Arnab Dutta
Kolkata
Summary
Bringing over 20 years of extensive experience in BPO management, I specialize in Sales and Customer Service, currently holding the position of Director of Operations at Teleperformance. I am responsible for leading a robust team of 600+ individuals dedicated to the TATA Play Elite account. My proven expertise lies in effectively managing client relationships, generating revenue, meeting SLA targets, and guiding teams to success across both the Telecom and BFSI industries. Driven by achievement, with outstanding people management skills and a natural ability to adapt and lead through periods of change.
Diligent [Desired Position] with proven track record in optimizing operational processes and driving business growth. Demonstrated success in implementing strategic initiatives, fostering team collaboration, and improving organizational efficiency. Utilized strong leadership and problem-solving skills to streamline operations and deliver consistent results.
Overview
21
21
years of professional experience
Work History
Director Operations
Teleperformance
09.2022 - Current
- Managing customer service for TATA Play's Elite segment, India’s largest DTH service provider, with a focus on PCM-based business operations
- Currently serving as Director of Operations and Account Head for TATA Play Elite & In-home at Teleperformance Kolkata, ensuring contract KPIs are consistently met (100% since Oct’22)
- Achieved significant improvements including a 6% attrition rate and 12.5% shrinkage in FY’23, driven by high team engagement and strong client relationships
- Successfully increased Gross Margin from 26% in FY’22 to 39% in FY’23, while also enhancing EBIT from 5% to 23% during the same period
- Provide comprehensive support, including online tech assistance for Binge and standard setup box products
- Addressed the unique challenge of achieving a 99% answered level, a benchmark unmatched by any other TATA Play partner
- Successfully migrated to and consistently met the 99% AL SOW KPI since November’22, maintaining daily as well as monthly adherence
- Presented a compelling case during our QBR (Jan’23 – Mar’23) to establish an end-to-end service desk for Binge customers, endorsed by the client and initiated as a POC in July’23
- Effectively transitioned to managing the Binge desk in July’23, resulting in a significant rise in external quality IB score from 76% in Jul’23 to 81% by Dec’23
- Achieved upselling targets in 3 out of 4 quarters in FY’23 and 1 quarter in FY’24
- Dedicated to recruiting, mentoring, training, and developing employees to enhance operational efficiency
Assistant General Manager
Taurus BPO
06.2021 - 06.2022
- Served as Assistant General Manager and Site Head at Taurus BPO Mumbai, overseeing operations for the TVS Credit division covering sales and collections
- Managed end-to-end contact center operations with a large team of 525 staff members, overseeing daily operations and resolving customer escalations
- Collaborated closely with client partners to meet targets in lead management, dialler operations, SPA, conversions, and collections
- Implemented standardized procedures for sales and collections operations, ensuring streamlined processes
- Fostered daily coordination with Sales and Collections teams to optimize service delivery and stakeholder collaboration
- Initiated weekly stakeholder meetings to maintain visibility and track performance, ensuring consistent service excellence
- Collaborated closely with the Sales team on a daily basis, identifying areas for improvement and implementing strategies to enhance net conversion rates
- Managed dialler operations and lead management, developing effective strategies and conducting regular performance reviews with clients and CEO
- Successfully achieved net conversion targets consistently on a month-to-month basis, navigating challenges posed by the COVID-19 pandemic and remote work setups
- Committed to recruiting, mentoring, training, and developing employees to drive operational efficiency
Senior Manager Operations
1point1 Solutions LTD
12.2019 - 06.2021
- Led the service delivery as Senior Manager at 1point1 Solutions LTD., Mumbai, for the complete 'Dishtv' process, implementing operational standards in customer service, retention, and sales
