Dhritiman Bose
Team Manager - Amazon SPS
Kolkata
Summary
Experienced team manager leading a group of 70-80 associates handling inbound email & chat contacts, with 10+ years of expertise in enhancing business plans and day-to-day operations. Skilled in strategic planning, process optimization, effective communication, and driving team performance. Proven track record in project management and team leadership. Adaptable to new challenges and dedicated to continuous improvement. Seeking to leverage these strengths to drive success and innovation in a new field, with a primary focus on team building, cost-cutting, and operational improvements. Determined to reduce costs without compromising product and service quality. Committed team player with a strong ability to build high-performing teams.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Team Manager
Amazon
Kolkata
08.2022 - Current
- Handling span of 70 - 80 associates handling both chat & email contacts with 2 mentors currently. Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Evaluated employee performance on weekly basis and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Marketplace Supported - United Kingdom & United States
Assistant Manager
Wipro Limited
Kolkata
10.2019 - 08.2022
- Handling group of 80 FTEs agents handling inbound chat & phone calls with 4 TLs and driving team performance . Supervised operations team to support operational excellence and excellent customer service.
- Coordinated with General Manager in different operational issues and promotional activities.
- Important metrics that have been driven were ACHT , Voice of Customer , Call Quality , First Time resolution ,Repeat contact reduction and Service Level
- Handling monthly business reviews with the internal & external stakeholders on performance , migration plans
- Empowering team leads and front end associates with knowledge and tools of working towards process efficiency , using operational excellence tool to eliminate waste in process
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Strong Experience with customer service delivery which majorly revolves with Customer Satisfaction .
- Marketplace Supported - United Kingdom & United States
Operations Team Leader
Wipro Limited
Kolkata
01.2016 - 10.2019
- Handling a group of 20 agents handling inbound chat and calls , and driving team performance to carter British Telecom Broadband & BT TV related queries and complaints . The agents also dealt with billing disputes and resolve the customer's complaint by providing appropriate solution .
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Ensuring major metrics like ACHT , NPS , First Contact resolution is met for team by doing outlier management and coaching
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Kept team activities in compliance with safety, regulatory and environmental guidelines.
- Marketplace Supported - United Kingdom
Subject Matter Expert
Wipro Limited
Kolkata
08.2015 - 01.2016
- Worked closely with team lead in managing a team of 30 associates and helped team in breaching process related knowledge gaps . Designed and prepared technical reports, studies, and related documentation.
- Monitored and tracked user progress to identify improvement opportunities on the critical metrics like ACHT , Customer Satisfaction , Resolve Rate , Reopen Rate .
- Improved user productivity and efficiency through system training and support.
- Dealing with escalation and complex issue for team to ensure that customer gets resolution
- Marketplace Supported - United Kingdom
Customer Service Associate
Wipro Limited
Kolkata
07.2014 - 08.2015
- Responded to approximately 30 - 35 customer calls and emails to answer questions about products and services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Provided training and support to new associates to help provide high-quality customer service.
Education
BBA - Business Administration And Management
Amity University
Noida 03.2021 - 04.2024
Bachelor of Arts - Arts
IEC University
07.2017 - 08.2019
Skills
Performance Management
People Management
Stake Holder Management
Employee Engagement
Client Engagement
Organizational Development
Cost reduction strategies
Report generation
Work flow planning
Accomplishments
- Got recognized with GEM Awards for 3 consecutive quarters Q4,23 , Q1'24 & Q2'24 in Amazon for being top performer along with driving initiatives at a process level
- Earned the Pride of British Telecom Award being the top TL for Q3 FY16 -17 , Q4 FY18 –19
- Most Improved team award in AT&T Nodal project for reducing the team’s backlog by 80% in the month of Apr ‘22
- Best people’s manager award in the financial year 2020-2021 for taking active participation by helping the associates in enabling WFH during Covid
- Outstanding performer award of the quarter for driving the NPS performance for the desk for AT & T Account in 2020-2021
- Holds the credit of handling an entire queue in AT&T and deal with both external & internal stakeholders end to end
Certification
Certified Lean Six Sigma Green Belt , Wipro Internal
Timeline
Team Manager
Amazon
08.2022 - Current
BBA - Business Administration And Management
Amity University
03.2021 - 04.2024
Assistant Manager
Wipro Limited
10.2019 - 08.2022
Bachelor of Arts - Arts
IEC University
07.2017 - 08.2019
Operations Team Leader
Wipro Limited
01.2016 - 10.2019
Subject Matter Expert
Wipro Limited
08.2015 - 01.2016
Customer Service Associate
Wipro Limited
07.2014 - 08.2015
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