Gourab Sarkar

Portfolio:

Revenue: £4.2 million (in-house) + £1.8 million (Outsourced) | Combined overall yearly revenue ~£6 million

Currently managing a total team of 1300+ FTEs across Messaging (Chat) and Back Office (Offline) queues across Gurgaon & Kolkata supporting sales and service for UK based BT/EE/Plusnet customers

Team size: 1300+ FTEs, 9 Operations Managers, 75 team leaders,1 Quality Manager, 5 Quality Leads and 5 Sales Coaches

Roles & responsibilities:

• Managing end to end sales and service operations for UK based customers
• Partner Management: Managing 2 third party outsourced vendors running service operations with a combined HC of 850 FTEs
• Transformation: Migrating UK customer base to our newest platform by 2026 | 100% fibre transformation in UK by 2027
• Driving efficiency by end to end automation of Quality tools and reporting through Sprinklr and copilot
• Growth and efficiency based capacity planning with Workforce management
• Driving positive GM and EBITDA across both in-house and outsourced portfolio
• Stakeholder relations | Vendor management | Business reviews
• Driving process improvements & innovations
• Led cross-functional teams to achieve project milestones and deliver high-quality results

Portfolio: 4 International clients based out of US & Canada

HC support: 1250 India | 2200 Philippines

Company Overview: Billion-dollar Company providing Hybrid IT Management services

• Managed end to end operations with support from WFM, Training and Quality
• Growth and backfill capacity planning with Workforce management
• Driving positive GM and EBITDA based on triage for all the accounts
• Attrition management | Engagement events
• Client relations | Business reviews | One on Ones with Vendor Managers | CRMs
• Compliance Audit - Ensure all accounts are certified and compliant based on SOW
• Driving process improvements & innovations
• Transitioning new accounts
• Site engagement leader

Training & Quality head for the location

• Team size: 32 QA's, 24 process trainers, 5 reporting analyst & 5 deputy managers
• Managing transaction Quality support for Canada based telecom provider
• Quality Audits | CTC \ Calibrations | Business Insights | WBR/MBRs

• NHT batches, Refresher Trainings
• ILT & VILT enablement
• Training content development for new LOBs
• Transactional Quality management
• Compliance Quality management
• Coaching sustainment
• Driving process improvements & innovations
• Leading and hosting MBRs and QBRs with clients
• Enabling different LOB's to achieve client bonus/incentives and avoid penalties

• Managing the Business Excellence team of 4 Senior Analysts for a Moscow based Back-up Software Company, providing support for both Consumer & Enterprise line of business across the globe
• Developed the Quality Register containing the entire account's performance from Service Level to Quality, CSAT, Area of Improvements, covering all deliverables reviewed every week among all the stakeholders
• Got the entire account certified on ISO 20000 & 27000
• Developed process documents like Training Plan, Quality SOP, FMEA, etc.
• Lean training conducted for a batch of 16 Leads & Managers on basics of Lean Six Sigma

• Weekly & Monthly Business Review with Client on call
• Driving Lean & Six Sigma sessions, idea generation campaigns
• Preparing Weekly and Monthly Dashboards & Quality Decks
• Reports include: Pareto Analysis, Bar diagram, RCA, Pie Chart etc
• Conditional formatting, Text to columns etc
• Heading Calibration sessions (both Internal & External)
• Compliance Audits

• Worked as a QA with a U.S. Healthcare Client (Biomet Inc).

• Worked as a QA with a U.K. Telecom Client (Openreach - British Telecom).