- Maintained daily coordination with Inbound and Sales teams to optimize service delivery
- Organized weekly reviews involving Inbound, VAS, and Retention teams to ensure performance visibility and enhance service outcomes
- Collaborated closely with the Sales team daily, identifying improvement areas and implementing strategies to drive net conversion
- Focused on recruiting, mentoring, training, and developing staff to ensure streamlined operations
- Managed end-to-end contact center operations with a team of 470, overseeing daily operations and managing customer escalations
- Partnered closely with clients to meet SLAs in abandon rates, service level, SPA, conversions, and repeat business
- Maintained consistent achievement of net conversion targets despite the WFH challenges during the COVID-19 pandemic
Senior Manager – Head of Service Delivery
Hathway Cable and Datacom Ltd
10.2014 - 09.2017
- Managed as Senior Manager and Head of Service Delivery at Hathway Cable and Datacom Ltd., Mumbai, responsible for operations in West & North India
- Implemented robust procedures for customer service, upselling, and retention
- Led operations as Head of Service Delivery for ISP and Cable across West & North India, overseeing Customer Care, Sales, and Retentions
- Managed all three teams—Sales, Customer Service, and Field Support—with the voice team consisting of over 270 members and the non-voice team of 90 (field engineers and coordinators)
- Coordinated daily operations with Technical and Non-Technical teams, including Network, RF, Customer Service, Field Service Coordination, and Sales, to optimize service quality
- Conducted weekly performance reviews with Network, RF, Customer Service, Field Service Coordination, and Sales teams to ensure visibility and devise strategic improvements
- Engaged daily with the Sales team to identify and address improvement areas, driving initiatives to maximize net conversion
- Emphasized recruiting, mentoring, training, and development initiatives to enhance overall operational efficiency
- Successfully managed the transition from Serco to Magus upon joining Hathway, meeting all deadlines for processes going live at the new contact center
- Directed a contact center of 270 staff and field support teams comprising 90 representatives, ensuring seamless day-to-day operations and resolving customer escalations
- Collaborated closely with service partners to achieve SLAs in Abandon rates, Service Level, First Time Resolution, Complaints, Repeat business, and Sales
- Successfully led projects like Kill Repeat and Retention for Hathway, significantly reducing churn to less than 2.5% (net churn)
- Consistently achieved Net Sales Targets on a month-to-month basis despite competitive market conditions
Senior Manager – Operations
Serco Global Service
03.2014 - 10.2014
- Ensured adherence to process-specific modules and development methodologies, consistently meeting SLAs across Mumbai and Gurgaon locations
- Managed a team of 242 productive staff members, with 186 associates based in Mumbai and 56 in Gurgaon, supported by 12 Team Leaders, 2 Assistant Managers, and 1 Operations Manager
- Oversaw resource planning, scheduling, metrics management, rewards & recognition, capacity balancing, staffing, and headcount management
- Managed the end-to-end sales process for Hathway in Mumbai, maintaining comprehensive MIS reporting
- Conducted weekly discussions on sales performance with clients, ensuring alignment and proactive adjustments
- Personally involved in hiring and recruiting associates, Team Leaders, and Assistant Managers for Hathway, focusing on ramping up sales capabilities
- Emphasized motivation, attrition management, absenteeism reduction, schedule adherence, productivity enhancement, decision-making, appraisals, and problem-solving initiatives
- Successfully maintained attrition rates below 8% across all Lines of Business (LOBs)
- Significantly elevated CSAT (Customer Satisfaction) scores to 88% (exceeding the 85% target) from a previous 28%
- Spearheaded the implementation of an end-to-end sales process for Hathway in Mumbai, achieving targets for Gross Conversion
- Conducted daily reviews to monitor performance and ensure timely delivery of SLAs across ISP and Cable skills
- Organized weekly reviews with clients and support functions to uphold commitment adherence and track deliverables
