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Assistant Manager - Operations with nearly 12 years of experience in Call Center / BPO / ITES industry

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Abhijit Gupta
Abhijit Gupta

Assistant Manager - Operations with 12 years of experience in Evaluating Center performance and ensuring that goals are being met or revised, Monitoring productivity of customer service representatives and generates reports, Determining work procedures, prepares work schedules, and expedites workflow. Identify skill and knowledge gaps, managing and execution of training needs.

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Key Skills Operations Management Training & Development P&L Accountability Data Analysis and Analytic Forecasting & Scheduling Performance Management and Appraisal Sales - Inbound & Outbound Team Building & Leadership Action Planning & Execution Red – Zone Intervention Profile Summary A result-oriented professional with rich experience in Contact Center operations with expertise in managing clients and businesses in domains like team leading, technical support, sales and customer service Managed span size of 150 – 200 employees comprising of Associates, Team Leaders and Trainers; developed employee objectives and set expectations Skilled in monitoring knowledge cell module development & materials development; monitored the daily performance reports and provide daily, weekly and monthly coaching to employees Experienced in creating business reviews and presenting it to the client in monthly and quarterly meetings Experience in conducting performance reviews and appraisals; Managed monthly absenteeism / shrinkage and attrition within SLA threshold Experience in conducting meetings for evaluating training needs and streamlining processes to ensure smooth functioning of operations Expert in conceptualizing & developing training & development initiatives for improved productivity, building capability and quality enhancement. Proficient in undertaking validation & development of courses and training material and in training evaluation and assessing effectiveness Interested in taking campaign and site level responsibility, analyzing task and growing up the hierarchy Career Timeline Infinite Computer Solutions India Ltd., Bangalore e4e Business Solutions, Bangalore Apr’04-Apr’10 May’10-Jan’11 Aug’11 SITEL Operating Corporation India Ltd., Bangalore Jan’11-Dec’15 ABHIJIT GUPTA Assistant Manager - Operations with nearly 12 years of experience Targeting senior level assignments in Operations Management and Training & Development abhijgup@gmail.com / abhijgup@outlook.com 9886692741 / 8884755006
IT Skills Operating Systems Windows – 98SE, 2000, XP, Vista, 7, 8 and 10 Apple MAC – 10.0, 10.1, 10.2, 10.3, 10.4 & 10.5 Microsoft Office Suite–Office XP, 2003, 2007, 2010 & 2013 Advanced Formatting in Word 2003/2007/2010/2013 Basic Access 2003/2007/2010/3013 Tables Basic Features of Excel 2003/2007/2010/2013 Customizing PowerPoint 2003/2007/2010/2013 Presentations Excel 2003/2007/2010/2013 Chart and Multimedia Features Excel 2003/2007/2010/2013 Basic Formulas and Functions Formatting Data in Excel 2003/2007/2010/2013 Using Tables, Charts, and Graphics in Word 2003/2007/2010/2013 Working with Tables and Media Features in Word 2003/2007/2010/2013 Work Experience Jan’11-Dec’15 Infinite Computer Solutions India Ltd., Bangalore Growth Path: Jan’11-Oct’11 Team Leader - Operations Nov’11-Dec’15 Assistant Manager - Operations Key result Areas: As Assistant Manager - Operations Framing work direction & plan for associates after assessment of their capabilities; preparing and presenting various weekly / monthly MIS reports pertaining to process / productivity Mapping customer’s