Rupak Chatterjee
Business Process Outsourcing
Bangalore,Karnataka
Summary
Experienced business leader with two decades of management, strategy, and operational success in the BPO industry. Skilled in team building and talent development, with a proven track record of exceeding company goals in fast-paced settings. Known for pioneering management techniques that improve business processes, elevate productivity, and increase profits. Strongly committed to delivering exceptional customer satisfaction and building long-term loyalty. Customer-oriented General Manager with 20 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
21
21
years of professional experience
1
1
Certification
Work History
General Manager – Operations
IEnergizer IT Services
4 2022 - Current
- Responsible for service delivery for Banking Credit Card client and ensure KPI delivery, People Management, P&L Management for the account
- Successfully ramped-up process from 5 employees to 600+ employees and 45 support staff
- Implemented stack ranking based performance management contest in the process which helped in Increase in overall performance
- Handled overall Inbound Customer Service, Onboarding and Retention performance for South region (Kannada, Tamil, Malayalam and Telugu languages)
- Managed Payment Gateway process (Razorpay) which is focused towards resolving every Merchant’s Issue with utmost CSAT across various different Lines of Business.
Senior Director / Deputy General Manager
Teleperformance (erstwhile Intelenet Global Services)
06.2010 - 06.2021
- Providing strategic Leadership for multiple Accounts (Telecom / ISP / eCommerce) with combined staff of 1000+ professionals
- Improved TNPS (Touchpoint Net Promoter Score) for each line of business by Implementing automation during and post new hire training (Epiplex), focused approach, extensive call monitoring and feedback mechanism by each operations resource on each controllable factors of top call drivers
- Tagging accuracy Improved to 98% and above and met AHT target
- Created and implemented a financial restructuring strategy, establishing P&L tracking, resulting in increased cost control and profit driven budget management
- Leveraged Six Sigma strategy to align quality & service delivery with the business needs, guided effective change management and cost optimization
- Client Relationship Manager – Teleperformance SPOC for the businesses managed and was also responsible to prepare and present weekly, monthly and quarterly business reviews including monthly newsletters.
Manager Operations
Aegis Limited
03.2003 - 01.2010
- Worked for fortune 500 companies in the United States
- Executed over 150 outbound calls daily on National Marketing Group, Ecoenergy Energy and Rainbow Financial Services campaigns
- Insurance lead qualification campaign (B2B), electricity and gas supply sales for B2C customers based at New York and mortgage sales for B2C customers based at UK
- Worked as Business Development Executive for Crosslinks Business Development process
- Responsible to Increase lead generation for the process by effectively implementing strategies to reach out top decision makers at the organization and setup effective business meetings
- This even included, working on data mining activity, send business value proposition email to top executives and setup quality leads for fortune 500 companies associated with Crosslink Business Development company
- Exceeded monthly targets of sales by 40% and achieved many client accolades
- Managed cluster of businesses in domestic front
- IT sales (Yahoo India) and Customer Service (Western Union Money Transfer, Epson Printers, TTK Health care, Videocon Customer Service for their consumer durable products and Essar’s Mobile Store)
Education
Bachelor of Science -
Bundelkhand University Jhansi, India
Higher Diploma in Software Engineering - undefined
Aptech Computer Education
Skills
MS Windows 10
MS Office (Word, Excel and Power Point)
Evolving strategies to achieve customer KPI metrics for each Outbound and Inbound program and implementations of recognition programs for employee motivation
Managed Outbound Tele-Marketing Sales programs for International and domestic clients such from IT, Share trading company and telecom clients
Accountable for meeting the revenue for the program against the forecasted revenue
Formulating monthly, annual program SLA’s and develop operational plans for the achievement of these goals
Daily, Weekly and Monthly Performance reviews of teams Handling on time accurate Invoicing and payment collection from the customers Implemented performance-based score card for each level in Operations
Client Servicing - Attending to client concerns and complaints Undertaking steps to effectively resolve them Conducting CSAT surveys to gather customer’s feedback Building and maintaining cordial business relations with major corporate clients, ensuring customer satisfaction by achieving delivery and service quality norms
Change Management
P&L / Budget Optimization
Productivity Management
Process Automation
Continuous Process Improvement
Contract Negotiation
Outbound / Inbound Operations
Service Quality Management
Revenue Growth
People Management
Cost Control
Vendor Management
Operations Management
Customer Relationship Management
Team Leadership
Project Management
Performance Improvement
Operations Oversight
Customer Retention
Business Development
Leadership and team building
Quality Management
Effective leader
Expense Control
Workflow Planning
Project Planning
Schedule Management
Budget Analysis
Strategic Planning
Staff Motivation
Contract Negotiations
Client Relations
Time Management
Training and Development
Relationship Building
Analysisskills
- Perform Data analysis for Outbound and Inbound projects which highlight specific opportunities for process Improvement.
