MS office
Soumalya Basu
Working As An Assistant Manager In WIPRO(Google HROps)
Kolkata
Summary
A highly motivated and confident individual with excellent communication skills and exceptional multitasking abilities who is eager to work in a highly competitive environment with a perfect challenge by contributing towards the growth of the Organization while ensuring growth in personal career. Proactive and hardworking individual focused on continuous operational improvement. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Assistant Manager
Concentrix Corporation
12.2023 - Current
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments
- Developed strong working relationships with staff, fostering a positive work environment
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles
- Defined clear targets and objectives and communicated to other team members
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Set aggressive targets for employees to drive company success and strengthen motivation
- Played a pivotal role in transition
- Managed day to day operations smoothly ensuring minimum shrinkage
- Maintained a positive atmosphere for the staff members which has yielded zero attrition
- Performance management conducted to ensure smooth progress and improvement of work
- Process improvement ideas have been initiated to reduce redundancy and waste while ensuring effectiveness of work
Assistant Manager
Wipro in GHRO
02.2020 - 04.2023
- Directed day-to-day operations and focused on attainment of key business metrics(TTFT, TTR and Experience), continuous improvement initiatives and 26 member management team with related direct reports
- Managed to clear training phase with 100% accuracy
- Managed hypercare really well and have exited hypercare with 99% of quality score
- All key parameter matrices were met at all times
- Daily connects with Google SMEs were done to download knowledge and share it with teams
- Undertaken active part in Project Simplify wherein all existing SOP documents were simplified and transferred to CC for better navigation and ease of use
- Daily connects with team members are done to maintain a healthy relationship and to manage work in an efficient way
- Created spreadsheets using Google Suite for daily, weekly and monthly reporting
- Created decks for Monthly and quarterly reviews
- TTR stands at healthy 98% and 98% and 98.2% in three consecutive financial years
- TTFT stands at 98%, 95% and 98.9% in three consecutive financial years
- Experience stands at 98%, 95% and 98.4% in three consecutive financial years
- Have taken interviews for HRO
- Managed hiring
- Created and managed MBR and QBR
- Created FMEA
- Used Performance management system in order to provide ratings to DRs
- Took part in Automation project which has helped in reducing time, effort and errors
- Created and managed SOPs for simplicity and ease of use
Process Trainer
Wipro in BT process
11.2017 - 02.2020
- Created unique materials to support training programs.
- Delivered robust training courses via variety of methods, including classroom and e-learning programs.
- Delivered training in a fun and efficient way which has always grabbed attention of trainees and daily knowledge checks were done during recap as a best practice
- Maintained one on one discussions to ensure better visibility
- Always worked hand in hand with operations to ensure that all requirements are met
- Worked as PRO in training and managed to deliver training with shorter staff
- Managed to deliver training while ensuring 100% quality in fast tracked batches which had reduced timelines
- Was heavily involved in sharing feedback with trainees and FTEs to ensure improvement and better performance
- Worked as key member in Project Training effectiveness which was done to have a better control on critical parameter matrices such NPS, Repeats and AHT
- NPS improved from an overall 7.5 to 9 in a span of 3 months
Quality Analyst
Wipro in BT process
02.2017 - 11.2017
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
Subject Matter Expert
Wipro in BT process
08.2015 - 02.2017
- Monitored performance (AHT, VOC, Effort, NPS) for team members
- Provided Coaching to enhance performance to team members
- Daily Huddles conducted
- Created report using Tableau
Senior Associate
Wipro in BT process
06.2013 - 08.2015
- Provided technical solutions to customers calling for PSTN, Broadband and BT Vision queries
- Always managed to be on top of the stack rankings
- Managed CSAT at 90 - 95% at all times, managed AHT at 430 secs at an average
- Recognized by managers and senior managers for providing excellent support to customers and team members
Education
Bachelor of Technology - Computer Science And Technology
GNIT
Sodepur 07.2007 - 06.2011
WBCHSE - Science
Techno Model School
Garia 07.2005 - 06.2007
WBBSE - Madhyamik
Patha Bhavan
Ballygunge 06.2004 - 05.2005
Skills
Exemplary communication skills
Excellent problem-solving skills
Excellent customer service skills
Excellent customer relations
Analytical and critical thinking
Forward-thinking mindset
Manpower planning and recruitment
Client handling
Project Management
Automation
HR Operations Management
Training delivery
Hiring and retention
Performance management
Team management
Rewards and recognition
- Best trainer for 2018-19 Q3
- Best Team 2020-21 Q4
Software
Google Suite
Salesforce
Oneview CRM
Connect Composer
Adobe Acrobat Pro
Microsoft Cloudtop
Languages
English
Advanced
Bengali
Advanced
Hindi
Advanced
Hobbies
- Love to meet new people
- Love to visit new places
- Love to play guitar
Timeline
Assistant Manager
Concentrix Corporation
12.2023 - Current
Assistant Manager
Wipro in GHRO
02.2020 - 04.2023
Process Trainer
Wipro in BT process
11.2017 - 02.2020
Quality Analyst
Wipro in BT process
02.2017 - 11.2017
Subject Matter Expert
Wipro in BT process
08.2015 - 02.2017
Senior Associate
Wipro in BT process
06.2013 - 08.2015
Bachelor of Technology - Computer Science And Technology
GNIT
07.2007 - 06.2011
WBCHSE - Science
Techno Model School
07.2005 - 06.2007
WBBSE - Madhyamik
Patha Bhavan
06.2004 - 05.2005
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