needs, identifying improvement areas & implementing measures to maximize customer satisfaction levels; assisting the customers Developing effective induction program. Improve, manage and maintain important KPIs (CSAT, AHT, FCR, RPC and Sales Conversion) Evaluating Center performance and ensuring that goals are being met or revised; planning center incentive packages, contests, reporting (MIS); monitoring productivity of customer service representatives and generates reports Identifying training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies Leading, training & monitoring the team to ensure efficiency in business operations and meeting of individual & group targets Coaching and training of supervisors to ensure that they are properly managing their areas; providing them the necessary tools to do their job Planning, implementation and evaluation of professional soft skill development programs for employees as per evolving needs of the business. Conducting process training, process knowledge tests and training to bridge the process gaps and updating of new process requirements, identify the learning gaps of associates and plan training to address same Managing the subordinates and providing overall direction, coordinating, planning, assigning and directing work Leading and managing Bangalore Training Team to ensure the achievement of objectives and managing provision of Bangalore training operation and expanding training program; developing effective induction program As Team Leader - Operations Transition Technicians from Training to Production; supervised 15 – 20 inbound Technical Support Representative (TSR); ensured ≤10% planned and unplanned absenteeism monthly; Monitored the daily performance reports and provide daily, weekly, and monthly coaching to associates and Sr. associates on KPIs; ensured ≤5% attrition monthly Developed agent objectives and setting expectations; monitored call center agent performance Trained agents on a regular basis and developing customer service skills; rated agent performance in a summary fashion; checked process sanity Monitored Performance of New Hires and create action plans for improvement; Developed agent objectives and set expectations
Significant Accomplishments: Acted as a part of the team to establish SKEP processes, controls & systems to ensure operational excellence and reduce non – performance risk by 60% Attributed systems expertise for each team member across Network applications and built a supporting training series to address knowledge gaps Organized programs such as New Hire Intervention Plan (OCP) to build competencies of teams / members Dealt with Phoenix training programmes for the employees and organized Refresher/Upskill and Cross Skill Training Program on Operational KPIs for employees’ development May’10-Jan’11 e4e Business Solutions, Bangalore as Team Leader - Operations Key result Areas: Supervised 15-20 inbound Technical Support Representative (TSR); ensured ≤8% Planned and Unplanned absenteeism daily; monitored the daily performance reports and provide daily, weekly and monthly coaching to TSR Ensured ≤5% attrition monthly; developed agent objectives and setting expectations Previous Experience Apr’04-Apr’10 SITEL Operating Corporation India Ltd., Bangalore Growth Path: Apr’04-Mar’05 Technical Support Representative Apr’05-Aug’06 Subject Matter Expert Sep’06-Apr’10 Team Coach – Operations Education Methodist High School, ICSE (Class X) in 1999 Methodist High School, ISC (Class XII) in 2001 B.Sc. Computer Science, Bangalore University in 2004 Personal Details Date of Birth: 21st September 1982 Languages Known: English, Hindi & Bengali Address: Flat No. 312, Sankalpa Building, T.N. Mukherjee Road, South Subhas Pally, Dankuni, Hooghly – 712311, West Bengal

