SARMI MAJUMDER

Key Responsibilities:

1. Team Management & Performance:

Lead, motivate and manage team leaders and their teams.

Monitor KPIs and SLAs.

Drive performance improvement through coaching, feedback and action plans.

Ensure staffing levels are adequate and schedules are optimized.

2. Process Optimization:

Identify gaps in process efficiency and recommend improvements.

Implement standard operating procedures and best practices.

Lead initiatives for automation, digital transformation, or lean practices.

3. Client and Stakeholder Management:

Serve as the key point of contact for clients regarding operational day to day cycle.

Provide regular updates, performance reports and insights.

Handle escalations and ensure timely resolution of client concerns.

4. Quality and Compliance:

Ensure adherence to quality standards and compliance requirements.

Work with QA teams to monitor and improve output quality.

Conduct audits and reviews to mitigate risks.

5. Reporting and Analytics:

Analyze trends in metrics like AHT, CSAT, FCR, NPS, Compliance, attrition and productivity.

Create and present reports to senior leadership and clients.

Use data to make informed decisions for performance management.

6. People Development:

Conduct regular training and development programs by collaborating with the training team.

Facilitate career development and succession planning.

Encourage employee engagement and retention strategies.

7. Operational Planning:

Forecast volumes and plan resources accordingly.

Manage budgets and cost efficiency.

Coordinate with support functions like HR, IT, and Admin.

• Coordinated sales operations processes to streamline workflow efficiency.
• Managed inventory levels and ensured timely replenishment of products.
• Analyzed sales data to identify trends and inform operational strategies.

• Led a team of customer support agents in daily operations.
• Trained new team members on customer service protocols.
• Developed and maintained customer communication guidelines and scripts.
• Monitored team performance and provided constructive feedback regularly.
• Collaborated with other departments to resolve complex customer issues.
• Volunteered to handle complaints and issues for manager during busy time periods.
• Monitored staff performance to ensure compliance with company policies and procedures.

Monitor and manage team performance against KPIs and SLAs

Provide coaching, feedback, and support to team members

Handle escalations and ensure timely resolution

Ensure adherence to quality and compliance standards

Prepare daily/weekly performance reports

Drive team motivation and engagement

Coordinate with managers

Support training and skill development initiatives.