Preetam Ghosh
Kolkata
Summary
Associate Director with extensive experience in P&L management and operational excellence at Concentrix. Led growth initiatives that improved client satisfaction and strategic planning. Skilled in utilizing technology for training enablement and building high-performance teams to meet business goals.
Overview
23
23
years of professional experience
Work History
Associate Director
Concentrix
Kolkata
06.2021 - Current
- Managed P&L of business operations, developing and executing overall business strategy to drive profitability.
- Operational Excellence: Driving operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
- Led high-performance teams to improve organizational efficiencies and build scalable business processes and infrastructure.
- Strategic Planning: Leading cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).
- Business Growth: Leading & collaborating efforts with the solutions team for market opportunities.
- Supporting business growth by collaborating with Sales & marketing across geographies.
- Leading an Indian based Travel account of 700 FTE across 3 locations.
- Aligned delivery capabilities with pipeline demand to enhance service availability.
- Design and run scaled operations with a data-oriented approach.
- Led business initiatives by providing clear vision and direction for growth.
- Ensured client satisfaction by becoming 'Voice of the Customer' and establishing strong relationships with clients.
Location Leader
Concentrix
Bhubaneswar
02.2023 - 01.2025
- Expanded business by securing new logos across two sites.
- Participated in deal calls to steer opportunities toward Bhubaneswar location.
- Guided solution architects in developing pricing strategies to improve competitiveness.
- Optimized key cost drivers to enhance profitability and strengthen margins through weekly governance.
Service Delivery Leader – E-Commerce
Concentrix
Ranchi
06.2021 - 02.2023
- Lead a large e-commerce account of 1000 FTE WFH across 5 locations, 100% Work from Home.
- Managed growth from 550 to 1000 FTE across Ranchi, Kolkata, Pune, Vizag & Chennai in full WFH model, enhancing operational scalability.
- Achieved YoY business growth while delivering on topline and GM commitments.
- Conducted weekly financial reviews with WFM & Finance to optimize cost structures.
- Ensured governance on floor hygiene — attendance, attrition, staffing hours, payroll accuracy, and production KPIs, maintaining service delivery standards.
- Led all MBR/QBR reviews and client visits.
- Led annual contract renewals and price revision discussions, securing favorable terms for continued partnership.
- Managed audits related to Global Security, ID Management & Fraud Management.
Call Center Vertical Head
Aircel Limited
08.2015 - 06.2019
- Outsourced call center operations across forecast, hiring, training & readiness.
- Facilitated hiring and training processes, conducting performance reviews to ensure partner alignment with operational standards.
- Enabled partners to expand into additional lines of business, converting operations from cost center to profit center.
Business Manager
Bharti Airtel Limited
06.2008 - 08.2015
- Managed strategic partners’ operations, readiness & staffing.
- Monitored KPIs per contractual SLAs and conducted performance reviews with partner leadership to enhance operational alignment.
- Coordinated transitions for ramp-ups/ramp-downs.
- Evaluated contact center data, identified performance gaps, and implemented corrective actions to improve service quality.
- Collaborated with Contact Experience Team to share VOC insights.
- Achieved repeat caller reduction targets by executing corporate-driven programs that addressed customer feedback.
Deputy Manager
IBM Daksh
Kolkata
05.2005 - 06.2008
- Oversaw ~150 employees, supported by 3–4 Assistant Managers and 8 Team Leaders, ensuring effective team operations.
- Improved client sentiment by analyzing feedback and implementing actionable insights.
- Led team meetings to discuss project updates and operational challenges.
- Coordinated cross-departmental communication to enhance workflow efficiency.
- Developed training materials for onboarding new team members effectively.
Process Developer
GE International Capital Services
Kolkata
10.2002 - 05.2005
- Managed dollar collections, adherence to FDCPA guidelines, and call quality.
Education
BBA - Commerce
St Paul Boarding & Day School
Kolkata West Bengal03-2002
Skills
- Profit and loss accountability
- Operational efficiency
- Strategic development
- Customer relationship management
- Tech integration
- Business analytics
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Bengali
Upper Intermediate (B2)
B2
Assamese
Upper Intermediate (B2)
B2
Accomplishments
Top Performer in 2022 for growing the account from 550 to 1000 FTE
Timeline
Location Leader
Concentrix
02.2023 - 01.2025
Associate Director
Concentrix
06.2021 - Current
Service Delivery Leader – E-Commerce
Concentrix
06.2021 - 02.2023
Call Center Vertical Head
Aircel Limited
08.2015 - 06.2019
Business Manager
Bharti Airtel Limited
06.2008 - 08.2015
Deputy Manager
IBM Daksh
05.2005 - 06.2008
Process Developer
GE International Capital Services
10.2002 - 05.2005
BBA - Commerce
St Paul Boarding & Day School