Subhashis Ghosh
Team Leader Operations
Kolkata
Summary
A seasoned professional with over 14 years of experience in the BPO industry, has demonstrated a strong career progression from Network Operations to Workforce Management and Team Leadership roles. He possesses proven expertise in managing teams, improving performance metrics, and ensuring client delivery excellence. His leadership has consistently driven results across various domains including real-time analysis, scheduling, forecasting, and content moderation. Subhashis is known for his effective communication, multitasking capabilities, and ability to lead remote teams to success.
Overview
15
15
years of professional experience
Work History
Team Lead (OPS)
PTS Services Ltd, now known as Digitys Global Business Solutions PVT Ltd
03.2022 - 09.2025
- Accelerated revenue growth by leading a team of 30–40 associates to deliver exceptional customer engagement, driving upsell opportunities and improved conversion rates.
- Develop & execute sales strategies to achieve revenue targets
- Monitor market trends and competitor activities to identify new business opportunities
- Reduced attrition by 12%, ensuring continuity in client relationships and minimizing revenue leakage through proactive coaching and retention strategies.
- Enhanced productivity by 20%, enabling faster turnaround on sales support requests and improving lead-to-order cycle efficiency.
- Built a strong talent pipeline, mentoring 10+ team members into SME and leadership roles to strengthen sales enablement and operational excellence.
- Partnered cross-functionally with CFUs and support teams to resolve high-impact escalations, implement process improvements, and enhance customer satisfaction—leading to repeat business.
- Championed quality and compliance, achieving an 18% uplift in audit scores, reinforcing trust and credibility in client interactions.
- Executed strategic hiring initiatives, onboarding 30+ associates and experts to scale sales operations and meet aggressive business growth targets.
- Channel: International Blended Process (Amazon, USA)
Team Lead (OPS)
Task Us India Pvt. Ltd
06.2021 - 03.2022
- Managed a team of 20 associates for an international content moderation account, ensuring operational excellence and client satisfaction.
- Planned and achieved weekly/monthly KPIs, aligning team performance with business objectives and revenue goals.
- Resolved team challenges proactively, driving efficiency and maintaining high morale to support consistent delivery.
- Maintained floor discipline and decorum, fostering a professional environment conducive to productivity and collaboration.
- Interacted directly with clients, strengthening relationships, addressing concerns, and supporting business continuity.
- Coordinated with multiple departments for reporting, escalations, and process improvements, ensuring seamless operations and timely deliverables.
- Channel: Chat, Messaging & Offline Support (Facebook, USA)
Assistant Manager (TL OPS)
Concentrix Services India Pvt, Vadodara
06.2018 - 06.2021
- Led and supervised a high-performing team, ensuring alignment with business objectives and client expectations.
- Conduct training sessions for staff to enhance their sale skills and knowledge of product offerings
- Conducted call audits and delivered actionable feedback, improving quality standards and enhancing customer experience.
- Interacted directly with clients, building trust, addressing concerns, and supporting revenue-generating initiatives.
- Facilitated regular 1:1 coaching sessions, driving individual performance and fostering professional growth.
- Acted as a product expert, providing guidance and extended support to the team to improve accuracy and efficiency.
- Organized engagement activities, boosting team morale and sustaining a positive, high-energy work environment.
- Channel: International Voice Support (Amazon, India)
Work Force Management (WFM)
Concentrix Daksh India Pvt. Ltd.
02.2015 - 06.2018
- Conducted real-time analysis and reporting to monitor case pendency, ensuring timely resolution and improved customer experience.
- Prepared and maintained MIS reports, enabling data-driven decision-making and performance optimization across teams.
- Oversaw scheduling and forecasting activities, optimizing resource allocation to meet SLA targets and enhance operational efficiency.
Network Operations Centre (NOC)
IBM Daksh Pvt. LTD. Kolkata
01.2011 - 02.2015
- Worked extensively in CRM systems, managing and resolving service requests related to customers’ fixed-line services, broadband connectivity, and IPTV solutions for both home and office setups.
- Channel: Outbound and Offline Support
Education
Graduated - Tourism Studies
IGNOU University
Kolkata01.2013
Skills
Technical Skills:
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Citrix Platform
People Solution
Scheduling
Forecasting
MIS Reporting
Real-time Analysis
Soft Skills:
Multitasking
Team Management
Effective Communication
Call Auditing
Feedback Delivery
Productivity Improvement
Remote Team Leadership
Timeline
Team Lead (OPS)
PTS Services Ltd, now known as Digitys Global Business Solutions PVT Ltd
03.2022 - 09.2025
Team Lead (OPS)
Task Us India Pvt. Ltd
06.2021 - 03.2022
Assistant Manager (TL OPS)
Concentrix Services India Pvt, Vadodara
06.2018 - 06.2021
Work Force Management (WFM)
Concentrix Daksh India Pvt. Ltd.
02.2015 - 06.2018
Network Operations Centre (NOC)
IBM Daksh Pvt. LTD. Kolkata
01.2011 - 02.2015
Graduated - Tourism Studies
IGNOU University
Singing and Travelling
“I enjoy pursuing singing and travelling as my primary interests outside of work.”