Panchajanya Choudhury
Director Of Operations
GURUGRAM,Haryana
Summary
BPO professional with 14 years of success in developing high performance teams and designing customer-oriented programs. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging leadership skills to nurture relationships with customers and team members
Overview
13
13
years of professional experience
4
4
Certificates
Work History
Director of Operations
Personiv Contact Centers
GURUGRAM, Haryana
01.2020 - Current
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented and revised operational policies and guidelines.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
- Set team and individual KPIs and provided regular, actionable feedback.
- Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.
- Documented processes and drafted SOPs to comply with regulations and company policies.
- Monitored budget and utilized operational resources.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Monitored and coordinated workflows to optimize resources.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Mitigated business risks by working closely with staff members and assessing performance.
- Trained and guided team members to maintain high productivity and performance metrics.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
Operations Manager
Personiv Contact Centers
GURUGRAM, Haryana
06.2017 - 01.2020
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Developed systems to track and log work issues.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Formulated processes to reduce downtime and financial loss.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Deputy Manager
John Keells BPO
GURUGRAM, Haryana
10.2014 - 04.2017
- Responsible for delivering on KPI’s agreed upon with clients
- Planning/Scheduling/Forecasting based on volumes
- Involved in prioritizing tasks and activities, ensuring follow up on assigned work within ETA
- Leading a team of motivated Assistant Managers to develop and groom their team members
- Ensure timely communication of critical updates and report issues/challenges through data study and analysis
- Leverage available information to present reviews on Bi-weekly/Weekly/Monthly/Quarterly or YTD basis
- Employee engagement and motivation to boost performance, reward and recognize best performers
- Client & internal reviews on a weekly/monthly/quarterly basis on VC and Live meeting
Assistant Manager
John Keells BPO
GURUGRAM, Haryana
08.2011 - 10.2014
- Monitoring, organizing, and coaching team on a day¬ to¬day basis
Improving the team and facilitating the communication among the members of team - Exceeding and meeting departmental objectives, including conversion targets, and service level
- Creating sense of ownership within the employees and resolving employee issues, if any
- Communicating the company’s purpose, core values, vision to the front employees
- Encouraging, supporting, and motivating actively one’s peer team
Looking constantly for development as well as continuous improvement for the entire team - Ensuring that the employees follow their schedules properly as designed
- Handling escalated calls, complaints, questions, and queries as necessary
- Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets
Quality Analyst
John Keells BPO
GURUGRAM, Haryana
05.2010 - 06.2011
- Monitoring voice and chat transactions for FTEs live in Canadian partner site
- Coaching and feedback to ensure delivery of constant results on quality metrics
- Feedback provided by email or on conference call between QA-FTE and their supervisor
- Weekly Calibrations with OPS team to sync processes and suggest changes when required
- Creating and presenting review decks to the client as well as SLT of the organization
- Motivating and inspiring the team to surpass their potential
Strive for new ways continually, to increase the opportunities of sales and quality
Technical Support Executive
Quattro Business Support Services
GURUGRAM, Haryana
06.2009 - 05.2010
- Inbound Tech support for clients with Email/ Internet issues for reputed Telecom in US
- Assist new hire in the team and on floor in delivering constant results on performance metrics
- Mentored new team members with the help of call and case audits with real time feedback
- Help team in the absence of team leader to make sure performance is not affected
- Ensure adherence with respect to quality and delivery within the process
Education
Bachelor of Commerce - Commerce
Amit University
Gurugram 04.2001 -
Advance Diploma in IT - IT
NIIT
Delhi 04.2001 -
Skills
Agility & Change Management
Certification
Lean Six Sigma Green Belt
Timeline
Director of Operations
Personiv Contact Centers
01.2020 - Current
Lean Six Sigma Green Belt
06-2018
Situational Leadership II
03-2018
Operations Manager
Personiv Contact Centers
06.2017 - 01.2020
Inspire One - Communication Profiler
04-2017
Switch Gear - Coach to success
05-2015
Deputy Manager
John Keells BPO
10.2014 - 04.2017
Assistant Manager
John Keells BPO
08.2011 - 10.2014
Quality Analyst
John Keells BPO
05.2010 - 06.2011
Technical Support Executive
Quattro Business Support Services
06.2009 - 05.2010
Bachelor of Commerce - Commerce
Amit University
04.2001 -
Advance Diploma in IT - IT
NIIT
04.2001 -
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