Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Anirban Goswami

Pune

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Associate Director of Operations

Concentrix
Pune
08.2022 - Current
  • To manage a team of more than 100 people and responsible for consistent performance in the key KPIs
  • Responsible to process improvement projects
  • Responsible for scheduling efficiency as per capacity planning
  • Oversee hiring and training, complete ownership of nesting (OJT) and graduation
  • Responsible for WFM and Communications team for different LOBs
  • CLC (Convergys Leaders as Coaches) facilitator and responsible for CLC implementation and continuity at program level
  • KEY ACCOMPLISHMENTS -
  • Transitioned two different LOBs to Convergys Pune for one of the biggest Mobile Service provider of UK
  • Have been able to get additional volume for the same LOB because of consistent performance and valuable process improvement ideas to EE
  • Worked on two Six Sigma projects in the current LOB to improve customer experience
  • Transfer reduction within LOBs
  • NPS (Net Promoter score) improvement
  • Reduce AHT (In progress)
  • Have worked in 4 different LOBs in Pune and was able to move performance for all LOBs through strategy and execution basis real time challenges
  • Was awarded the Knight Manager in multiple quarters and best manager for 2014 (Annual)
  • CLC facilitator for Pune and completed CLC for entire site with three other facilitators
  • Helped other Geos (with same LOB) to improve performance quickly through weekly calls/VCs (Northern Ireland)
  • Drove operational direction, administrative and cost efficiency and coordination of security program initiatives on behalf of clients.
  • Secured [Number]% satisfaction rate for all client services offered.
  • Led business initiatives resulting in numerous multi-year contracts.
  • Met customer service standards and expectations consistently by effectively communicating and actively listening.
  • Raised profits by [Number]% within [Number] months through planning.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed daily operations of [Type] organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Managed [Number] team members across [Number] departments, resulting in approximate $[Number] increase in annual revenue.

Sr. Operations Manager

Concentrix
Pune
01.2020 - 07.2022
  • Responsible to manage a team of ~15 agents and deliver consistent performance according to program KPIs
  • Additionally, handled a Team of 10 MIS Analysts and two team leaders across two centers which dealt with providing client reports on daily/weekly & monthly basis and ensured data accuracy
  • Create presentations for weekly/monthly reviews
  • Responsible to manage Agent/TL level scorecards for two LOBs
  • Report billing data to Program management for monthly billing purpose
  • KEY ACCOMPLISHMENTS -
  • Successfully led & initiated the Convergys UK project wherein we worked out of Client site (Newcastle UK) for more than two months
  • Received Convergys Powered by people Award in 2007
  • Introduce new C-SAT analysis method which is considered to be the main Root Cause Analysis method for the program and introduced in different geos by Convergys and client

Operations Manager

Concentrix
Pune
07.2010 - 12.2019
  • Joined Spectramind as a Technical Support Associate and worked for a US technical program
  • Eventually joined the pilot team of CCOD to work on SL, Staffing & scheduling
  • Worked on staffing and scheduling for 2 different line of businesses
  • Grown as a Technical facilitator for the same program
  • Successful transition of the same process to Wipro BPO Pune
  • Outlier Management for more than 8 months

Team Leader/Sr Team Leader

Concentrix/Convergys
Gurgaon
02.2006 - 06.2010

Technical Suppport (L1/L2)

Wipro BPO/Spectramind
New Delhi
06.2001 - 02.2006
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Resolved problems, improved operations and provided exceptional service.

Software Developer

Soft -Sci
12.2000 - 05.2001
  • For almost 6 months and developed user application on Visual Basic & Oracle 8i

Education

Certificate course in Computing (CIC) from -

IGNOU

Post Graduate Diploma - Software Engineering

Aptech Computer Education
2000

Bachelor - Commerce

Delhi University
1999

Skills

  • Operations Management Transition Management Training & Development
  • Capacity planning
  • PROFILE –
  • Seasoned, savvy & result-oriented professional, having almost 15 years of experience in the entire spectrum of Operations Management, Transition, MIS and Training & Development, accomplishing service excellence consistently
  • In-depth knowledge of managing process verticals with strong background in implementing process improvements and quality initiatives for desired performance levels
  • Equipped with practical experience in data analysis, development and implementation of Strategic Business Plans and Policies, targeting maximum profitability/productivity within given SLAs-TAT
  • Thrive in a deadline intensive environment, multi-task, perform under pressure and meet deadlines Ability to use sound judgment & decision-making skills and effectively perform in a self-directed environment
  • Possess good communication and presentation skills Promotes team spirit and work collaboratively to achieve team goals
  • P&L Responsibility
  • Customer Service Standards
  • Continuous Quality Improvement (CQI)
  • Operational Leadership
  • Operational Efficiency
  • Operations Management
  • Customer Satisfaction
  • Business Operations
  • Employee Recognition

Websites

Certification

Advance Diploma in Software Engineering from Aptech


Certification in Computing from IGNOU

Languages

Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Bengali
Intermediate (B1)
Assamese
Advanced (C1)

Timeline

Associate Director of Operations

Concentrix
08.2022 - Current

Sr. Operations Manager

Concentrix
01.2020 - 07.2022

Operations Manager

Concentrix
07.2010 - 12.2019

Team Leader/Sr Team Leader

Concentrix/Convergys
02.2006 - 06.2010

Technical Suppport (L1/L2)

Wipro BPO/Spectramind
06.2001 - 02.2006

Software Developer

Soft -Sci
12.2000 - 05.2001

Certificate course in Computing (CIC) from -

IGNOU

Post Graduate Diploma - Software Engineering

Aptech Computer Education

Bachelor - Commerce

Delhi University

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Anirban Goswami