PROTICK BASU
Manager
Bangalore
Summary
Project management professional with a history of meeting company goals utilizing consistent and organized practices. A diligent, result-oriented & accomplished ITIL Certified professional, offering nearly 15+ years of experience in Project Management| Workforce Management| Service Delivery | ITIL in IT & ITeS. Currently working with Amazon Development Centre (India) Private Limited, Bangalore as Manager. Expert in Data Analytics & Modeling, Programming Language, PMO, Strategy Planning & Analysis. Capable of improving efficiency, by various process improvement & automation ideas, collaborating with different line of business, developing, optimizing & customizing reports using automation techniques and developing business reports, dashboards & outputs. Skilled in automating existing & new reports using Excel, detailing and documenting performance impacts to leadership, supply and demand alignment, recruitment and training projections while estimating the impacts of events (business & functional impacts) on staffing forecasts and histories. Proficiency in mapping business processes and studying requirements, designing, implementing and workforce transitioning, processes, solutions, in line with the guidelines specified by clients, ensuring business functionality & enhancement of competitive advantage. Exhibited excellence in managing service operations with key focus on identifying accounts, defining SLAs, Contracts, SOPs, top line & bottom-line profitability by ensuring optimal utilization of resources. Expertise in numerous service quality improvement projects from diverse domains, skilled in managing overall functions for executing projects involving scoping, estimation, initiating, human resource mobilization, structured communication, management & execution, reviews within cost & time parameters. A keen communicator with honed interpersonal, problem-solving and analytical skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager
Amazon Development Centre (India) Private Limited
Bangalore
2020.11 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Achieved departmental goals by developing and executing strategic plans to scale 5000+ headcount worldwide.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Coordinated with the IT department to upgrade the technology infrastructure, enhancing operational efficiency and data security.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Fostered partnerships with industry leaders, enhancing the company's reputation and creating new business opportunities.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Developed a comprehensive risk management plan, minimizing potential disruptions to business operations.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Spearheaded transition to remote work during the global health crisis, ensuring business continuity and employee safety.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Senior Analyst- Workforce Management Lead
Accenture Solutions Pvt. Ltd.
Mumbia
2017.02 - 2020.11
- Directing Workforce Management Team for overall capacity planning, scheduling & metrics reporting
- Organizing & leading capacity planning meetings with leadership team; informing capacity plan in detail by using models to share best practice & recommendations with them
- Administering areas or teams within scope, including distributing work load; liaising with people recruitment & training & cost management
- Steering future delivery projection meetings with strategic forecast distribution & staffing model
- Interfacing with Internal AI Team to understand and improve chat BOT system to manage contact-center arrival rate
- Developed & automated Service Level & Real-time performance reports.
Shift Lead- Workforce Management Lead
HCL Technologies Ltd.
2014.03 - 2017.02
- Spearheaded staffing, planning, delivering SLA for IT Service Desk; worked closely with site leads/department heads to improve/develop staffing strategies; resolved Incident & SR while adhering to SLAs
- Examined absenteeism & attrition trends on floor; suggested corrective measure to operations to keep these leakages on check; administered & achieved internal & external customer expectation with positive attitude towards work & by ensuring commitments are met on time
- Administered various, activities including, reported metrics, managed service level, steered overall capacity planning, forecasting, scheduling; simplified, standardized & streamlined reports & process through analytical approach
- Automated critical reports in combination of Excel & VBA Macros, Example- Real-Time SLA Update; publishing Real-Time Performance/Adherence of the Desk (AHT; Break Adherence; Ticket to Call Ratio)
- Drove down AHT to an acceptable level thereby increasing productivity of team
- Completed tasks with competent cross-functional skills and ensured on-time deliverables
- Managed daily workloads for distribution to service desk agents in alignment with strategic goals & daily quota for a headcount of over 500 across globe with 4 different Lines of Business (LOB) (Call, Email, Chat & Portal) within same account while managing service level & process performance
- Created occupancy, utilization, shrinkage & productivity report to manage & optimize the account productivity at the highest level possible.
Sr. Associate
Wipro BPO
2011.08 - 2014.02
- Worked closely with the Operations Team; completed assigned tasks such as maintaining intraday staffing file, Real-time SLA performance report & Real-time team performance report & so on
- Worked: In ‘Verint’ WFM tool, to analyse historical call pattern to generate forecast, to maintain employee database & to generate Intraday-staffing plans to deliver agreed service level
- As an Administrator to manage leave & other preferences posted by agents
- With ‘BI tool’ & ‘BMC Remedy’ to create various reports to achieve strategic goals, such as - ‘Ticket to call Ratio’; (%) Traversed Ticket Ratio (TTR)- agent/Team/site wise; First Touch Resolution (FTR)- agent/Team/site wise
- Created a unique & simple weekly productivity report based on MS Excel including all basic & advance performance metrics such as attendance, ACD calls, Staff Time, AHT, Schedule Adherence, Break Adherence, TCR, TTR, FTR & most weighted ‘Weekly Stack Ranking’ created a remarkable difference between & within team.
Operation Executive
csDatamation Research Services Pvt. Ltd. (Max Life Insurance Co. Ltd., Kolkata)
2008.04 - 2010.06
- Adhered to quality standards of customer request letter & supporting documents, proposal forms & supporting documents with primary underwriting as well as agent contracting document; processed quality of customer requests through system
- Informed confirmation to the customers over telephone for quality processes & for resolution of discrepancy/counter offer; provided moral support to customer service by conveying /fulfilling queries of internal & external customers as well at the front-end
- Ensured coordination with officials / coordinators of corporate agent & also communicated MNYL HO regularly for resolution pending /complex cases
- Worked on Zonal MIS for Agent contracting and policy owner service; managed System Data Entry and RMS processes
- Managed Discrepancy/Counter Offer resolution process; networked with GO SPOCs for discrepancy resolution as well.
Education
Bachelor of Arts -
University of Calcutta
Howrah 2024.06 - 2009.06
HSC - undefined
The West Bengal Council of Higher Secondary Education
SSC - undefined
West Bengal Board of Secondary Education
Skills
Workforce Management (WFM)
Strategic Planning
Operations Management
Performance Management
Service Delivery Management
Financial Management
Project Management
Cross-Functional Teamwork
SLA Compliance Adherence
Business Planning
Complex Problem-Solving
Budget Control
Analytical Thinking
Work Planning and Prioritization
Certification
ITIL Foundation
Personal Information
Date of Birth: 12/01/87
Languages
English
Hindi
Bengali
Timeline
Bachelor of Arts -
University of Calcutta
2024.06 - 2009.06
Manager
Amazon Development Centre (India) Private Limited
2020.11 - Current
Senior Analyst- Workforce Management Lead
Accenture Solutions Pvt. Ltd.
2017.02 - 2020.11
Shift Lead- Workforce Management Lead
HCL Technologies Ltd.
2014.03 - 2017.02
Sr. Associate
Wipro BPO
2011.08 - 2014.02
Operation Executive
csDatamation Research Services Pvt. Ltd. (Max Life Insurance Co. Ltd., Kolkata)
2008.04 - 2010.06
HSC - undefined
The West Bengal Council of Higher Secondary Education
SSC - undefined
West Bengal Board of Secondary Education
ITIL Foundation
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