ANUPAM CHAKRABARTY
Kolkata
Summary
Management responsibility with an organization that would provide me an opportunity to learn and enhance my empirical skills and team-building attitude helping both the organization and myself.
Overview
3
3
Languages
15
15
years of professional experience
Work History
Deputy Manager – Operations
Computer Age Management Services (CAMS)
10.2024 - Current
- Team Management and Supervision:
- Lead and supervise a team of customer service representatives or call center agents who handle investor inquiries, concerns, and requests.
- Train, mentor, and develop team members to improve their product knowledge, communication skills, and customer service abilities.
- Ensure that agents follow best practices and adhere to internal standards for service quality and compliance.
- Oversee the resolution of complex or escalated customer queries regarding mutual fund investments
- Provide guidance and assistance for queries related to fund performance, investment strategies, account setup, KYC (Know Your Customer) processes, and other service-related matters.
- Monitor and manage the daily operations of the contact center, ensuring smooth workflows, optimized processes, and adherence to service level agreements (SLAs).
- Track and report on performance metrics, such as customer satisfaction (CSAT), first call resolution (FCR), response times, and other key performance indicators (KPIs).
- Audit calls and interactions to ensure adherence to quality and compliance standards.
- Identify areas for process improvement to enhance customer satisfaction and operational efficiency, and work with other departments (like IT, marketing, operations) to implement improvements.
- Collaborate with other departments such as sales, operations, and fund management to ensure a seamless customer experience and resolution of issues.
- Work to build strong relationships with customers by providing them with personalized and proactive support.
- Stay updated on emerging technology trends in customer service and recommend new solutions to enhance the contact center's
- Work closely with the operations and fund management teams to ensure customers' transactional needs are met and that back-office operations are aligned with front-line service.
Team Leader – Operations
Xplore Tech Services Pvt. Ltd. (Fusion BPO)
12.2023 - 09.2024
- Team Management: Supervise a team of 55-60 email support agents, ensuring they adhere to company policies, procedures, and performance standards.
- Performance Monitoring: Monitor individual and team performance metrics such as response time, resolution time, customer satisfaction scores, and adherence to SLAs (Service Level Agreements).
- Training and Development: Conduct regular training sessions to enhance the skills and knowledge of team members, ensuring they are equipped to handle various types of email queries effectively.
- Quality Assurance: Implement quality control measures to ensure that email responses meet quality standards in terms of accuracy, professionalism, and compliance with company guidelines.
- Escalation Management: Handle escalated email queries or complaints that require special attention or resolution beyond the capabilities of frontline agents.
- Workflow Management: Allocate email tasks among team members based on their skills, workload, and availability, ensuring optimal distribution of workload and efficient handling of emails.
- Reporting and Analysis: Generate reports on team performance, email volume, trends, and customer feedback, and analyse data to identify areas for improvement and implement corrective actions.
- Customer Focus: Maintain a customer-centric approach in handling email queries, ensuring timely and satisfactory resolution while providing excellent customer service.
- Team Motivation and Morale: Encourage and motivate team members to achieve performance targets and maintain high morale, fostering a positive work environment.
- Communication: Serve as a liaison between frontline agents and upper management, conveying important updates, feedback, and initiatives to the team and ensuring effective communication channels are in place.
- Problem Solving: Assist team members in resolving complex or challenging email queries, providing guidance and support as needed.
- Adherence to Policies and Regulations: Ensure that team members comply with company policies, data protection regulations, and other relevant guidelines while handling email queries.
- Continuous Improvement: Implement process improvements and best practices to enhance the efficiency and effectiveness of email support operations.
Assistant Manager - Operations
IGT Solutions Pvt Ltd.
02.2023 - 05.2023
- Supervise the day-to-day operations of the team and ensure smooth functioning of the processes.
- Ensure that the team meets the performance targets set by the management & Client.
- Train, coach and mentor team members to improve their skills and productivity.
- Develop and implement process improvements to enhance efficiency and effectiveness.
