Sourav Banerjee
Bangalore
Summary
Resourceful and meticulous Workforce Manager with 7 years of results-oriented experience in business intelligence and reporting by overseeing forecasting, projections, volume and penalties, RFP processes and operations. Professional with demonstrated success in designing, developing and implementing optimized solutions. Team-driven leader that can direct site performance turnaround, reduce attrition and drive customer satisfaction across multi-channel, multi-level phases of Contact Centers. Seeking to leverage robust background in leadership for rewarding management role with an outstanding organization.
Overview
7
7
years of professional experience
Work History
Assistant Manager - WFM
HSBC
Bangalore
09.2023 - Current
- Conduct real-time monitoring of queues and skill sets, regardless of the location and identifying intra-day trends.
- Monitoring intra-day reporting, volume distribution, email/social media and chat of contact center of different regions.
- Responsible for mobilization of staff to meet service levels, allocation goals and ensuring maximum utilization of agents.
- Generation, verification and distribution of service issues impacting contact centers.
- Primary interface with IT support/operations to work on Incident Management.
- Conducted regular meetings with stakeholders to discuss progress towards achieving departmental goals.
- Created reports that highlighted key performance indicators such as forecast accuracy, adherence, shrinkage.
- Work on different monitoring tools such as Genesys WFM, GAX, Pulse, Live Person, Sprinklr in order to monitor call/chat/social media queues.
Site Resourcing UK Onshore
HSBC
Bangalore
08.2021 - 08.2023
- Resource/Planning of all off-phone activities ensuring that all data is input accurately and timely manner.
- Demonstrate support of change and innovation to improve employee engagement and efficiency.
- Prepared comprehensive reports detailing analysis findings and recommendations.
- Researched and led investigations into various areas to drive improvements and devise new processes.
- Management of the Genesys WFM & GAX systems ensuring accuracy and relevance to front line and central team demands.
- Scheduling New Starters - ID generation, adding to Organization, assigning activities, contract, Time off Rules, Time off Bonus, Building & publishing schedule
- Proactively broaden and deepen relationships across UK contact centres and wider bank in order to undertake all duties.
- Ensure the provision of the highest standards of customer driven service.
Sr. Business Development Executive
Unacademy
Bangalore
02.2021 - 07.2021
- Counseling learners and understand their need
- Mapping features & benefits of the courses and the platform based on learners need
- Convert the potential prospects into sales
- Consistently meet or exceed the given targets
- Working with peers to excel team's performance.
Advisor
[24]7.ai PVT LTD
Bangalore
09.2017 - 06.2020
- Resolving & handling customer queries and building customer relationship
- Consistently meet or exceed productivity and quality standards set for the position level
- Develop strategies to increase sales volume and productivity
- Mentor new hires on the product and process when required.
Education
Bachelor of Technology in Electronics & Communications -
West Bengal University of Technology
06.2017
Skills
- Performance Analysis
- Workforce Management
- Business Analysis and Reporting
- Customer Service
- Communication
- Target oriented
- Data-driven decision-making
- Excellent Communication
- Team Work
- Leadership
- Interpersonal
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
- Bengali, Full Professional Proficiency
Hobbies and Interests
- Cricket
- Biking
- Bar Tending
Timeline
Assistant Manager - WFM
HSBC
09.2023 - Current
Site Resourcing UK Onshore
HSBC
08.2021 - 08.2023
Sr. Business Development Executive
Unacademy
02.2021 - 07.2021
Advisor
[24]7.ai PVT LTD
09.2017 - 06.2020
Bachelor of Technology in Electronics & Communications -
West Bengal University of Technology
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