Debabrata Adhikary
Cuttack
Summary
To secure the position of Assistant Manager in a reputable company where my skills and expertise in handling inbound call centers and data entry processes can be utilized for the growth of the organization. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Professional with strong background in leadership and team management. Proven track record in driving results and ensuring team collaboration. Skilled in strategic planning, problem-solving, and adapting to dynamic environments. Known for reliability, effective communication, and delivering high-quality outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Manager Operation
Hexaware
11.2023 - Current
- Lead a team of 100 customer support and supplier support agents, with 5 team leaders ensuring adherence to service level agreements (SLAs) and high-quality service delivery
- Oversee daily operations for voice and email support channels, achieving a customer satisfaction score of 91% and reducing average response time by 44% within 2 months and sustaining with this
- Develop and implement comprehensive training programs for new hires and ongoing training for existing staff, resulting in team performance has been increased
- Analyze performance data to identify trends and areas for improvement, presenting findings to senior management and implementing actionable strategies
- Conduct regular team meetings to discuss performance, share feedback, and promote a positive and productive work environment
Assistant Manager Operation
FiveS Digital
02.2022 - 09.2023
- Handling 150 agents & 6 team leaders of international data entry process & domestic customer support center
- Efficiently managing and overseeing the end-to-end operations of international non-voice backend processes
- Leading and supervising a team of professionals to ensure smooth workflow, performance, and adherence to quality standards
- Implementing performance metrics and monitoring systems to track team and individual performance, ensuring targets and KPIs are consistently met or exceeded
- Continuously analyzing existing processes and identifying areas for improvement, implementing strategies to streamline operations, enhance productivity, and reduce costs
- Identifying potential risks, developing mitigation plans, and implementing robust controls to minimize operational disruptions
- Effectively allocating resources, including manpower, equipment, and budget, to optimize operational efficiency and meet business objectives
- Generating accurate and timely reports, analyzing data to derive insights, and presenting findings to senior management, enabling informed decision-making
- Accountable to highlight issues/escalations to the concerned department
- Working closely with seniors to ensure client expectations are maintained
- Ensuring high-quality customer service
- Strong data analytical and problem resolution skills
- Ensuring compliance with company policies
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Participating in hiring and onboarding
Shift Lead
Qdegrees
09.2017 - 02.2022
- Handled 25 agents & complete process (headcount of 125 agents) with the help of 4 Team leaders
- Setting targets for performance for team (AHT, Quality, and C-SAT)
- Worked closely with seniors to ensure client expectations are maintained
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Built strong relationships with customers through positive attitude and attentive response
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
Unit Manager
MPHASIS / KARVY DATA MANAGEMENT SERVICES
11.2012 - 12.2016
- Managing a team of more than 25 associates
- Meeting deadlines and TAT without compromising quality norms
- Monitoring team activity & performance and providing feedback to the team by presenting Areas of Improvement (AoI) and necessary inputs to improve performance
- Conducting daily audits to find out opportunities, prepare action plans, and check the effectiveness of actions taken by me
- Creating dashboards for my team member’s easy accessing, circulation & maintenance of data
Senior Team Leader
Hinduja Global Solution Limited
08.2008 - 10.2012
- Overseeing a team of 20+ agents
- Monitoring the daily performances of the executives and assisting them with grievances they are facing
- Conducting daily sessions with team members and discussing their report statistics and respective feedback
- Monitoring interactions between associates and customers to ensure quality assurance standards
- Performing frequent performance evaluations of executives and encouraging them for better and consistent performances
- Preparing periodic performance reports and forwarding them to the team
- Attending call listening sessions daily to find out customer issues and resolutions provided by associates
- Auditing 15 calls daily to maintain low repeat percentage
- Encouraging and motivating team members consistently
- Handling breaks, floor decorum and accountable for SL/AL & AHT of process
- Monitoring call queue and sending SL/AL updates to managers & clients on an hourly basis
Education
Graduation - +3 Arts
Utkal University
01.2006
+2 - Arts
C.H.S.E., Orissa
01.2003
H.S.C -
B.S.E, Orissa
01.2001
Skills
- Customer service
- Motivational skills
- Team leadership
- Decision-making
- Problem-solving
- Daily workflow improvement
- Call center operations
- Client communication
- Performance reviewing
Accomplishments
- Successfully completed TLDP (Team Leader Development Program) Bharti Airtel
- Successfully completed LEP (Leadership Essentials Program)
- Certified in PS-1 (Platform Skills) Training from Centum Bharti
- Awarded as the Best Team Leader HGS
- Awarded 3 times for ICE on weekly ICE is NICE program
- Awarded as the best Team leader Mphasis
- Through 'The Spirit of Winning - Monthly Summit Award Winners'
- Awarded as the best performing UM Qudgrees
- Awarded on quarterly basis twice.
- Certified in yellow belt in SIX Sigma
Certification
- Six Sigma Certification yellow belt
Timeline
Assistant Manager Operation
Hexaware
11.2023 - Current
Assistant Manager Operation
FiveS Digital
02.2022 - 09.2023
Shift Lead
Qdegrees
09.2017 - 02.2022
Unit Manager
MPHASIS / KARVY DATA MANAGEMENT SERVICES
11.2012 - 12.2016
Senior Team Leader
Hinduja Global Solution Limited
08.2008 - 10.2012
+2 - Arts
C.H.S.E., Orissa
H.S.C -
B.S.E, Orissa
Graduation - +3 Arts
Utkal University
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