Summary
Overview
Work History
Skills
Timeline
Generic

Debjyoti Sarkhel

Hyderabad

Summary

Experienced manager with over 20 years of expertise in people management and customer service within various industries including gaming, social media, contact center, and Retail Banking & Wealth Management. Demonstrated success in incident management, complaint handling, leadership, coaching, and change management. Collaborative team player with exceptional presentation skills, analytical abilities, and a proven track record of excelling in diverse corporate environments.

Overview

11
11
years of professional experience

Work History

Surveillance team manager

EA sports
03.2023 - Current
  • To ensure efficient issue resolution while leading, mentoring, and managing a team of eight Surveillance Desk Agents.
  • Team Leadership & Development: Lead a team of Surveillance Desk Agents. Set goals, conduct 1:1s, and support career growth. Provide coaching, mentorship, and performance feedback.
  • Hiring & Onboarding: Participate in recruitment and talent acquisition. Oversee onboarding and knowledge transfer for new team members.
  • Capacity & Resource Planning: Manage shift schedules and ensure adequate coverage. Balance workload and ensure team well-being.
  • Performance Management: Set KPIs and objectives for team members. Handle performance reviews and manage underperformance.
  • Culture & Engagement: Foster a collaborative, accountable, and inclusive culture. Encourage learning, continuous improvement, and team morale.
  • Active member of EA India Leadership – Manager Support Group, assisting newly promoted and hired managers in their roles.
  • Improved issue detection accuracy from 15% to 20 %+ in 6 months by coaching the team on proactive monitoring of Live Channels and Forums.
  • The Surveillance team worked on 67% of all issues that came their way, out of which 24% of issues were detected by them in FY'25.
  • Drove career growth for 5 team members within my first year as Team Manager through focused development and mentorship.
  • Broadened detection coverage includes mobile game support, moderation volume alerts, and risk signals like content grant activity.
  • Partnered with Escalated Care to support hiring and meet onboarding deadlines for critical associate roles.
  • Leveraged Affogata to deliver sentiment insights for Fancare and flag risk issues to leadership for rapid mitigation.

Surveillance team manager

EA sports
03.2023 - Current
  • To ensure efficient issue resolution while leading, mentoring, and managing a team of eight Surveillance Desk Agents.
  • Team Leadership & Development: Lead a team of Surveillance Desk Agents. Set goals, conduct 1:1s, and support career growth. Provide coaching, mentorship, and performance feedback.
  • Hiring & Onboarding: Participate in recruitment and talent acquisition. Oversee onboarding and knowledge transfer for new team members.
  • Capacity & Resource Planning: Manage shift schedules and ensure adequate coverage. Balance workload and ensure team well-being.
  • Performance Management: Set KPIs and objectives for team members. Handle performance reviews and manage underperformance.
  • Culture & Engagement: Foster a collaborative, accountable, and inclusive culture. Encourage learning, continuous improvement, and team morale.
  • Active member of EA India Leadership – Manager Support Group, assisting newly promoted and hired managers in their roles.
  • Improved issue detection accuracy from 15% to 20 %+ in 6 months by coaching the team on proactive monitoring of Live Channels and Forums.
  • The Surveillance team worked on 67% of all issues that came their way, out of which 24% of issues were detected by them in FY'25.
  • Drove career growth for 5 team members within my first year as Team Manager through focused development and mentorship.
  • Broadened detection coverage includes mobile game support, moderation volume alerts, and risk signals like content grant activity.
  • Partnered with Escalated Care to support hiring and meet onboarding deadlines for critical associate roles.
  • Leveraged Affogata to deliver sentiment insights for Fancare and flag risk issues to leadership for rapid mitigation.

Social support team manager

EA sports
10.2020 - 03.2023
  • I was effectively responsible for the ramping up of the Social Team during lock-down in 2020. Coached a team of 15 individuals who had no prior experience with EA to become a high-performing team.
  • Won the Helped the world play manager award in 2021.
  • Consistently scored high on manager satisfaction scores in all the engagement surveys.
  • Coached and successfully moved my entire team of 15 social specialists out of Probation.
  • More than half of my team (8) have been recognized as best performing specialists for a particular month in the last 16 months.
  • 4 of my team members were considered as the best performing specialists for a Quarter.
  • 4 of my team members saw growth, out of which 3 of them grew in the first year in WWCE.
  • The team was recognized as the best performing team 5 times on the monthly recognition award & 3 times on the quarterly recognition award.

Social support team manager

EA sports
10.2020 - 03.2023
  • I was effectively responsible for the ramping up of the Social Team during lock-down in 2020. Coached a team of 15 individuals who had no prior experience with EA to become a high-performing team.
  • Won the Helped the world play manager award in 2021.
  • Consistently scored high on manager satisfaction scores in all the engagement surveys.
  • Coached and successfully moved my entire team of 15 social specialists out of Probation.
  • More than half of my team (8) have been recognized as best performing specialists for a particular month in the last 16 months.
  • 4 of my team members were considered as the best performing specialists for a Quarter.
  • 4 of my team members saw growth, out of which 3 of them grew in the first year in WWCE.
  • The team was recognized as the best performing team 5 times on the monthly recognition award & 3 times on the quarterly recognition award.

