Oct 2021 – Sep 2023 · 1 yr 11 mos · Ranchi, Jharkhand, India

Jun 2016 – May 2017 · 11 mos · Kolkata, West Bengal, India

• Joined as an Assistant Manager Operations in Jio Process and performed below job responsibilities.
• o Meeting client’s goals maintaining quality/ICE day to day basis.
• o Real time monitoring of their breaks and managing SL.
• o Roster planning for them as per forecast calls so that SM should not hampered.
• o Effectively involved in UAT testing at the time of Process Movement, thus helping in Smooth Transition
• o Responsible for update decimation
• o Managing their payrolls.
• o Preparing TNI & corresponding action plans for BQ agents

May 2017 – Sep 2021 · 4 yrs 4 mos · Bhopal, Madhya Pradesh, India

May 2014 – Jun 2016 · 2 yrs 1 mo · Kolkata

• Responsibilities
• Maintain attendance record & Payroll for the entire shift.
• Managing Service level of Process along with quality & ICE Scores.
• Preparing Roster for the process basis on call Forecasting shared by Client.
• Complying Weekly and Monthly reports like Process quality scores, C-Sat scores, Improvement Plan and Dashboard data.
• Manage customer expectations - Set up a communication rhythm with the clients, send reports according to the agreed method and communicate necessary information.
• Actively involved in bringing around “Quality Culture” in the organization.
• Interacting with the client on all process changes and the implementation of the same.

Oct 2008 – May 2014 · 5 yrs 7 mos · Kolkata & Siliguri

• Joined Firstsource as an Associate in October 2008 and Post that promoted as a Team Executive in 2011 in Kolkata. After that Transferred to Siliguri and Promoted as Process Leader in Siliguri.
• Responsibilities
• Maintain attendance record for the entire shift.
• Timely delivery (coordinating with onsite/ off-site team depending on the need) of the process and complete customer satisfaction
• Doing follow up audits to ensure non compliances reported are closed and effective Actions Taken
• Complying Weekly and Monthly reports like Process quality scores, C-Sat scores, Improvement Plan and Dashboard data.
• Manage and motivate a team of Associates to ensure high performance levels.
• Manage customer expectations - Set up a communication rhythm with the clients, send reports according to the agreed method and communicate necessary information.
• Actively involved in bringing around “Quality Culture” in the organization.
• Interacting with the client on all process changes and the implementation of the same,