Arin Bose
Dahisar (W)
Summary
Versatile Assistant Manager - Operations with background in streamlining operational processes, reducing costs, and enhancing overall productivity. Proven ability to oversee staff training and development, manage budgets, and coordinate daily operations. Strengths include strategic planning, process optimization, team leadership, and quality assurance. Demonstrated success in improving operational efficiency and driving business growth in previous roles.
Overview
24
24
years of professional experience
Work History
Assistant Manager - Operations
Firstsource Solutions LTD.
Mumbai
09.2024 - Current
- Client Relationship Management: Proactively maintained and strengthened client relationships, ensuring high satisfaction levels. Managed escalated customer calls, providing guidance to agents and enhancing service quality. Played a significant role in maintaining client satisfaction and meeting SLAs for long-term success.
- Ensured exceptional service delivery across multiple channels (voice, email, live chat, back office). Collaborated with cross-functional teams to anticipate and meet client needs effectively.
- Performance Evaluation and Improvement: Assessed success of development plans to maximize learning opportunities for team members. Conducted quarterly performance reviews to monitor progress and identify improvement areas, developing timelines to achieve targets aligned with organizational objectives.
- Training and Development: Conducted comprehensive training sessions to empower team members with essential skills while developing rewards and recognition activities to motivate them and foster a positive work environment.
- Change Implementation & Optimization: Spearheaded initiatives to implement changes that improved results and streamlined operations.
- Process Improvement: Identified inefficiencies in existing processes and implemented solutions to streamline operations. Crisis Management: Effectively managed escalated issues and crises to minimize the impact on client satisfaction. Implemented contingency plans and protocols to address emergencies and unexpected challenges.
- Strategic Planning and Execution: Formulated and implemented key initiatives to drive organizational growth and service improvement.
- Data Analysis and Reporting: Analyzed performance data to identify trends and opportunities for improvement. Prepared comprehensive reports and presentations to communicate findings and recommendations.
- Continuous Learning and Development: Facilitated knowledge-sharing sessions and workshops to foster professional growth and development.
Process Leader
Firstsource Solutions LTD.
Mumbai
01.2014 - 08.2024
- Recommended strategies and process improvements that enhanced value for teams and clients.
- Monitored operations for gaps/issues/automation, recommended and implemented improvements.
- Supervise and lead associates to meet all SLAs relative to any functions in the department.
- Coordinate with other internal support teams to ensure seamless production by the operations team.
- Setting goals for agents/TL’s for the future weeks & months and ensuring that the target is met.
- Analyzing various Team Reports, Managing Client Relations, presenting reviews, doing appraisal for the span, Coaching and Feedback.
- Administered staff scheduling according to departmental protocols.
- Organizes workflow and appointment by reading and routing correspondence, collecting information, and managing assignments.
- Longer term focus on strategy with proactive approach on the key initiatives being led in the program.
Team Leader
Sitel India Ltd
01.2011 - 12.2013
Quality Analyst
Sitel India Ltd
Mumbai
07.2006 - 12.2010
Sr. Customer Service Professional
Sitel India Ltd
Mumbai
07.2002 - 06.2006
Software Trainee
Globsyn Technologies Ltd.
03.2002 - 06.2002
Education
B.E - Chemical Engineering
Amravati University
Amravati01-2000
12th -
CBSE Board
Bhilai01-1996
10th -
CBSE Board
Bhilai01-1994
Skills
- Change implementation
- Process improvement
- Data analysis
- Strategic planning
- Client relationship management
- Performance evaluation
- Cross-functional collaboration
- Crisis management
- Training development
- Problem solving
- Effective communication
Accomplishments
- Was recognized as the value champion under the category of “Spirit of Collaboration” in 2020.
- Was awarded the “Best Process Leader” for the year 2018 for outstanding contributions, commitment, and unrelenting efforts to deliver an enhanced customer experience.
- Was awarded the “Best Process Leader” for August 2017 as the shrinkage and attrition champion.
- Was awarded the “Best Process Leader” for September 2014 for maintaining attrition at 0% and absenteeism at 3.48%, and exceeding client metrics by 5% on NPS.
- Certified by the Insurance Regulatory and Development Authority of India, i.e., I.R.D.A.
Languages
- English
- Hindi
- Bengali
Personal Information
- Date of Birth: 12/13/77
- Marital Status: Married
Hobbies and Interests
- Observing People
- Travelling
- Listening Music
Training
- Creating prototypes on ideas by AWS (Amazon Web Services)
- Conducting Performance and Developmental Reviews.
- Process Techniques for Supervisors.
- Operational Risk and compliance.
- Underwent In-house training for LEAN & Six Sigma Yellow Belt.
Other Courses Certification
- 2021, Certified as RPA Champion by Uipath
- 2001, Y.S.M (Young Software Manager), Globsyn Technologies Ltd. Kolkata
Projects Handled
- Developed Bot’s for process improvement by automating the task reducing manual intervention.
- Have worked on a STAR project using Six Sigma tools (Pareto & Fish bone) to improve NPS & reduce ACW.
- Have worked on JDIC (Just Do In Control) projects on saving the Production hours, Increase the FTE Utilization and Variation in Productivity & Quality Scores.
- Have implemented BPR (Best Practice Replication) within the Process in order to improve the SLA and have a better mechanism in place.
Timeline
Assistant Manager - Operations
Firstsource Solutions LTD.
09.2024 - Current
Process Leader
Firstsource Solutions LTD.
01.2014 - 08.2024
Team Leader
Sitel India Ltd
01.2011 - 12.2013
Quality Analyst
Sitel India Ltd
07.2006 - 12.2010
Sr. Customer Service Professional
Sitel India Ltd
07.2002 - 06.2006
Software Trainee
Globsyn Technologies Ltd.
03.2002 - 06.2002
B.E - Chemical Engineering
Amravati University
12th -
CBSE Board
10th -
CBSE Board