Team Manager- UK Customer Service

HSBC Data Processing India Pvt. Ltd.
01.2014 - 09.2020
  • Responsible for driving the business objectives through a team of over 15 to 20 CSEs, ensuring the performance standards are met, staff morale is heightened, and brand image is enhanced.
  • Translate the overall business strategy into individual objectives that are SMART.
  • I share my Performance Report with my manager on a daily, weekly, monthly, and year-to-date basis. I highlight any challenges to him and adhere to HR Protocols.
  • Ensuring coaching and feedback are provided for monthly call monitoring in a timely manner.
  • Conduct Weekly Buzz Sessions to discuss the best practices and possible solutions to the challenges team members face while talking to customers.
  • Effective Coaching to improve Customer Experience on CSE calls.
  • Share Performance Reports on a daily, weekly, and monthly basis with my team members.
  • Handling Referrals and Escalations by being the first point of contact for my team.
  • Conduct monthly performance reviews and help team members achieve their performance goals using SMART Plans.
  • Won the Best AMO award for December 2013, Q4’ 15, Q1’16, August 2017 and Q4, 2018.
  • Recognized by Joe Gordon (Head of UKCC) in September 2016 for outstanding leadership in driving Sales KPI performance at UKCC Hyderabad.
  • Led teams and won the team quarter for Q4’12, Q2’13, Q4’15, Q3’17 and Q4’ 18.
  • Complaints Working Group, UK Customer Service, Hyderabad.
  • I was selected to lead a pilot batch of customer service representatives who will resolve any complaints or dissatisfaction shared by our customers on social media platforms.
  • I was the first point of contact with the UK Contact Centre for Social Engagement team.
  • Liaising with other sites, Malta, Bangalore, and Manila, along with Leeds, to share & learn best practices among us to improve the quality of the complaints raised by our staff in Hyderabad.
  • Plan the roll out of any new training on complaint handling – Ensuring staff complete the reading module before the training, book the training slot for everyone in the operations and training. Create and roll out a quiz to check their understanding as well.
  • Share the quiz scores on a weekly and monthly basis and analyze the results to provide necessary remedial actions.
  • Share the best practices among team managers and highlight any challenges faced by them.

Team Manager- UK Customer Service

HSBC Data Processing India Pvt. Ltd.
01.2014 - 09.2020
  • Responsible for driving the business objectives through a team of over 15 to 20 CSEs, ensuring the performance standards are met, staff morale is heightened, and brand image is enhanced.
  • Translate the overall business strategy into individual objectives that are SMART.
  • I share my Performance Report with my manager on a daily, weekly, monthly, and year-to-date basis. I highlight any challenges to him and adhere to HR Protocols.
  • Ensuring coaching and feedback are provided for monthly call monitoring in a timely manner.
  • Conduct Weekly Buzz Sessions to discuss the best practices and possible solutions to the challenges team members face while talking to customers.
  • Effective Coaching to improve Customer Experience on CSE calls.
  • Share Performance Reports on a daily, weekly, and monthly basis with my team members.
  • Handling Referrals and Escalations by being the first point of contact for my team.
  • Conduct monthly performance reviews and help team members achieve their performance goals using SMART Plans.
  • Won the Best AMO award for December 2013, Q4’ 15, Q1’16, August 2017 and Q4, 2018.
  • Recognized by Joe Gordon (Head of UKCC) in September 2016 for outstanding leadership in driving Sales KPI performance at UKCC Hyderabad.
  • Led teams and won the team quarter for Q4’12, Q2’13, Q4’15, Q3’17 and Q4’ 18.
  • Complaints Working Group, UK Customer Service, Hyderabad.
  • I was selected to lead a pilot batch of customer service representatives who will resolve any complaints or dissatisfaction shared by our customers on social media platforms.
  • I was the first point of contact with the UK Contact Centre for Social Engagement team.
  • Liaising with other sites, Malta, Bangalore, and Manila, along with Leeds, to share & learn best practices among us to improve the quality of the complaints raised by our staff in Hyderabad.
  • Plan the roll out of any new training on complaint handling – Ensuring staff complete the reading module before the training, book the training slot for everyone in the operations and training. Create and roll out a quiz to check their understanding as well.
  • Share the quiz scores on a weekly and monthly basis and analyze the results to provide necessary remedial actions.
  • Share the best practices among team managers and highlight any challenges faced by them.

Skills

  • Proven leadership abilities
  • Staff development
  • Customer relations
  • Team coaching
  • Strategic planning
  • Leading change initiatives

Timeline

Surveillance team manager

EA sports
03.2023 - Current

Surveillance team manager

EA sports
03.2023 - Current

Social support team manager

EA sports
10.2020 - 03.2023

Social support team manager

EA sports
10.2020 - 03.2023

Team Manager- UK Customer Service

HSBC Data Processing India Pvt. Ltd.
01.2014 - 09.2020

Team Manager- UK Customer Service

HSBC Data Processing India Pvt. Ltd.
01.2014 - 09.2020

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Debjyoti Sarkhel