Triparna Sengupta
Operations Manager
Kolkata
Summary
Encouraging manager and analytical problem-solver with a talent for team building, leading, and motivating. Possesses excellent customer relations aptitude and strong relationship-building skills to positively impact company success. Utilizes independent decision-making skills and sound judgment. Dedicated to enhancing employee engagement and boosting overall performance through training, monitoring, and morale-building abilities. Demonstrates a customer-focused mindset throughout 11-year career in the Telecom sector. Skilled in working under pressure, adapting to new situations and challenges to enhance the organizational brand.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Centre Manager Operations
BT - Business
10.2020 - Current
- Working in the capacity of a Centre Manager for BT Business teams situated across different geographies (Kolkata and Gurugram), managing an overall strength of 300+ employee base.
- Managing SMB customer contact channels - Voice, Chat, and Offline queues for L2C and B2C operations.
- Transition of work packages from Onshore to GBS and responsible for change management.
- Delivery of Quality Assurance objectives, i.e., Business Continuity, Risk Management, adherence to ISO guidelines (27001, 20001, 90001)
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Reduced operational costs through comprehensive process improvement initiatives and resource management
Team Manager Operations
BT - Business
03.2017 - 10.2020
- Responsible for managing larger spans (40 FTEs+) supporting L2C & T2R departments on Calls (Inbound & Outbound).
- Adherence to scorecard/business objectives by the team (NPI, CSAT, LACHT, and Shrinkage).
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- GBS Escalation Point for BT Local Business queries
- Collaboratively working with the Training and Quality teams to align with operations and drive their scorecards accordingly
- Change Management Lead, for deploying any Process related changes
Subject Matter Expert
BT - Consumer
09.2015 - 03.2017
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Identification of process gaps through RCA and recommendations for process streamlining
- Customer escalation management
- Performance developments/enhancements with Quality outputs
- Driving customer experience projects within the site in collaboration with other leads of different site
Associate
BT- Consumer
10.2014 - 09.2015
- Dealing with Residential Order entry/Jeopardy queries
- Complex order entry queries like Number Port/DI
- End to end management of customer queries and offering solutions
- Developed strong rapport with customers and created positive impression of business.
Senior Associate
Wipro
07.2013 - 10.2014
- Managing BT Consumer service-related queries through voice channels.
- Identifying products that meet customer requirements and upselling as appropriate which contributes towards revenue generation for the account.
- End to end management of customer complaints and offering solutions
- Developed strong rapport with customers and created positive impression of business.
Education
B.B.A. (Hons.) -
Techno India
I.S.C. - undefined
Calcutta Boys’ School
I.C.S.E. - undefined
Calcutta Boys’ School
Skills
Operations Management
Customer Services
People Management
Stakeholder Management
Team Leadership
Strategic Planning
Problem-solving abilities
Service/Process Improvement
Coaching and Leadership development
Business Administration
Accomplishments
- Key Contributor Award - 2023
- Best Team Award - GBS Live 2021
- Best Lean Idea - GBS Live 2021
- Best Team Manager F.Y. 2018-2019
- Best Team Manager F.Y. 2017-2018
- Best SME F.Y. 2016-2017
Languages
English
Upper intermediate (B2)
Bengali
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Certification
ITIL® Ver. 3.0 Foundation
Timeline
Centre Manager Operations
BT - Business
10.2020 - Current
Team Manager Operations
BT - Business
03.2017 - 10.2020
Subject Matter Expert
BT - Consumer
09.2015 - 03.2017
Associate
BT- Consumer
10.2014 - 09.2015
Senior Associate
Wipro
07.2013 - 10.2014
B.B.A. (Hons.) -
Techno India
I.S.C. - undefined
Calcutta Boys’ School
I.C.S.E. - undefined
Calcutta Boys’ School