Nitin Dey
BPO Manager
Kolkata
Summary
Experienced into BPO/KPO & Skill development as a manager since 17 years which has Proven ability to prioritize and projects and development with attention environment demanding organizational, technical, Analytical views as per business demands.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
17
17
years of professional experience
1
1
Certificate
3
3
Languages
Work History
Manager Global Departments: L&D, Operations, Marketing & Sales
Digitys (PTS)
01.2022 - 06.2025
- Process Oversight: Manage the end-to-end process for the outsourced function (Client Support operational services, Quality team, Training & development and Sales & Marketing).
- Performance Monitoring: Creating and implementing SOP’s workflows to facilitate structured support in all areas as per the operational metrics to meet client expectations. Accurately maintaining SLA/SLO Metrics Set and track KPIs, exceeding the agreed SLAs process fairs above client expectations.
- Undertake detailed process improvement studies and up skills with the team members.
- Strengthen quality & training management processes/framework to improve delivery & performance.
- Attending weekly / monthly / quarterly and yearly business reviews.
- Handling external client complaints, coordinating for root cause analysis and preparing and issues.
- The reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.
- Compliance & Governance: Ensure operations follow contractual agreements, company policies, and regulatory requirements.
- Spearheaded cross-departmental initiatives that enhanced operational efficiency, resulting in improved project delivery timelines and stakeholder satisfaction.
- Developed and implemented training programs that elevated employee performance and engagement across global teams in L&D and Operations.
- Collaborated with Marketing and Sales to create integrated campaigns, increasing brand visibility and market penetration in competitive sectors.
- Managed resource allocation and strategic planning for global operations, optimizing workflow processes and enhancing team productivity.
Center Manager (East Zone)
Tata Strive
05.2021 - 01.2022
- Manages the day-to-day operations of a skill development center, including training, placement, and support for learners.
- Solutioning and overseeing the design and development of learning interventions around strategic initiatives that support business outcomes.
- Work with a team to plan and run all aspects of development programs, partnering with the business, vendors and HR teams. This includes participant registration, facilitator onboarding and retention, train the trainer workshops and end to end program management.
- Mobilizes learners and connects them with job opportunities, empowering them with sustainable livelihoods.
- Focuses on individual employee growth, creating personalized development plans and mentorship opportunities.
- Helps employees develop competencies and skills for present and future roles.
- Perform the tasks of monitoring, organizing, and coaching team on a daily basis. Preparing Training Modules, presentation with the training team
- Ensured effective knowledge transfer via an assortment of teaching techniques, assessment tools and continuous improvement opportunities.
- Ensuring team bonding and team interaction as to avoid attrition happening on the grounds Of dissatisfaction in the team.
- Manages onboarding programs to integrate new hires into the company culture and equip them with necessary skills.
- Spearheaded operational strategies to enhance program delivery, resulting in improved participant engagement and satisfaction.
- Developed and implemented training programs for staff, leading to improved service quality and team performance.
- Collaborated with regional partners to align resources and services, optimizing outreach and community impact.
- Analyzed center performance metrics to identify areas for improvement, driving data-informed decision-making initiatives.
Training Manager
APOLLO HEALTH STREET
02.2018 - 12.2020
- Strengthen quality & training management processes/framework to improve delivery & performance.
- Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.
- Managing the team target as well as individual target of team members
- Represent the team in meetings and conference calls with Clusters.
- MIS reporting as well as optimum utilization of resources & system.
- Proven abilities in maintaining excellent employee and customer satisfaction indexes.
- Developed and implemented comprehensive training programs to enhance employee performance and ensure regulatory compliance.
- Collaborated with department heads to identify training needs, resulting in tailored instructional materials that improved staff competencies.
- Led cross-functional workshops that strengthened team dynamics and increased overall productivity within the organization.
- Evaluated training effectiveness through feedback and assessments, continuously refining strategies to meet evolving organizational goals.
