Biswajit Tripathy
ProjectManagement | BusinessDevelopment | ProductManagement
Bengaluru,KA
Summary
Manager- Operations & Service Desk leading L1 and L2 support teams across client tickets and inbound and outbound call volumes. Improves service quality through process training, performance reviews, escalation handling, and reporting for retail omnichannel operations. Aligns service delivery with operational efficiency, ROI, and scalable support across a changing SaaS environment.
Overview
15
15
Certifications
26
26
years of professional experience
Work History
Manager- Operations & Service Desk
OLR Retail
02.2021 - Current
- Responsibilities:
- Managed L1 and L2 teams to resolve client tickets and calls.
- Managed daily operations of call volumes and client tickets.
- Conducted process and soft skill training, performance evaluations, escalations, and reporting.
- Oracle partner which works on the retail omnichannel engine - driving operational efficiency, maximizing ROI and keeping ahead of the curve in an evolving world. OLR builds better business solutions, unlocking the power of SaaS, optimize retail technology stack for scalable success.
- Feb’21- Till Date
Head- Operations & Service Desk
EldersIndia
05.2018 - 10.2020
- Developed marketplace model for home-based services targeting urban elderly
- May’18- Oct’20
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Manager- India Operations
Piping Rock India Pvt Ltd
10.2017 - 12.2017
- Managed closure of India operations in December due to business requirements.
- Coordinated with manufacturers & suppliers of natural vitamins, supplements & essential oils.
- October 2017-December 2017
Head- Customer Support & Sales
Housejoy
02.2015 - 06.2017
- Conceptualized and created the customer support and Sales team to cater and handle customers from PAN India. Expanded core offerings with fact- based repeats and dictated the strategic direction that resulted in increased growth of jobs.
- Lead a team of 35 call taking executives along with 3 Team Leaders, 2 Call Quality resources & 2 resources to handle the generic mailboxes
- Managed daily operations of inbound call volumes and led call initiatives.
- Quality of Service & Customer Satisfaction
- Constantly identifying ways to improve quality of services, service offerings, SLAs to enhance customer experience & organization growth
- Process & application training, regular performance evaluation of providers to ensure constant improvement through feedback.
- Strategy & Planning
- Crafting & communicating the USPs of the repeats, differentiating the offerings from the competition
- Forged B2B alliances for co-marketing, enhancing job predictability
- Introduced seasonal and strategic offerings to attract new customers and enhance marketing communications
- Driving Sustainability – Predictability of demand, Increasing LTV (LifeTime Value) & Customer satisfaction
- Forged mutually beneficial alliances in the B2B space for co-marketing & for driving predictability in jobs
- Identified and implemented improvements in service quality, offerings, and SLAs to elevate customer experience and support organizational growth
- February2015-June2017
- India’s largest ‘On-demand Home Services’ company; Funding: INR 150 Cr (USD 23 Mn)
Deputy Manager
IBM India
01.2011 - 01.2015
- Deputy Manager: Key Responsibilities
- Managing the O2C (Order to Cash) tower for the F&A business. Was handling the B2B (Business to Business) Collections team, the Credit Call Center, Dialer Collections & the Co-Operative Advertisement team.
- Assign portfolios & accounts to all team members & set monthly targets based on the overall AR balance.
- Assigned portfolios and accounts to all team members and set monthly targets based on the overall AR balance.
- Compare the AR balance & cash collections year on year & assign targets based on that along with the overall Sales.
- Achievements
- Handling three separate teams within the same line of business, however with different deliverables (Customer Service, Collections & Sales)
- Managed three distinct teams within same business line, each with unique deliverables (Customer Service, Collections & Sales)
- Was responsible for driving all V&A (voice and accent) related trainings, monitoring, feedbacks across the floor.
- Implemented 8 process improvement initiatives since joining
- Had taken the entire KT team through the entire transition process & even created the process flow charts.
- Received the best People Manager award twice.
- Mentored 2 YP projects focused on reducing 90+ delinquency numbers and automating IVR processes
- Organization : IBM India (Jan 11- Jan 15)
Assistant Manager
Kingfisher Airlines
05.2009 - 08.2010
- Assistant Manager: Key Responsibilities
- Manage the Inbound Reservation, Quality, Cargo, Outbound & the Travel Agency Helpdesk.
- Manage staffing, rostering & new Hire orientation for agents & Team Leaders
- Manage all reports related to the daily activities
- Oversaw staffing, rostering, and onboarding processes for agents and team leaders, ensuring efficient team operation.
- Internal audits of other departments (airports, in-flight, security, finance, etc.)
- Achievements
- Was hired to handle the call center operations for the Reservations IB team; however based on my performance, was asked to handle the Quality, Cargo, OB & the Travel agency team as well.
- Developed a tailored appraisal form for call center staff, transitioning from a generic form used across departments to enhance performance evaluations.
- Designed & defined certain policies which either did not exist earlier or required modification.
- Revamped and automated the call quality form, streamlining the assessment process for improved accuracy and efficiency.
- Designed forms for callbacks & call tagging & automated the same.
- Introduced policies of PIP & OJT.
- Certified In-house Auditor post completion of the Quality Review System.
- Organization - Kingfisher Airlines (May 09- Aug 10)
Assistant Manager
3 Global Services
08.2003 - 03.2008
- Operations & Quality
- Work with the Operation Managers on reducing errors & increasing productivity.
- Trend Analysis of call/contact volumes from previous periods days/weeks/months/year.
- Advised clients on forecast adjustments based on trend analysis of call volumes.
- Automation of software’s used for monitoring Service Level & Schedule Adherence.
- Supervise the Command Center.
- Oversaw floor rosters, schedule adherence, and management information systems for India site.
- Organization - 3 Global Services (August 2003 –Mar’08)
Resident Expert
GECIS
02.2000 - 08.2003
- Job profile involves shadowing the manager.
- Managed reporting (dashboards, scorecard, MIS) to support team performance and decision-making.
- Conducted conference calls with the client to ensure alignment on project goals and progress.
- Completed structured training roadmap for Resident Expert role to enhance expertise over two years.
- Organization-GECIS (Feb’00- Aug’03)
Education
Hotel Management Graduate -
IHM
BhubaneswarSkills
Project management
Strategy & planning
P&L management
Business development
Partnerships & alliances
Call center operations
Workforce management
SLA management
Escalation management
Process improvement
Certification
Quality Review System: Auditors Workshop
Timeline
Manager- Operations & Service Desk
OLR Retail
02.2021 - Current
Head- Operations & Service Desk
EldersIndia
05.2018 - 10.2020
Manager- India Operations
Piping Rock India Pvt Ltd
10.2017 - 12.2017
Head- Customer Support & Sales
Housejoy
02.2015 - 06.2017
Deputy Manager
IBM India
01.2011 - 01.2015
Assistant Manager
Kingfisher Airlines
05.2009 - 08.2010
Assistant Manager
3 Global Services
08.2003 - 03.2008
Resident Expert
GECIS
02.2000 - 08.2003
Hotel Management Graduate -
IHM