SUJATA SARANGI
Supervisor – T&Q (Multi-Project)
Kolkata
Summary
Results-driven professional with extensive experience in BPO operations and customer service. Skilled in managing front-end and back-end processes across diverse domains. Dedicated to delivering exceptional customer support and optimizing operational efficiency for seamless service delivery. Experienced Interview Assessor for final-round candidate evaluations, identifying top talent based on technical skills, communication proficiency, and problem-solving abilities. Played a key role in building high-performing teams across various sectors. Strong focus on customer satisfaction, team performance, and quality assurance. Bring a unique blend of hands-on BPO operational experience and recruitment assessment expertise to ensure the hiring of well-qualified individuals aligned with organizational goals.
Overview
22
22
years of professional experience
4
4
Languages
Work History
Supervisor- T&Q (Multi-Project)
Concentrix Daksh Services India Pvt. Ltd
10.2014 - Current
- Conducted interviews for BPO associate positions across multiple domains.
- Assess candidate skills, experience and behavioral competencies & evaluate communication, problem solving & customer service skills.
- Ensure adherence to the organization’s recruitment policies and procedures.
- Provide detailed feedback and recommendations to hiring managers.
- Maintain accurate records of interviews and candidate evaluations.
- Collaborate with recruitment team to achieve hiring goals.
- Managing the Demand vs Delivery report to track the SLAs.
- Periodic connection with project heads related to new hiring, ramp/ backfill plans.
- Daily meeting with recruiters to discuss/ assign current & future hiring demand and plans.
Asst. Manager - Operations
Vibrant Infocom Pvt. Ltd.
02.2013 - 10.2014
- Develop and implement operational strategies that align with company goals
- Identify and address inefficiencies in processes, workflows, and resource allocation
- Lead initiatives for continuous process improvement, cost reduction, and productivity enhancements
- Drive customer satisfaction by ensuring quick and effective resolution of customer issues and complaints
- Communicate with external vendors and service providers as needed to support smooth operations and resolve any operational issues
- Act as a point of contact for escalation of complex issues, coordinating with relevant stakeholders to achieve resolution
- Achieved a 15% increase in customer satisfaction score (from 78% to 90%) within one year by implementing a structured feedback mechanism and enhancing service response times
- Increased NPS score from 45 to 60 over six months by creating a customer-focused training program for frontline staff and introducing weekly quality assurance audits
- Reduced customer complaints by 25% within one quarter by streamlining the resolution process, cutting average response time from 48 hours to 24 hours
Operations Team Leader
Aditya Birla Minacs Ltd.
03.2009 - 01.2013
- Oversee day-to-day DTH operations, ensuring all services are delivered efficiently and in a timely manner
- Lead, mentor, and supervise a team of customer service representatives, and support staff
- Set performance goals for the team, provide ongoing feedback, and conduct regular performance reviews
- Monitor customer feedback, identify areas for improvement, and implement strategies to enhance the customer experience
- Conduct regular audits of customer service calls and interactions to ensure quality standards are met
- Implement and uphold quality assurance standards across DTH operations
- Track and report on key performance indicators (KPIs), such as customer satisfaction, service times, and issue resolution rates
- Reduced team attrition by 20% year-over-year by implementing a career development program, including quarterly skill workshops and clear promotion paths
- Achieved a 15% increase in employee retention by introducing a recognition program that rewarded top performers and provided monthly team-building activities
Team Leader - Operations
Micro Wave Communication Limited
03.2005 - 09.2008
- Company Overview: Communication solutions provider
- Lead a team for outbound operations
- Managed entire outbound campaigns, ensuring timely execution
- Communication solutions provider
Educational Counselor
Penta Soft Technologies
07.2002 - 03.2005
- Provided educational counseling to students for course selection
- Assisted students with admissions and career guidance
Education
Bachelor of Arts -
Utkal University
Bhubaneswar 04.2001 -
Master of Arts -
Utkal University
Bhubaneswar 04.2001 -
Skills
Advanced Excel
Advanced PowerPoint
AI Tools
Leadership and Team Management
Diversity and Inclusion in Team Building
Mindfulness
Commitment to excellence
Coaching & Mentoring
Accomplishments
- Enhanced candidate placement speed by 25% via improved interview processes and tools.
- Reduced hiring costs by 25% through strategic partnerships and streamlined processes.
- Lead a team of 10 recruiters, handling over 500 requisitions per year.
- Increased talent retention by 20% over six months, enhancing team stability.
- Increased candidate satisfaction scores by 15% by refining interview techniques.
Timeline
Supervisor- T&Q (Multi-Project)
Concentrix Daksh Services India Pvt. Ltd
10.2014 - Current
Asst. Manager - Operations
Vibrant Infocom Pvt. Ltd.
02.2013 - 10.2014
Operations Team Leader
Aditya Birla Minacs Ltd.
03.2009 - 01.2013
Team Leader - Operations
Micro Wave Communication Limited
03.2005 - 09.2008
Educational Counselor
Penta Soft Technologies
07.2002 - 03.2005
Bachelor of Arts -
Utkal University
04.2001 -
Master of Arts -
Utkal University
04.2001 -
Similar Profiles
Alwin AlexanderAlwin Alexander
Lead | Sr. Data Engineer | Research and Analytics at Concentrix Daksh Services India Pvt. LtdLead | Sr. Data Engineer | Research and Analytics at Concentrix Daksh Services India Pvt. Ltd
Harsh KumarHarsh Kumar
Chat Advisor at Concentrix Daksh Services India Pvt LtdChat Advisor at Concentrix Daksh Services India Pvt Ltd
YAGYNESWAR MOHANTAYAGYNESWAR MOHANTA
Content Moderator at Concentrix Daksh Services India Pvt. Ltd.Content Moderator at Concentrix Daksh Services India Pvt. Ltd.