- Conduct regular performance evaluations and provide feedback to team members and Team Leaders.
- Handle customer escalations and ensure timely resolution of complaints.
- Maintain accurate and up-to-date reports on team performance, service levels and productivity.
- Collaborate with other departments and stakeholders to improve overall customer satisfaction and experience.
- Manage staffing and scheduling to ensure adequate coverage for peak hours and seasons.
- Ensure compliance with company policies, procedures and guidelines.
Team Leader - Operations
Tech Mahindra
03.2021 - 01.2023
- Team Leadership
- Lead a team of 30-35 FTEs and ensure high-quality customer support on Flipkart Based platform.
- Plan and manage performance goals for self and team, and optimize time utilization.
- Allocate and adjust resources as needed to meet internal and external targets. Monitor and improve team scores consistently.
- Provide coaching and feedback to low and midperforming agents. Recognize and mentor highperforming agents.
- Conduct regular one-on-one meetings with team members to understand their needs and challenges and offer support and guidance.
- Service Quality
- Review service level reports regularly and identify and resolve any issues or anomalies. Communicate any concerns to the relevant stakeholders.
- Handle team and client escalations effectively. Attend client calls and calibration sessions.
- Participate in weekly, monthly, and quarterly reviews and provide feedback and suggestions for improvement.
- Operational Excellence
- Participate and contribute to organizational and process level initiatives to drive efficiency. Conduct analysis and reporting to identify areas for improvement.
Assistant Manager
Concentrix Daksh
07.2018 - 03.2021
- Managing a team of 30 to 35 FTE's (Highest count managed is 52)
- Effective performance planning for self & team, Time management.
- Monitor & review service level reports to scan for issues & anomalies, Report perceived concerns of the report.
- Make appropriate recommendations and adjustments to leverage resources.
- Ensure that the internal & external targets are achieved with team scores showing improvement trend.
- Monitoring proper coaching & feedback provided to mid quartile and bottom quartile agents. Mentor the top quartile performers.
- Handling escalations (Team & Client)
- Participate in Client calls & calibration.
- Participate & contribute in organization and process level initiatives (Absenteeism & Attrition Control) that may be implemented time to time to improve efficiency.
Team Lead/SME
Concentrix Daksh
03.2016 - 07.2018
- Manage a team of 15 to 20 members
- High performance delivery on all quality parameters
- Provide Coaching & Feedback
- Effective & Prioritization to drive performance
- Provide mentorship to new hires
- Effectively share the knowledge through timely closure of all client/quality updates
- Drive Continuous Improvement in the team along with metrics improvement
- Handle difficult escalated calls/mails
- Analysis & reporting
- Drive performance & accountable in delivering SLA/KPI's
WFM
Concentrix Daksh
11.2014 - 03.2016
- Drive performance & accountable in delivering SLA/KPI's
Senior Customer Care Executive
Concentrix Daksh
03.2012 - 11.2014
Customer Care Executive
Concentrix Daksh
03.2011 - 03.2012
Education
B. Com -
01-2003
12th Standard - undefined
01-1999
Skills
Operational excellence
Scheduling management
Organizational development
Incident management
Timeline
Deputy Manager – Operations - Computer Age Management Services (CAMS)
10.2024 - Current
Team Leader – Operations - Xplore Tech Services Pvt. Ltd. (Fusion BPO)
12.2023 - 09.2024
Assistant Manager - Operations - IGT Solutions Pvt Ltd.
02.2023 - 05.2023
Team Leader - Operations - Tech Mahindra
03.2021 - 01.2023
Assistant Manager - Concentrix Daksh
07.2018 - 03.2021
Team Lead/SME - Concentrix Daksh
03.2016 - 07.2018
WFM - Concentrix Daksh
11.2014 - 03.2016
Senior Customer Care Executive - Concentrix Daksh
03.2012 - 11.2014
Customer Care Executive - Concentrix Daksh
03.2011 - 03.2012
Chittaranjan High School - 12th Standard,
Deshbandhu Mahavidyalaya - B. Com,