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Assistant Manager - Operations with nearly 12 years of experience in Call Center / BPO / ITES industry

  • 1. Key Skills Operations Management Training & Development P&L Accountability Data Analysis and Analytic Forecasting & Scheduling Performance Management and Appraisal Sales - Inbound & Outbound Team Building & Leadership Action Planning & Execution Red – Zone Intervention Profile Summary A result-oriented professional with rich experience in Contact Center operations with expertise in managing clients and businesses in domains like team leading, technical support, sales and customer service Managed span size of 150 – 200 employees comprising of Associates, Team Leaders and Trainers; developed employee objectives and set expectations Skilled in monitoring knowledge cell module development & materials development; monitored the daily performance reports and provide daily, weekly and monthly coaching to employees Experienced in creating business reviews and presenting it to the client in monthly and quarterly meetings Experience in conducting performance reviews and appraisals; Managed monthly absenteeism / shrinkage and attrition within SLA threshold Experience in conducting meetings for evaluating training needs and streamlining processes to ensure smooth functioning of operations Expert in conceptualizing & developing training & development initiatives for improved productivity, building capability and quality enhancement. Proficient in undertaking validation & development of courses and training material and in training evaluation and assessing effectiveness Interested in taking campaign and site level responsibility, analyzing task and growing up the hierarchy Career Timeline Infinite Computer Solutions India Ltd., Bangalore e4e Business Solutions, Bangalore Apr’04-Apr’10 May’10-Jan’11 Aug’11 SITEL Operating Corporation India Ltd., Bangalore Jan’11-Dec’15 ABHIJIT GUPTA Assistant Manager - Operations with nearly 12 years of experience Targeting senior level assignments in Operations Management and Training & Development abhijgup@gmail.com / abhijgup@outlook.com 9886692741 / 8884755006
  • 2. IT Skills Operating Systems Windows – 98SE, 2000, XP, Vista, 7, 8 and 10 Apple MAC – 10.0, 10.1, 10.2, 10.3, 10.4 & 10.5 Microsoft Office Suite–Office XP, 2003, 2007, 2010 & 2013 Advanced Formatting in Word 2003/2007/2010/2013 Basic Access 2003/2007/2010/3013 Tables Basic Features of Excel 2003/2007/2010/2013 Customizing PowerPoint 2003/2007/2010/2013 Presentations Excel 2003/2007/2010/2013 Chart and Multimedia Features Excel 2003/2007/2010/2013 Basic Formulas and Functions Formatting Data in Excel 2003/2007/2010/2013 Using Tables, Charts, and Graphics in Word 2003/2007/2010/2013 Working with Tables and Media Features in Word 2003/2007/2010/2013 Work Experience Jan’11-Dec’15 Infinite Computer Solutions India Ltd., Bangalore Growth Path: Jan’11-Oct’11 Team Leader - Operations Nov’11-Dec’15 Assistant Manager - Operations Key result Areas: As Assistant Manager - Operations Framing work direction & plan for associates after assessment of their capabilities; preparing and presenting various weekly / monthly MIS reports pertaining to process / productivity Mapping customer’s needs, identifying improvement areas & implementing measures to maximize customer satisfaction levels; assisting the customers Developing effective induction program. Improve, manage and maintain important KPIs (CSAT, AHT, FCR, RPC and Sales Conversion) Evaluating Center performance and ensuring that goals are being met or revised; planning center incentive packages, contests, reporting (MIS); monitoring productivity of customer service representatives and generates reports Identifying training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies Leading, training & monitoring the team to ensure efficiency in business operations and meeting of individual & group targets Coaching and training of supervisors to ensure that they are properly managing their areas; providing them the necessary tools to do their job Planning, implementation and evaluation of professional soft skill development programs for employees as per evolving needs of the business. Conducting process training, process knowledge tests and training to bridge the process gaps and updating of new process requirements, identify the learning gaps of associates and plan training to address same Managing the subordinates and providing overall direction, coordinating, planning, assigning and directing work Leading and managing Bangalore Training Team to ensure the achievement of objectives and managing provision of Bangalore training operation and expanding training program; developing effective induction program As Team Leader - Operations Transition Technicians from Training to Production; supervised 15 – 20 inbound Technical Support Representative (TSR); ensured ≤10% planned and unplanned absenteeism monthly; Monitored the daily performance reports and provide daily, weekly, and monthly coaching to associates and Sr. associates on KPIs; ensured ≤5% attrition monthly Developed agent objectives and setting expectations; monitored call center agent performance Trained agents on a regular basis and developing customer service skills; rated agent performance in a summary fashion; checked process sanity Monitored Performance of New Hires and create action plans for improvement; Developed agent objectives and set expectations
  • 3. Significant Accomplishments: Acted as a part of the team to establish SKEP processes, controls & systems to ensure operational excellence and reduce non – performance risk by 60% Attributed systems expertise for each team member across Network applications and built a supporting training series to address knowledge gaps Organized programs such as New Hire Intervention Plan (OCP) to build competencies of teams / members Dealt with Phoenix training programmes for the employees and organized Refresher/Upskill and Cross Skill Training Program on Operational KPIs for employees’ development May’10-Jan’11 e4e Business Solutions, Bangalore as Team Leader - Operations Key result Areas: Supervised 15-20 inbound Technical Support Representative (TSR); ensured ≤8% Planned and Unplanned absenteeism daily; monitored the daily performance reports and provide daily, weekly and monthly coaching to TSR Ensured ≤5% attrition monthly; developed agent objectives and setting expectations Previous Experience Apr’04-Apr’10 SITEL Operating Corporation India Ltd., Bangalore Growth Path: Apr’04-Mar’05 Technical Support Representative Apr’05-Aug’06 Subject Matter Expert Sep’06-Apr’10 Team Coach – Operations Education Methodist High School, ICSE (Class X) in 1999 Methodist High School, ISC (Class XII) in 2001 B.Sc. Computer Science, Bangalore University in 2004 Personal Details Date of Birth: 21st September 1982 Languages Known: English, Hindi & Bengali Address: Flat No. 312, Sankalpa Building, T.N. Mukherjee Road, South Subhas Pally, Dankuni, Hooghly – 712311, West Bengal