Manager – Operations (Banking – Axis Bank)
Firstsource Solutions Pvt Ltd
01.2007 - 02.2014
- Managed hiring and recruitment initiatives for Associates and Team Leaders proficient in various linguistic skill sets, prioritizing profitability objectives
- Conducted daily performance reviews to ensure adherence to SLAs in Credit Cards and Retail Banking operations
- Provided effective leadership to motivate the team, enhancing their competencies in training, recruitment, and productivity
- Mentored and developed operational resources to improve overall internal and external quality performance
- Collaborated closely with the Operations MIS department to streamline customer refund processes, implementing a dedicated 2nd Level checker Desk for Call Center-managed refund transactions
Assistant Manager- Operations
NBFC – Bajaj Finserv
08.2010 - 02.2012
- Successfully spearheaded the migration of the entire Inbound & Portal customer service operations from Sutherland Global Services, ensuring a seamless transition
- Led and inspired the team, focusing on skill development, training, and maintaining high productivity levels
- Identified and recruited top talent by personally screening candidates for finance-related skills, strengthening our team
- Conducted daily performance reviews and monitored SLA adherence while fostering strong relationships across all business locations in India, enhancing client expectations and operational efficiency
- Designed and implemented innovative processes aimed at achieving organizational business targets, actively collaborating with the core team on new product launches
- Mentored and developed our distribution channels, achieving 100% accuracy on daily transactions exceeding ₹25 crore
- Directed the Faults Department within the Bajaj Core team, initiating the maker-checker module for all refund and pre-closure cases across various business lines
Team Coach
Vishnu Solutions Pvt Ltd.
07.2003 - 01.2007
- Served as a Team Coach for the U.S
- Telecom Process (Sprint Wireless) and Ecommerce (eBay), driving team performance and success
- Started as a tele caller and achieved significant lateral growth within the organization, showcasing my dedication and skill development
- Actively participated in the Training Department, delivering both product/process-oriented training and soft skills development to empower colleagues
Education
Bachelor of Commerce -
C.V Raman University
Skills
- Operational excellence
- Business analysis
- Organizational development
- Safety management
- Workforce planning
- P&L management
- Customer service
- Performance improvements
- Effective leader
- Business leadership
Accomplishments
- Teleperformance
- Consistently met 100% of client KPIs since 10/22.
- NPS Growth from 67 in 10/22 to 75 in 07/24.
- Gross margin surged from 26% in FY’22 to 39% in FY’23.
- Taurus BPO, Successfully scaled the FTE size from 160+ to over 250 at our Kolkata center.
- 1point1 Solutions LTD, Maintained strong SLA performance from the very first month.
- Hathway Cable and Datacom Ltd, Achieved all SLAs from the very first month.
- Firstsource Solutions Pvt Ltd, Achieved an impressive 99% compliance with all 29 SLAs for the financial year 2011/12.
Timeline
Director Operations
Teleperformance
09.2022 - Current
Assistant General Manager
Taurus BPO
06.2021 - 06.2022
Senior Manager Operations
1point1 Solutions LTD
12.2019 - 06.2021
Senior Manager – Head of Service Delivery
Hathway Cable and Datacom Ltd
10.2014 - 09.2017
Senior Manager – Operations
Serco Global Service
03.2014 - 10.2014
Assistant Manager- Operations
NBFC – Bajaj Finserv
08.2010 - 02.2012
Manager – Operations (Banking – Axis Bank)
Firstsource Solutions Pvt Ltd
01.2007 - 02.2014
Team Coach
Vishnu Solutions Pvt Ltd.
07.2003 - 01.2007
Bachelor of Commerce -
C.V Raman University
Similar Profiles
RAHUL PANDERAHUL PANDE
Technical Support Executive at TeleperformanceTechnical Support Executive at Teleperformance
Abhinandan SehajpalAbhinandan Sehajpal
Supervisor at TeleperformanceSupervisor at Teleperformance
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Dominick De Jesus Urzola CachanDominick De Jesus Urzola Cachan
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
Ankan BeraAnkan Bera
Application Architect at WiproApplication Architect at Wipro