Process Trainer Technical
Limtex Infotech
11.2014 - 12.2017
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize overall customer experiences.
- Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client.
- Organizing MIS of customer complaint and presenting in monthly Quality Review.
- Strong and regular interaction based on results with the clients in Weekly Tele-Conference calls
- Handling client and customer escalations on phone and e-mails.
- Developed and delivered comprehensive training programs, enhancing employee performance and increasing operational efficiency across teams.
- Designed customized learning materials and resources, leading to improved knowledge retention and skill application among participants.
- Facilitated workshops and training sessions, fostering collaborative learning environments and driving engagement among diverse employee groups.
- Analyzed training outcomes and feedback, implementing continuous improvements that led to more effective training methodologies and content.
Helpdesk Analyst
TNS Kantar ITP
08.2011 - 08.2013
- Resolving customer quarries and processing sale of team member. Explaining about the benefits of the product customer purchase and processing the payment through credits bridge through gateway and raise a request to the delivery team.
- Successfully managed multiple, high priority escalations with competing deadlines.
- Employed technology as appropriate across various learning environments.
- Standardized and organized training modules, digital folder structure (Sharepoint) and naming conventions across Global Shared Services Training.
- Document all calls with regards to participant inquires accurately using Call Tracking System.
- Provide quality customer service on every call.
- Communicate clearly and effectively with participants.
- Promote teamwork and call center success.
- Provided technical support to end-users, resolving system issues efficiently, enhancing overall productivity and user satisfaction.
- Monitored and managed ticketing systems, ensuring timely resolution of inquiries and maintaining service level agreements.
- Conducted training sessions for new staff on software tools and troubleshooting techniques, improving team competency and performance.
- Collaborated with cross-functional teams to identify recurring issues, implementing solutions that reduced downtime and streamlined operations.
Voice Support Officer (Chat & Voice)
Knoah Solution Pvt Ltd
09.2008 - 08.2010
- EarthLink process (ISP Client) use to Support USA Customers
- Supporting USA EarthLink service user (customers) for the multiple quarries.
- Handling Escalation calls relate to internet issue, browser issues, and slow performance and troubleshooting them accordingly
- Resolving customer quarries and processing sale of team member. Explaining about the benefits of the product customer purchase and processing the payment through credits bridge through gateway and raise a request to the delivery team.
- Use to sell software production like Norton AV, PC Tuner, spyware blocker and windows O/S disks.
- Based on the provided details for the Voice Support Officer position at Knoah Solution Pvt Ltd, here are eight resume experience statements crafted to reflect the responsibilities and skills relevant to the role.
- Delivered exceptional customer support through chat and voice channels, enhancing user satisfaction and resolution efficiency.
- Implemented process improvements in response handling, resulting in reduced average response times and increased customer engagement.
- Trained and mentored new team members on system navigation and customer service best practices, fostering a collaborative team environment.
Education
MBA -
OSMANIA UNIVERSITY
01.2007
Skills
Highly adept at building and maintaining fruitful, beneficial relationships horizontally and vertically across organization
Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
ITIL Training and Development program 2013
Process oversight
Performance monitoring
Training program development
Client communication
Compliance and governance
Quality management
Certification
CPM - Certified Professional Manager
Timeline
Manager Global Departments: L&D, Operations, Marketing & Sales
Digitys (PTS)
01.2022 - 06.2025
Center Manager (East Zone)
Tata Strive
05.2021 - 01.2022
Training Manager
APOLLO HEALTH STREET
02.2018 - 12.2020
Process Trainer Technical
Limtex Infotech
11.2014 - 12.2017
Helpdesk Analyst
TNS Kantar ITP
08.2011 - 08.2013
Voice Support Officer (Chat & Voice)
Knoah Solution Pvt Ltd
09.2008 - 08.2010
MBA -
OSMANIA UNIVERSITY
Languages
English
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Telugu
Intermediate (B1)
Disclaimer
Date: Place: Kolkata (NITIN DEY)