Dalia Roy

I would like to introduce myself as a professional with total experience of 7 + years of BPO industry (IRCTC, Telecom, Banking and Finance) as a Team Leader Operations. I tend to be a person who has open communication, creative thinking & cohesive team effort, who creates an environment for the team members to get motivated & inspired & well versed in their KRA such as C-Sat, call quality, finest call Resolution, achieving Service Level Agreement, and productivity. My personal quality makes sure we are following principles, keeping vision & mission in operation & working as an effective person. I work well under pressure and serve as the primary communication link between the top management & the team & I strongly believe that I can strive to the best in all aspects of life, both professional and personal to achieve the goals through patience, consistency, hard work. Honesty and to apply & integrate the knowledge and skills learned.

Key Skills & Responsibilities :

Sales Leadership & Strategy

• Lead, mentor, and motivate the sales team to achieve and exceed revenue targets.
• Develop and implement sales strategies to penetrate new markets and expand the customer base.
• Monitor sales performance, analyze trends, and provide actionable insights for continuous improvement.
• Build and maintain strong relationships with key clients, stakeholders, and partners.
• Collaborate with marketing teams to drive lead generation, promotional campaigns, and brand positioning.

Team Management & Performance Optimization

• Conduct sales training sessions to enhance team capabilities and product knowledge.
• Ensure that Key Performance Indicators (KPIs) are consistently met and exceeded.
• Maintain high levels of team motivation, fostering a positive and productive work environment.
• Oversee team attendance, rosters, and maintain logs of daily performance.
• Conduct daily and weekly performance reviews to track progress and identify areas of improvement.
• Provide regular one-on-one and group feedback sessions to support professional growth.

Operational Excellence & Process Improvement

• Manage team absenteeism and attrition, implementing strategies to reduce turnover.
• Maintain and update the Early Warning System (EWS) Tracker for proactive issue resolution.
• Conduct training sessions for newly launched products and support new agents during their transition period.
• Perform call flow analysis for various postpaid processes to improve efficiency.
• Handle manpower management, ensuring effective scheduling and resource allocation.
• Roster Customer Care Officers (CCOs) across different shifts based on demand, sanctioning leaves and weekly offs accordingly.

Customer Relations & Process Development

• Handle escalated customer calls, ensuring swift resolution and customer satisfaction.
• Participate in client reviews and internal process development discussions to enhance service delivery.

• 1-year diploma in Aviation and Hospitality Management, Air Hostess Academy (AHA), Kolkata
• 1-month Industrial training, The Golden Park (3 Star) Hotel

• Father's Name: Dwijoy Kumar Roy
• Nationality: Indian
• Religion: Hindu