Adi Saswata
Assistant Manager (Operations - Customer Service)
Kolkata,West Bengal
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
17
17
years of professional experience
Work History
Assistant Manager - Operations
CRM Services India Pvt. Ltd.
Jaipur, Rajasthan
2 2023 - 12.2023
- Performed employee and team evaluations to identify opportunities for growth
- People Management, including all HR-related issues, as well as staff development
- Operational Management: Managing the floor, adherence to schedule
- Call monitoring, coaching, and feedback, responsibility for delivery of the Defined customer experience
- Preparing WBR, MBR to analyze the current trajectory of the business
- Asset Management for WAHA employees and helping the Talent Acquisition team in the hiring process
- Offers solutions and suggestions to the management for process and product improvement
- Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business
- Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions, and terminations.
Assistant Contact Centre Manager - Operations
CRM Services India Pvt. Ltd.
05.2021 - 01.2022
- Performed employee and team evaluations to identify opportunities for growth
- People Management, including all HR-related issues, as well as staff development
- Operational Management: Managing the floor, adherence to schedule
- Call monitoring, coaching, and feedback, responsibility for delivery of the Defined customer experience
- Preparing WBR, MBR to analyze the current trajectory of the business
- Asset Management for WAHA employees and helping the Talent Acquisition team in the hiring process
- Offers solutions and suggestions to the management for process and product improvement
- Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business
- Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions, and terminations.
Team Leader - Operations
MGW Services Pvt. Ltd.
03.2017 - 07.2020
- People Management, including all HR-related issues, as well as staff development
- Operational Management: Managing floor, adherence to schedule
- Call monitoring, coaching, and feedback, responsibility for delivery of defined customer experience in every call
- Training and development of staff
- Motivation, leadership for team of 40, and developing future leaders
- Recommendations for product and process development based on customer feedback and analysis of same
- Conducting performance appraisals for team
- Contribute to initial hiring and selecting process of front line
- Compiling reports on team's performance and customer feedback
- Communication and being focal point of dissemination of information from management to team and vies versa
- Work very closely with team members to solve customer problems
- Also needs to understand agent's problems and weaknesses and address these
- Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of business.
Team Leader - Operations
Zodiac BPO Services Pvt. Ltd.
07.2007 - 06.2013
- Managing the floor, adherence to schedule
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call
- Motivation, leadership for a team of 20 and developing future leaders
- Recommendations for product and process development based on customer feedback and analysis of the same
- Conducting performance appraisals for the team
- Contribute to the initial hiring and selecting process of the front line
- Compiling reports on team's performance and customer feedback
- Work very closely with team members to solve customer problems
- Also needs to understand agent's problems and weaknesses and address these
- Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business.
Customer Care Executive
EXL Service.com (I) Pvt. Ltd.
08.2006 - 06.2007
- Answering inbound calls from customers and resolving their queries within the stipulated time
- Working with customers to identify computer problems and advising on the solution
- Logging and keeping records of customer query
- Diagnosing hardware/software faults and solving non-technical problems over the phone
- In the event the issue cannot be resolved, escalate the call to the next tier of support or arrange dates, times & access arrangements for a service call.
Education
Bachelor of Commerce - Accounting And Business Management
Barrackpore Rastraguru Surrendranath College
Kolkata, West Bengal08.2005
AISSCE: Commerce - undefined
Kendriya Vidyalaya No. 2 - Ishapore
Kolkata, West BengalAISCE - undefined
Kendriya Vidyalaya No. 1 – Ishapore
Kolkata, West BengalSkills
Leadership
Time management
Employee Evaluation
Employee Supervision
Operations Management
Conflict Management
Communication skills
Customer service
Microsoft Office
Team Leadership
Performance Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementHealthcare benefitsPaid time offFlexible work hoursCompany CultureWork-life balancePersonal development programsTeam Building / Company RetreatsPaid sick leaveWork from home optionLanguages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Quote
All progress takes place outside the comfort zone.
Michael John Bobak
Timeline
Assistant Contact Centre Manager - Operations
CRM Services India Pvt. Ltd.
05.2021 - 01.2022
Team Leader - Operations
MGW Services Pvt. Ltd.
03.2017 - 07.2020
Team Leader - Operations
Zodiac BPO Services Pvt. Ltd.
07.2007 - 06.2013
Customer Care Executive
EXL Service.com (I) Pvt. Ltd.
08.2006 - 06.2007
Bachelor of Commerce - Accounting And Business Management
Barrackpore Rastraguru Surrendranath College
AISSCE: Commerce - undefined
Kendriya Vidyalaya No. 2 - Ishapore
AISCE - undefined
Kendriya Vidyalaya No. 1 – Ishapore
Assistant Manager - Operations
CRM Services India Pvt. Ltd.
2 2023 - 12.2023