Nilanjan Dasgupta

Implementing effective project management strategies and providing consistent guidance.

• Plan and manage various Leadership Development initiatives
• Plan, execute and manage Training Calendars for India and Global delivery centers
• Conduct learning needs analysis to understand current industry trends and requirements
• Manage vendors and procurement processes
• Conduct budget needs assessment for leadership programs
• Ensure training coverage for India and Global delivery centers by leveraging stakeholder connect
• Ensure optimized resource utilization through planning and monitoring
• Ensure complete adherence to processes, report timelines and governance frameworks
• Ensure continuous learner engagement by leveraging organization's learning assets
• Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions

Improved process efficiency by streamlining workflows, develop learning, performance improvement framework and governance

• Developed learning content, planned and managed training delivery
• Facilitated learning workshops, coaching plans and measure outcome
• Designed trackers and reports for reviews, tracking outcome and status updates
• Formulated assessment framework to measure performance and identify learning opportunities
• Interviewed, hired and trained new staff
• Executed team building by identifying individual strengths through coaching, appropriate task allocation and managing conflict
• Continued effort to build team branding by releasing Newsletters, daily learning updates and employee engagement initiatives
• Improved process efficiency by streamlining workflows, operating procedures and optimized resource utilization through proper work allocation

Ensuring training coverage and compliance for all Customer Service horizontal on T100/200 & 300 training equivalents and managing account wise interventions to enhance customer experience

• Delivered Customer Service domain certification trainings for frontline advisors to mid-level managers
• Planned and managed interventions for various clients within customer service horizontal
• Partnered with Instructional designer to revamp coaching based learning content and assessment framework
• Conducted RCAs and TNAs by gathering requirements from stakeholders to identify learning opportunities and deliver customized sessions
• Worked closely with Operations and Quality to understand performance gaps to deliver expected business outcome and improved customer experience through training, coaching and standardizing scripts
• Established connects with stakeholders to ensure training coverage and compliance

Creating and delivering an environment for internal growth and talent mobility to optimize cost and resource within the organization

• Executed and managed talent development initiatives to drive internal growth and help with succession planning
• Enhanced internal talent mobility to optimize available skill utilization
• Managed vendor and procurement process
• Liaised with various stakeholders to identify resource and skill requirement and help hire the right fit from the internal talent pool

• Conducted new hire training on the right skills and process knowledge
• Supported Operations by training people on process/ domain as a part of the growth plan to ensure high KPIs
• Monitor performance and share feedback on-the-job to improve individual performance and deliverable
• Content revamp in liaise with the Clients to keep the knowledge base up to date
• Handled and resolved escalations to ensure customer satisfaction
• One on one coaching and mentoring sessions with the talents to ensure their self-development and mitigate challenges
• Worked on Process Mapping for a Chat and Web function within the process
• Weekly knowledge tips mailers for the function
• Managing performance, discuss movers and attrition for new hires
• Create and publish performance reports to the major stakeholders for a daily overview
• Client-specific induction for every new hire batch
• New hires Admin related responsibilities- BV, creation of IDs, tracking to ensure no miss in SLA.

• Responsible for delivering CSAT
• Ensure minimum customer effort
• Deliver One Contact Resolution.

• Audit sales call to ensure 100% quality and compliance
• Weekly coaching and feedback based on audit observations
• Present Daily performance reports to the internal stakeholders and Clients
• Support training with TNIs on a weekly basis
• Conduct calibration sessions to ensure maintain consistency wrt to benchmarking and evaluation
• Conduct calibration with Clients to check variance and work to close gaps.

• Audit sales call to ensure 100% quality and compliance
• Weekly coaching and feedback based on audit observations
• Present Daily performance reports to the internal stakeholders and Clients
• Support training with TNIs on a weekly basis
• Conduct calibration sessions to ensure maintain consistency wrt to benchmarking and evaluation
• Conduct calibration with Clients to check variance and work to close gaps.