Rupak Chatterjee

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.

• 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.

• 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

• 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

• 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

• Date of Birth: 06/14/81
• Nationality: Indian
• Marital Status: Married

Six Sigma Green Belt