Debangana Roy
Team Manager
New Delhi
Summary
Results-driven Team Manager with over 10 years of expertise in telecom and BPO operations, specializing in team leadership, operational management, and customer service delivery. Proven ability to lead large teams to improve productivity and ensure compliance with organizational standards. Skilled in stakeholder management, coaching, and performance management, with a strong focus on driving operational excellence in dynamic environments. Committed to achieving high customer satisfaction while consistently meeting revenue and service objectives.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Team Manager
BT E-Serv (India) Pvt.Ltd
New Delhi
08.2023 - Current
- Monitor team performance to ensure SLA adherence, and optimal utilization.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Manage stakeholder relationships through regular partner and operational calls.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Subject Matter Expert (SME)
BT e-Serv (India) Pvt.Ltd
Kolkata
12.2016 - 07.2023
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Associate
BT E-Serv (India) Pvt.Ltd
Kolkata
11.2014 - 11.2016
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
Senior Associate – Technical Advisor & Billing Department
WIPRO BPO
Kolkata
05.2013 - 10.2014
- Resolved telephone and broadband service issues for customers.
- Handled customer billing inquiries, and provided clear explanations.
- Consistently achieved KPI targets, including AHT, FCR, and productivity metrics.
- Upsold broadband services, including new acquisitions and regrade orders.
- Identified customers' unstated needs to improve overall service satisfaction.
- Maintained ownership of pending service orders until final resolution.
Education
B.com - Accounting And Finance
Calcutta University
Kolkata, India04.2014
Skills
- People and performance management
- Workforce planning and team motivation
- Ability to work effectively under pressure while maintaining productivity and quality
- Strong analytical and problem-solving skills
- Ability to identify performance trends and implement improvements
- Effective decision-making aligned with process compliance
- Excellent interpersonal and communication skills
- Strong stakeholder and cross-team collaboration
- Team motivation and coaching
- Driving teams to achieve operational goals
- Ensuring adherence to performance and process standards
Timeline
Team Manager
BT E-Serv (India) Pvt.Ltd
08.2023 - Current
Subject Matter Expert (SME)
BT e-Serv (India) Pvt.Ltd
12.2016 - 07.2023
Associate
BT E-Serv (India) Pvt.Ltd
11.2014 - 11.2016
Senior Associate – Technical Advisor & Billing Department
WIPRO BPO
05.2013 - 10.2014
B.com - Accounting And Finance
Calcutta University