JUGAL SAHA
Assistant Manager
Kolkata
Summary
Dynamic and results-driven Assistant Manager leading with high-performing teams across customer service, operations, and client management. Recognized for fostering a collaborative work environment, mentoring team members, and consistently exceeding KPIs including CSAT, SLA, and quality metrics. Adept at managing escalations, implementing process improvements, and driving team engagement to deliver exceptional service outcomes. Strong communicator with a strategic mindset, passionate about team development, customer satisfaction, and achieving operational excellence.
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Assistant Manager
Venturesathi business services llp
- 07.2025
- As an Assistant Manager, I was responsible for overseeing the end-to-end management of the International Travel Process (Flix), ensuring smooth service delivery and operational excellence across global customers. My role involved leading a team of associates handling travel-related queries, including bookings, cancellations, rescheduling, refund management, and travel policy clarifications.
- Key responsibilities included:
- Supervising daily operations of the international travel desk to ensure seamless support for customers across multiple countries and time zones.
- Driving service quality, CSAT improvement, and SLA adherence, ensuring that the team consistently met or exceeded performance targets.
- Managing escalations and acting as the primary point of contact between clients, customers, and internal stakeholders to resolve critical issues.
- Coordinating with cross-functional teams to ensure compliance with international travel regulations, company policies, and process requirements.
- Conducting performance reviews, skill assessments, and refresher training sessions to enhance the team’s knowledge base and service delivery standards.
- Implementing new workflows, process improvements, and best practices that contributed to higher efficiency, accuracy, and customer satisfaction.
- Preparing performance reports and analytics for senior management and clients, highlighting trends, improvements, and action plans.
- Leading initiatives to motivate and mentor the team, fostering a culture of accountability, collaboration, and continuous improvement.
- Project / Process Handled – International Travel Process (Flix)
Team Leader
Teleperformance Global Services Private Limited
09.2022 - 06.2025
- Lead, coach, and motivate a team of customer service representatives. to achieve performance targets and deliver exceptional customer experiences.
- Monitor and analyze team performance using, KPIs and KRAS such as CSAT, AHT, FCR, quality scores and Shrinkage /attrition, driving continuous improvement through action plans.
- Handle escalations and complex customer issues, ensuring timely resolution and high satisfaction.
- Conduct regular team huddles, one-on-ones, and feedback sessions to align goals, address challenges, and nurture talent development.
- Implement process improvements by identifying operational bottlenecks and collaborating with quality and training teams.
- Ensure compliance with company policies and SLAS, maintaining consistent service standards across shifts.
- Manage staffing, attendance, and scheduling, ensuring optimal coverage and performance during peak and off-peak hours.
- Support new hire onboarding and training, accelerating ramp-up time and ensuring team readiness.
- Prepare and present daily/weekly
- Worked with teleperformance is a global digital business services company that provides outsourced customer experience management and other high- value specialized services. They are a leading provider of omnichannel customer experience, offering services like customer care, technical support, consulting, and analytics.operates globally, with a large presence in India, and leverages technology and human expertise to help companies optimize their performance and enhance customer interactions.
- Project / Process Handled – Amazon Business ( India & North America)
Team Leader
Fusion BPO Services PVT. LTD
07.2021 - 01.2022
- Project's and Responsibilities - OYO (Sales) and TVS Insurance
- Managed customer support operations as a Team Leader
- Facilitated a high standard of customer service
- Handling customer service and escalation management for OYO Hotels (Hospitality) and a leading Insurance client (Health/Life/General), ensuring SLA and quality compliance.
- Led and motivated a team of 12-18 associates, delivering consistent performance in both voice and non-voice support channels.
- Resolved complex booking issues, refund disputes, and policy queries, ensuring timely and empathetic solutions aligned with client expectations.
- Monitored key performance indicators (KPIs) such as CSAT, AHT, adherence, and call quality, driving continuous improvement across both domains.
- Conducted process-specific training sessions, keeping the team updated on new OYO campaigns, insurance products, and compliance regulations.
- Fusion formerly handling BPO Services, and customer experience solutions for offers a wide range of Business Process Outsourcing (BPO) services supported by a robust infrastructure and a well-defined global delivery model
- Project / Process Handled – ( Oyo )
Customer service associate, SME
Tech Mahindra Limited
08.2017 - 06.2021
- Project - Vodafone (Domestic)-
- Handled inbound and outbound customer interactions professionally, resolving queries related to orders, services, or billing across multiple channels (voice, chat, and email).
- Maintained high standards of customer satisfaction (CSAT) by providing timely, accurate, and empathetic responses.
- Achieved performance targets in AHT, FCR, and Quality Scores, contributing to the team's overall service excellence.
- Followed company policies and process workflows, ensuring compliance and data protection standards.
- Provided feedback to leadership on recurring issues or customer pain points to support process improvements.
- Subject Matter Expert (SME) -
- Highlight your accomplishments, using numbers if possible.
- Tech Mahindra is a global information technology (IT) and business process outsourcing (BPO) company. It's known for providing consulting, digital transformation, and technology solutions to businesses across various industries worldwide. Headquartered in India, Tech Mahindra operates in over 90 countries and is part of the Mahindra Group, a large multinational conglomerate.
- Project / Process Handled – (Vodafone)
Education
BA (Honors) - undefined
Netaji Subash Chandra Bose Open University
Kolkata, India05.2021
Skills
Microsoft Power Point
Microsoft Word
Pivot Table
Customer Satisfaction (CSAT)
Improvement
Escalation & Complaint Resolution
Coaching, Training & Development
SLA & KPI Management
Conflict Resolution & People Management
Process Improvement & Root Cause Analysis
Client Coordination & Reporting
Certification
Six Sigma, black belt, DAMIC, Email etiquette
Accomplishments
- Leadership and Performance Excellence
- First joined as Associate inTech-Mahindra on 8 aug-2017 and after 1 and half year got selected as a L2 there after 7 month got promoted as a SME( subject matter expert)
- Won best associate award for 18 time in TECH_MAHINDRA..
Core Strengths / Leadership Competencies
- Leadership & Team Building - Skilled at inspiring, mentoring, and developing high- performing teams with a focus on collaboration and accountability.
- Confident in handling complex issues and escalations with a calm, solution-oriented approach.
- Dedicated to enhancing customer experience through empathy, active listening, and swift resolution of concerns.
- Strong ability to track KPIs, analyze trends, and implement action plans to drive consistent team success.
- Clear, respectful, and persuasive communicator with a talent for motivating teams and engaging stakeholders.
- Proactive in identifying workflow inefficiencies and initiating changes to improve productivity and service quality.
- Experienced in managing interpersonal team conflicts and turning challenges into growth opportunities.
- Thrive in fast- paced, evolving environments while maintaining focus on goals and team morale.
Timeline
Team Leader
Teleperformance Global Services Private Limited
09.2022 - 06.2025
Team Leader
Fusion BPO Services PVT. LTD
07.2021 - 01.2022
Customer service associate, SME
Tech Mahindra Limited
08.2017 - 06.2021
Assistant Manager
Venturesathi business services llp
- 07.2025
BA (Honors) - undefined
Netaji Subash Chandra Bose Open University