Partha Chakraborty
Summary
Dynamic Program Manager with a proven track record at [24]7.ai, excelling in strategic planning and team management. Achieved significant performance improvements, enhancing client engagement and KPIs. Skilled in client relationship management and change management, driving operational success and fostering talent development within diverse teams.
Customer-oriented program manager with several years of experience in strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand organizational success.
Overview
3
3
Languages
3
3
years of post-secondary education
22
22
years of professional experience
Work History
Program Manager
[24]7.ai
07.2025 - Current
- Responsible to build strategic plans for the teams and business units to achieve client goals thus by improving business opportunities.
- Currently leading two critical teams for one of the telecom clients of [24]7.ai consisting 150+ agents and supervisors/ OMs.
- Department head with the responsibility to lead the teams to achieve financial goals by directing the teams to achieve set goals and overseeing the headcount/ capacity management.
- Primary contact point for the clients for setting up targets and any new business opportunities.
- Responsible to develop internal talent pool for various positions and contribute to the business continuity plan.
- Primary contact for client deliverables and KPI achievements of the team.
- Defining the KPIs for the team by analyzing client goals.
- Currently leading social media (voice/ non-voice) and Retention team (non-Voice) chat teams to support the larger business of the client.
- Responsible for the client engagement and escalations.
- Responsible for all department level co-ordination for the LOBs and manage internal stakeholder relationships to ensure smooth functioning of the business.
- Lead various reviews at senior management level for the department.
- Primary stakeholder for all support functions and direct them as per business requirements.
- Identifying and highlighting further opportunities for services and process improvements
Group Leader (Operations Manager)
PayPal India Pvt. Ltd.
07.2019 - 08.2022
- Managed a team of 100+ employees across various processes within customer service including Social media Teams.
- Improved NPS from 10.81 to 21.69 in a quarter (Q4’20 to Q1’21) through coaching, empowering the Team mates and performance management plans.
- Reduced first response time of Social Media teams from 4 hours to 2 hours by executing staffing planning using Erlang. Was also able to reduce the team size by 7 TMs.
- Being recruitment coordinator suggested and created a group to meet the recruitment targets (60 TMs/ month) during 2019 and 2020. This was achieved by training the TLs on interview techniques.
- Improved the availability by 7 hours/ TM/ month during the initial WFH environment by implementing Make up hours thus by eliminating the downtime of Internet, Electricity etc.
- Successfully upskilled 7 TLs from basic process to critical processes by motivating and helping them to take up different trainings.
- Collaborated with Central WFM team to streamline the shift schedules thus by having better coverage.
- Part of the India team to test and implement the central BCP plan and audit delivery team.
Operations Manager
AXA Business Services Pvt. Ltd.
11.2010 - 06.2019
- Consistently delivered the SLAs for 11 months for the department which included Inbound/ Outbound, Renewal and Email support KPIs with 150+ FTEs for Bharti AXA Life Customer Service.
- Acted as a backup and managed the entire India Operations of 350+ FTEs during repatriation. Was able to get 55 TMs/ TLs absorbed to different other processes within Organization.
- Improved the retention by 3% between 01/2018 to 01/2019 by creating a transparent and trustworthy environment.
- Transitioned the AXA USA contact center from onshore to Bangalore with 12 FTEs and grew the team to 37 FTEs till 2017 end.
- Initiated the Chat functionality for Bharti AXA GI and implemented in collaboration with the stakeholders.
- Created the Quality framework by designing the QA sheet for Bharti AXA GI Contact Center.
- Enhanced the SLA by 7% of the Bharti AXA GI Inbound teams by creating FTE requirement analysis against the shift mapping.
- Ensuring all compliance and statutory requirements are met. Achieved zero NCs consecutively for 2 years.
- Career Growth - Operations Manager – 01/2018 to 06/2019
- Assistant Manager Operations – 11/2012 to 12/2017
- Process Lead Operations – 11/2010 to 10/2012
Team Leader
Scicom Contact Center Services Pvt. Ltd.
07.2005 - 10.2010
- Managed a team of 30 executives – Technical Support to ensure that both operational targets and service levels are achieved.
- Created and circulated the CSAT report on hourly basis to create awareness amongst the TMs to improved CSAT. Achieved CSAT of above 89% consistently for 6 months.
- Provide feedback to staff on escalations/ updates thus by improving their quality scores.
- Was responsible for sharing the TM performance report regularly for the entire operations.
- Ensure Compliance to all operational processes and procedures.
- Career Growth - Team Leader Operations – 09/2008 to 10/2010
- Team Supervisor – 03/2007 to 08/2008
- Customer Service/ Technical Support Executive – 07/2005 to 02/2007
Trainee Customer Care Executive
Genisys Integrating Systems (India) Pvt. Ltd.
12.2004 - 05.2005
Education
BBA
Sikkim Manipal Demeed University
06.2011 - 06.2014
Diploma in Computer Science
BangaloreSkills
- Strategic Planning
- Team Management
- Client Relationship Management
- Change Management
- Performance Improvement
- Basic P&L Management
Languages
Bengali
First Language
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Program Manager
[24]7.ai
07.2025 - Current
Group Leader (Operations Manager)
PayPal India Pvt. Ltd.
07.2019 - 08.2022
BBA
Sikkim Manipal Demeed University
06.2011 - 06.2014
Operations Manager
AXA Business Services Pvt. Ltd.
11.2010 - 06.2019
Team Leader
Scicom Contact Center Services Pvt. Ltd.
07.2005 - 10.2010
Trainee Customer Care Executive
Genisys Integrating Systems (India) Pvt. Ltd.
12.2004 - 05.2005
Diploma in Computer Science