Anirban Goswami
Delivery Leader @ Concentrix
Pune,MH
Summary
Results-driven professional with extensive experience in leadership and strategic oversight. Adept at driving organizational success through effective team collaboration and dynamic problem-solving. Recognized for adaptability and keen focus on achieving objectives.
Professional with background in leadership and operational excellence, ready to drive strategic initiatives and streamline processes. Known for fostering team collaboration and delivering consistent results, adapting effectively to evolving demands. Expertise spans project management, strategic planning, and stakeholder communication. Possesses strong problem-solving abilities and proactive mindset, ensuring organizational goals are met efficiently and effectively.
Overview
24
24
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Associate Director
Concentrix
08.2022 - Current
- Leading a tech support team of over 1,000 FTEs, providing global support for one of the largest computer manufacturers (desktops, laptops, and servers) through voice, chat, email, and social media channels.
- Accountable for consistent KPI delivery across approximately 20 different lines of business, with a focus on revenue and gross margin (GM).
- Driving revenue and gross margin growth through strategic initiatives.
- Ensuring service delivery meets SLAs by coordinating efforts between delivery teams and internal clients.
- Presenting quarterly client reviews to highlight delivery performance and actionable insights.
- Spearheading innovation and automation initiatives to enhance efficiency and quality.
- Currently managing a technical support program comprising 1000+ FTEs across multiple geographies and communication channels (B2B & B2C).
- Successfully managed customer service for one of the largest telecom service providers in the UK.
Sr. Operations Manager
Concentrix
01.2020 - 07.2022
- Led the growth of the overall account from 350 FTEs to over 800 FTEs within 2020-21, effectively navigating COVID-19 and work-from-home challenges.
- Successfully transitioned multiple new lines of business within the same program, consistently exceeding client expectations on delivery and performance within agreed timelines.
- Served as the second-level escalation point of contact for multiple clients, ensuring swift and effective resolution of complex issues.
- Provided regular guidance on governance, helping overseas teams within Concentrix to set up and optimize their operations.
Manager Operations
Concentrix/Convergys
07.2010 - 12.2019
- Transitioned and managed multiple lines of business at Convergys Pune (2016-2019), achieving a 10x increase in headcount and revenue growth.
- Established Workforce Management (WFM), Quality, and Reporting frameworks for the same business while overseeing operations.
- Streamlined internal processes for overseas teams to meet client KPIs through on-site management and guidance.
- Led the transition and management of various lines of business for one of the largest UK telecom accounts (2012-2016).
- Implemented multiple operational projects to enhance processes, including NPS, C-SAT, transfers, and escalations.
Team Leader/Sr Team Leader
Convergys
02.2006 - 06.2010
- Led an operations team of 35-40 FTEs, ensuring efficient and effective performance.
- Headed the MIS team for an entire program with a headcount exceeding 1,500.
- Successfully led the Convergys UK project, working on-site at the client's location in Newcastle, UK, for over two months.
- Introduced innovative data analysis methods to enhance program performance using available reports.
Technical Support Associate
Wipro BPO/Spectramind
06.2001 - 01.2006
- Started as a Technical Support Associate for a US technical program, and advanced to L2 Technical Support.
- Managed staffing, scheduling, and seat utilization as the Workforce Management (WFM) point of contact.
- Played a key role in achieving COPC certification for the program through close collaboration and dedication.
Education
B. Com -
University of Delhi
06.1999
Skills
Strategic financial leadership
Effective staffing strategies
Business process optimization
Governance management
Efficiency in process automation
Strategic decision-making
Risk mitigation strategies
Facilitating performance assessments
Guiding professional development
Certification
Advance Diploma in Software Engineering, APTECH Computer Education
References
References available upon request
Interests
Travel & Food, Adventure Sports, Tennis, Music
Timeline
Associate Director
Concentrix
08.2022 - Current
Sr. Operations Manager
Concentrix
01.2020 - 07.2022
Manager Operations
Concentrix/Convergys
07.2010 - 12.2019
Team Leader/Sr Team Leader
Convergys
02.2006 - 06.2010
Technical Support Associate
Wipro BPO/Spectramind
06.2001 - 01.2006
B. Com -
University of Delhi