Raktim Ghosh
Operation Manager
Summary
Dynamic Operations Manager with over 7 years of experience leading and mentoring high-performing call center teams. Proven track record in designing and executing agent upskilling programs, resulting in a 30% improvement in employee retention and an 18% reduction in average handling time. Skilled at fostering a collaborative team culture while leveraging data analytics to optimize performance metrics, streamline processes, and consistently achieve organizational goals. Adept at balancing operational efficiency with customer satisfaction, ensuring sustainable growth and measurable business outcomes.
Overview
23
23
years of professional experience
Work History
Advisor
Call Center Experiences B2B/B2C. BPO
01.2003 - 05.2006
- Ensuring positive interactions, resolving issues effectively, and building rapport.
- Providing accurate information, troubleshooting problems, and finding solutions promptly.
- Handling high volumes of inbound and outbound communication efficiently.
- Maintaining detailed CRM records, logging interactions, and reporting trends and feedback.
- Answering calls, emails, and chats; identifying customer needs and clarifying information.
- De-escalating difficult situations and escalating complex issues to relevant departments.
- I assist them if they are facing a problem, and troubleshoot it.
Deputy Manager
Century Ply Pvt Ltd
04.2022 - Current
- Hiring, training and developing new employees
- Evaluates individual performance reviews and overall team effectiveness with upper management
- Presents monthly and annual call center action plans and objectives
- Help the centers with certification of the new employees
- Overseeing day-to-day activities such as attendance, talk time of the advisors and lead utility
- Prepare center performance reports on the basis of target achieved, quality parameters & training
- Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
- Helps the advisors with critical customers or service related queries
- Monitors team performance on a daily basis by listening to calls and sharing feedback to the agents
- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems
- Meets financial targets by estimating performance requirements and preparing monthly and day to day targets for the center and strategic planning how to achieve it.
- Help team to improve the process of updating the script and the quality parameters
- Assist with the development and maintenance of SOP for all areas of work
- Ensure proper calibration of scoring on all parameters is done
- Ensure that all advisors’ calls are audited in equal numbers
- Action plan to improve the BQ advisors and TNI for the advisors
- Need to determine the maximum utility of leads provided to the centers.
- Weekly monitoring of the APR report and work on the areas of improvement and achieve the monthly target.
Assistant Manager
Maviq Software Solution
08.2021 - 12.2022
- Maintain a team of 20 to 25 advisors
- Develop, maintain, trend of different key performance. And giving performance feedback to the team, appraisals.
- Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
- Provide training to the new joiner about process and help in achieving KRA and targets for the team
- Take part in hiring and recruitment of new advisors
- Help in developing a plan to accomplish sales target.
- Responsible for distributing vital information to team members in an effective, timely and clear manner.
Quality Manager
Think tomorrow
01.2022 - 04.2022
- Audit calls, emails, chats, etc.
- Conduct regular feedback sessions.
- To conduct calibration sessions with the operations, Consulting, and Technical team
- Generating daily, weekly & monthly Quality Reports
- Support management focuses on review of key drivers, metrics, and operational processes that drive KPI results
- Audit planning and Quality strategy
- Quality Assurance: Audits and feedback Delivery
- Monitoring feedback efficacy on a weekly and monthly basis
- Analyzing reasons of errors and concentrations of errors for improvement
- Ensuring RCA (root cause analysis) for escalations within operations
- Publish calibration report with calibration variance to all participants and relevant stakeholders
- Providing on floor assistance to operators and team leaders on product knowledge
- Product knowledge checks and daily sessions
- Recommending KPI changes as and when required to business to improve performance
Quality
Vodafone India Services Pvt. Ltd
03.2011 - 07.2020
- Perform transitional quality for Voice, web chat & Backoffice business.
- Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with callers.
- Designing the sustenance & improvement plan for C-SAT and NPS, analysis on D-SATS and traction of the action plan across all desks on the Qualitative Metrics.
- Awarded as the QA of the Quarter in improving the NPS score and reduction of escalation.
- Led process improvement projects that help operations meet and exceed quality standards and streamline processes to reduce cost.
- Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes.
- Represent quality functions during clients and stake-holder visits and induction for new hires.
- Manage the resolution of queries tracker according to agreed service levels acting as the first point of escalation of issues for Partners/Customers/Vendors
- Contribute to the change through Idea Generation and innovations/automation in process steps
- Publishing dashboards, Monthly Reports and TNIs based on audit data to stakeholders.
- Coaching the team on day-to-day process update and providing constructive feedback by having one-on-one session within the team individually.
- Measure and helped the operations team in doing FMEA for the different lines of business.
- Conduct quality related training whenever required for operations and QC teams
- Defining and getting the sign-offs on the SOW’s and SOP’s basis the client
Senior Executive
IBM International
01.2006 - 01.2011
- Communicating with stakeholder management to develop strategic operations goals-sand how to achieve for individuals and for the team
- Responsible for up-skilling and grooming of advisors and training of the process
- Successfully completed a cycle-time reduction project for US technical help desk based on IBM lean methodology
- SPOC for all internal operation team meeting arrangements, documentation and follow-up on actions across 2 sites
- Help in improving team performance of both internal team
- Drive NPS and Customer Satisfaction through prediction and customer comment analysis
- Help team manager with review weekly reports, dashboards and process behavior analysis to operations to identify the process gaps and enhance process capabilities
- Help the team with the escalation process and handling customer complains
- Rated annually as more than on average (Top 30%) performer three times in a row from 2007 -2010.
- Part of the Need Analysis Project with Central Learning & Development Team for identifying the workshop required to enhance customer service skills of the production agents
Education
High School Diploma -
Institute of Hotel Management
Jaipur 04.2001 -
Skills
Effective public speaking
References
available on request
Signature
Date
Timeline
Deputy Manager
Century Ply Pvt Ltd
04.2022 - Current
Quality Manager
Think tomorrow
01.2022 - 04.2022
Assistant Manager
Maviq Software Solution
08.2021 - 12.2022
Quality
Vodafone India Services Pvt. Ltd
03.2011 - 07.2020
Senior Executive
IBM International
01.2006 - 01.2011
Advisor
Call Center Experiences B2B/B2C. BPO
01.2003 - 05.2006
High School Diploma -
Institute of Hotel Management
04.2001 -