prospect generation and upselling revenue generation.
Exp	Planning of Roster basis forecast and manpower available.
Exp	Performance appraisal for all Post-paid LOB support staff.
Exp	Managing Monthly, Quarterly and Yearly Advisor performance management as per HR and Quality grids.
Exp	Feedback to Direct Reportees on Weekly and monthly basis regarding their performance and behaviour.
Exp	Focusing on Bottom Quartile for different metrics and providing effective training and feedback to help them in meeting Client targets.
Exp	Generate sales revenue equal to the total business billing
Exp	Worked on saving cost to company on transport where in different steps were taken to save impact on PNL
Exp	Planning of urgent OT requirement with WFM on client’s and process requirement.
Exp	Jun’14 – Aug’15 with Mphasis Ltd.
Exp	Unit Manager – Customer Service IDEA Cellular
Exp	Lead a team of 25 individuals for servicing Platinum Segment Customers.
Exp	Maintaining Various Client KPI’s and KRA’s month on month.
Exp	Mentoring team members on areas of opportunities to assist them in meeting their performance goals.
Exp	Maintaining Leave Planner for controlling absenteeism.
Exp	Generate sales revenue equal to the total business billing
Exp	Taking care of the skill set Roster (Leave quota alignment) with CWFM Team.
Exp	To manage daily and monthly Service level’s
Exp	Prepare glide path and action plan to achieve operational KPI’s
Exp	Lead weekly client calls with circle Spocs.
Exp	Prepare and present Weekly internal and Monthly external reviews.
Exp	Jan’13 – April’ 14 with Tech Mahindra Business Services Limited, Pune
Exp	Team Leader – Retentions
Exp	Lead a Team of 20 consultants to retain customers for 3G Mobile Phone Network in UK.
Exp	Maintained upgrade to inbound calls and Net Promoter Score month on month.
Exp	Performing day to day Detractor Analysis based on scores received.
Exp	Mentoring team members on areas of opportunities to assist them in meeting their performance goals.
Exp	Ensuring consistent performance on all Critical Performance Matrices (CPM’s)
Exp	Sharing data and action plans accordingly with every single individual at the end of every week.
Exp	Sending across data for unbudgeted shrinkage, login hrs, AHT to the TOM Group.
Exp	Maintaining Leave Planner for controlling absenteeism.
Exp	Have also worked with the Fraud ops team.
Exp	Jan’06 – Sep’12 with Wipro-BPO Solutions Limited, New Delhi
Exp	Growth Path:
Exp	Associate – Member Saves and Retention:
Exp	Jan’06 – Dec’07 Quality Analyst AOL UK MSR:
Exp	Jan’08 – Aug’08 Compliance Auditor – AOL UK MSR AND MST:
Exp	Sep’08 – Dec’08 Team Leader - HP (Operations):
Exp	Jan’09 – Aug’11 Group Leader - HP (Operations):
Exp	Sep’11- Sep’12 As Group Leader - HP (Operations):
Exp	Responsible for revenue generation for the site
Exp	Heading a team of 25 Consultants as an additional responsibility in HP
Exp	Looking after Site Level MIS reports such as Loyalty incentive, Sales incentive, Stacks, QPLC
Exp	Ensuring consistent performance on all critical Performance Measures (CPM’s) as well as processing of invoices as per turn-around-time (TAT)
Exp	Responsible for maintaining the RPC (revenue per call) scores week on week for the site
Exp	Facilitating:
Exp	Sales mix to achieve the revenue figure (Desktops, Laptops, Printers, Accessories, and Warranties)
Exp	R6 (Reconditioned units and Warranties) sales as well as HHO (New Hardwares) with daily and weekly contests
Exp	Acting as:

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