- Dialer management and strategies for improvement in contact rate. P&L analysis to optimize EBIT performance.
- Detailed Voice of Customer for Process Improvement.
- Work force management strategies to optimize inbound service level performance.
Growthpath
- March’03 – March’04: Customer Care Executive (worked in US program)
- March’04 – March’05: Sr. Customer Care Executive (US and UK program)
- March’05 – March’06: Team Leader – Operations (US program)
- March’06 – March’07: Assistant Manager – Operations (US program)
- April’07 – January’10: Manager – Operations (India program)
- June’10 – April’17: Senior Manager - Operations, Teleperformance (India)
- April’17 – January’20: Director – Operations, Teleperformance (India / Qatar)
- June’20 – June’21: Sr. Director – Human Resource, Recruitment (TP South)
- April’23 – Present: General Manager, Operations
Notableaccomplishments
- TOPS TTT Certified – Delivered training for TL and above at organization level on Teleperformance Operations Processes and Standards.
- Best Operations Manager Category Award 2012 – Serco Pulse Awards, Mumbai. Best Agile Partner Award.
- Best Performing Site PAN India for MNP (Mobile Number Portability). Received the “Best Employee Award” of the year 2005.
- Novell certified sales person. Linux certified sales person.
- Certified Six Sigma Green Belt, QAI.
- Aegis Ace Graduate – 1 Year employee development program.
- Received Best Service Delivery Leader Award for North Region for the year 2016-17.
- Attended training for COPC – 2000 CSP Standard (Release 4.3) 1.0 – Leadership and Planning 2.0 – Processes 3.0 – People 4.0 – Performance
Skypeid
rupak.chatterjee
Customerprofile
- Outbound Virtual Relationship Management, 100, Handling end to end customer services through Outbound and Email support. Handling account management of the corporate customers. Collections and Bad Debt Management. Retention and Upselling of High end Sales Leads.
- Outbound Seller Support for eCommerce company in India, 200, Outbound and Email support for Dispute and Non Dispute Line of Businesses. Key Performance Metrics – RSAT%, Re-Open%, Login Hours and Quality score.
- High Value Acquisition and Winback Outbound, 196, Top Telecom operator providing Acquisition of customers and Winback activities for PAN South customer base. Program Type – Outbound Lead generation. Key Performance Metrics – Contacts, Sales Leads, Login Hours and Quality.
- Tele-Verification, 300, Handling Inbound and Outbound customer document verification for a reputed Telecom company for their South and Delhi Prepaid, Post-paid and Fixed Line customer base (Customer Experience division). Program Type – Inbound and Outbound document verification. Key Performance Metrics – Quality, Service Level, Answered Level, AHT, Contacts and Login Hours.
- Inbound Customer Service (Domestics), 400, Handling Inbound customer service for CDMA and GSM customer base of North circles. Program Type – Inbound customer service. Key Performance Metrics – Quality, Service Level, Answered Level, AHT, Contacts and Login Hours.
- Inbound Customer Service (International), Inbound customer service and Webchat support for Consumer as well as Business customers for Qatar based Telecom company and provide services in English, Malayalam, Hindi and Arabic. Program Type – Inbound Customer Service, Outbound Telesales, Webchat Support. Key Performance Metrics – TNPS, Quality, Service Level, Answered Level, AHT, Contacts and Lead Generation
Contactaddress
Flat#412, GR Sagar Nivas, Rayasandra, Hosa Road, Bangalore, Karnataka, 560099
Personal Information
- Date of Birth: 06/14/81
- Nationality: Indian
- Marital Status: Married
Languages
English
Bilingual or Proficient (C2)
Certification
Six Sigma Green Belt
Timeline
Six Sigma Green Belt
03-2019
Senior Director / Deputy General Manager
Teleperformance (erstwhile Intelenet Global Services)
06.2010 - 06.2021
Manager Operations
Aegis Limited
03.2003 - 01.2010
General Manager – Operations
IEnergizer IT Services
4 2022 - Current
Bachelor of Science -
Bundelkhand University Jhansi, India
Higher Diploma in Software Engineering - undefined
Aptech Computer Education