Shoubik Bhattacharya
Bengaluru
Summary
Contact Center Manager with 16 years of experience with a strong track record of leading high-performing teams and delivering exceptional customer experience in a fast-paced retail environment. Skilled in operations management, workforce planning, process optimization, and implementing customer-centric strategies to drive efficiency and satisfaction. Passionate about building engaged teams, leveraging technology to enhance service delivery, and ensuring seamless customer support aligned with organizational goals. Committed to operational excellence and continuous improvement to support Walmart’s vision of saving people money so they can live better.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Contact Center Manager
Walmart Global Tech
Bengaluru
08.2024 - Current
- Manage a team of 14–20 HR Associates handling inbound HR service queries via Workday and related systems.
- Deliver regular coaching, feedback, and performance management to enhance team capabilities.
- Drive hiring, onboarding, and training initiatives ensuring seamless integration of new team members.
- Monitor key metrics (CSAT, Quality, AHT, Hold Time, FCR) and implement operational improvement strategies.
- Act as escalation owner, building strong stakeholder partnerships with HR, IT, Workforce, Legal & Compliance.
- Leverage AI and emerging technologies to streamline processes and improve service delivery.
- Lead projects focusing on process enhancement, automation, and employee experience transformation.
- Promote associate engagement and recognition programs to build a high-performance culture.
Team Leader Customer Service
Groupon Shared Services Pvt LTD
Bengaluru
02 2018 - 07.2024
- Team Management:
- To develop and manage a team of a motivated associates individuals towards common team goals and SLAs
- Managed curbing Attrition by conducting one to ones and managing agent/team expectations
- Handled Monthly Team Performance Reviews and behavior management
- Conducting Associates -One to One's, feedback, performance evaluation reviews
- Performance Management: Monitoring of key performance indicators across all service deliverable
- Bench marking targets to meet business goals
- Demonstrated strong analytic and problem-solving skills Help improve service delivery by improving contextual understanding of business
- Effective liaison with various departments within the company to gain support and resolve issues
- Service Delivery: Apply Service delivery strategy on Contact Reduction projects, quality management projects for driving Resolution Rate 65%, CSAT 80%, Productivity (Chats+ Emails) Avg, of 10 Prod Hours per Month, Quality 95% , Absenteeism 5%
- Create a productive work environment for individuals and Lead Leadership Imperative programs for direct reportees, drive career path for employees, attrition management
- Drive Performance Management Collect performance data analyze and publish.
- Cultivated environment to encourage continual process improvements.
- Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Managed workflow to continuously exceed quality service goals.
- Sustained continuous improvement by implementing customer interface management systems through email marketing, live chat services and social media.
Team Leader Operations
Convergys India Services India LTD
Bengaluru
12 2009 - 02 2018
- Service Delivery: Apply Service delivery strategy on Contact Reduction projects, quality management projects for driving FCR at 78% and Resolution 88%, Service Level at 80%, and ASA 10 Sec
- Create a productive work environment for individuals and Lead Leadership Imperative programs for direct reportees, drive career path for employees, attrition management
- Drive Performance Management Collect performance data analyze and publish
- SLA Delivery through performance issues in a timely and professional manner
- Customer Service/Technical Adherence, FCR, AHT, Average Wrap Time, Escalations
- Team Management:
- To develop and manage a team of a motivated associates; align all tangential ideas and thoughts of individuals towards common team goals and SLAs
- Managed curbing Attrition by conducting one to ones and managing agent/team expectations
- Handled Monthly Team Performance Reviews and behavior management
- Conducting Associates -One to One's, feedback, performance evaluation reviews
- Performance Management: Monitoring of key performance indicators across all service deliverable
- Bench marking targets to meet business goals
- Demonstrated strong analytic and problem-solving skills Help improve service delivery by improving contextual understanding of business
- Effective liaison with various departments within the company to gain support and resolve issues
- Continuous Improvement: Continual Service Improvement Initiatives - Root Cause Analysis; Action plans and Tracker; CSAT analysis and close looping; Metrics analysis and close looping Creation, updating of KB articles and of new processes to ensure better productivity Identifying incident ticket audit failures and recommend the best practices to be followed in-order to increase the compliance percentage
- Analyze closed problems to identify trend and take necessary action
- Regularly monitoring the effectiveness of critical incident risk control measures and rectify any deviations from procedures Drive the Critical incident calls effectively, which involves the technical team, clients, management and vendors if required
- Establishing key areas of process improvements on client conference calls with the sole objectivity to enhance customer experience at overall process level
- Conduct weekly review meeting with team and identify gaps to take corrective action
- Profile: In, Key responsibilities: Responsible for leading new hires and ongoing training initiatives
- Coordinate with PT L's regarding ongoing development & Training
- Proactively send the process updates and ensure 100% quality
- Coordinate and assist the training team regarding ongoing development and training Analyze daily tracking including end of day course evaluations and trainee assessments and make Plan complete transition actions
- Conduct Process related and technical triages for the existing agents in Microsoft information worked and Microsoft up & Running.
- Improved productivity and customer service levels in collaboration with Operations Manager.
- Established and communication daily priorities to guide team activities.
- Supervised daily operations, acting as point of contact for any queries or obstacles.
Escalation Officer
Convergys India Services pvt ltd.
Bengaluru
12 2009 - 02 2018
- Work on Escalated Incidents (Incidents which are sent the Escalation team by FLs as they are not able to resolve the issue), providing resolution by performing end to end troubleshooting keeping Customer satisfaction in mind
- Identifying, logging and diagnosing the incidents
- Queuing the incidents to the functional/hierarchical levels as per their Responsible for handling incidents spontaneously based on their severity level
- Post resolutions, troubleshooting steps for the Escalated incidents on common forums in CVG
- Constant interaction with PTLs and frontier Team for updates on products and plan troubleshooting steps for certain issues
- Being on client calls, to handle escalation calls (MS Hot Incidents) Timely follow up on escalation and any process gaps from the client end
- Provide technical assistance to FLs to handle incidents
Education
BSc ISM - Information System Management
SRM Arts and Science College
Chennai12th -
Holy Cross School (ICSE)
Agartala Skills
- Team management and leadership
- Operational excellence
- Employee engagement
- Service delivery and support
- E-commerce strategies
- Process improvement
- Effective communication
- Problem solving
- Cross-functional collaboration
- Stakeholder management
- Change management
- AI and technology enablement
- Hiring and Training
Certification
- Six Sigma Yellow Belt by COPC
- Six Sigma White Belt
Languages
Hindi , English and Bengali
Additional Information
I sincerely acknowledge that all details furnished in this Resume are true to the best of my knowledge.
Timeline
Contact Center Manager
Walmart Global Tech
08.2024 - Current
Team Leader Customer Service
Groupon Shared Services Pvt LTD
02 2018 - 07.2024
Team Leader Operations
Convergys India Services India LTD
12 2009 - 02 2018
Escalation Officer
Convergys India Services pvt ltd.
12 2009 - 02 2018
BSc ISM - Information System Management
SRM Arts and Science College
12th -
Holy Cross School (ICSE)
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