Assistant Manager Operations with 9 years of experience
Call center & BPO - B.E/B.Tech - 6-9
Posted on: Wed, 5 Nov 2008, 10:29 PM
Job category: Call center & BPO
Field: data entry - data processing - tech support (voice)
Role: manager
Education: B.E/B.Tech
Experience: 6-9 years
Preferred job location: delhi, gurgaon & noida - pune - bangalore
Dipankar Dattagupta
Mobil : +919818739484
Email : dipankardattagupta@gmail.com, dipankardattagupta@hotmail.com
Address ( Permanent ) : #20, Niyoshi Park 1, Aundh – 411007
Address ( Present ) : Room Number 9, V-20/5&6, DLF Phase III, Gurgaon, Harayana - 120001
Objective
Working with your organization to secure a challenging and responsible position in a structured work environment, in which skills, ambition and commitment to excellence will be utilizes to their full potential, which will allow for continued professional growth along with realization of organizational goals.
Professional Experience of 9 years in the Corporate World
Skills
o Effective and Efficient People & Process Manager
o Good motivator and a great team builder
o BPI : Six Sigma Green Belt Trained
o Excellent data management skills
o A keen planner & implementer with track record of developing operational policies/ norms, systems & controls & customer service standards
o An out-of-the box thinker with exceptional communication skills
SiTEL India Limited - October 2007 till Date
Assistant Manager – Operations
Achievements – Assistant Manager
o Successfully migrating a Back Office Insurance process
o Getting the queue to the best amongst the Vendor Partners in a short span of 3 months which the other Partners have not been able to do so in the last 3 years of their operations
o Maintaining the MTD Defect Rate below 5% as compared to the Goal of 7%
o Maintaining an MTD Absenteeism at less than 5%
o Maintaining an MTD Attrition less than 2%
Prior to handling the Back Office Queue while handling a Semi Tech ISP Queue
o Getting the Queue from the 10th Position to the 4th Position in the Call Centre Ranking
o Starting the Outbound Process to Improve CSAT
o Various KPI’s stood as
Parameters
Targets
January
October
CSAT
79%
81.62%
73%
AHT
00:14:56
00:14:15
00:15:45
Sales
8%
12%
6.75%
Quality
80%
81%
79%
Roles and Responsibilities
o Spearheading a Back Office Insurance queue of 6 TL’s 7 SME’s and 125 Agents
o Adherence to the SLA, productivity, turn-around-time, and accuracy
o Engage in improving processes through reengineering, system checks, process automation
o Develop back up and contingency plans
o Act as a change agent and provide implementation assistance as and when the need arises
o Provide subject matter expertise on processes
o Preparing Dashboards for the Senior Management
o Identify potential people issues amongst the team & resolve the same on a proactive basis
o Provide process problem resolution assistance to teams via calendarized one on one and coaching sessions
o Assess performance of Team Leaders and conduct performance appraisals
o Provide coaching and feedback to team leaders
o Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination, query logs, 360 degree feedback & issue resolution
o Assist new hires such that they are productive on the floor in the shortest possible time frame
o Assess training needs, provide training opportunities and train new hires and existing staff
o Appropriately use Rewards & Recognition to energize to motivate Team Members
o Handle all logistics related issues : Roster Management, Shift Rotations
o Track and record various performance measurement parameters on a Daily / Weekly / Monthly basis
o Track Attrition on a Weekly / Monthly basis
o Discuss, Analysis and Strategize with Support Functions to improve Queue Metrics
o Annual Appraisal for my DR’s
Dell International Services - June 2005 till October 2007
Technical Support Team Manager
Achievements – Technical Support Team Manager
o Best Team for Quarter 1, Fiscal Year 2007
o Key contributor in monitoring and assisting management in the implementation of key initiatives that improve business processes and customer service delivery
o Firm believer in mentor-men tee relationship; having four conversions in the last one and half year
o Effective implementation of Green Belt training on the following projects:-
o Reducing Total Cost of Resolution (TCR): performed extensive data collection, root cause analysis, process improvements by making changes in the troubleshooting steps
§ The Green Belt Project which was done has saved the Enterprise $15 million per annum for Hard Drives alone
§ The weekly Dispatch Dollar value fell from $450,000 to $110,000
o Reducing Average Handling Time (AHT) : Effective usage of tools such as extensive call monitoring, re-jig in the call monitoring sheet, compliance procedures, process changes, changes in the product manuals, brain storming etc helped reduce the AHT from 27 minutes to 25 minutes
o Dispatch Rate (DR) reduction: Best Team for the Site for Hard Drives, Mother Board, Flat Panels, Processors and System Exchanges.
o Reduction of Transfers, Improving Rep Capability by issue based training / derived from Top call drivers, changes in the ownership model, reducing inter-LOB transfers, reduction in ownership failures through rigorous tracking for pending kana emails/ownerships /open cases in dell serve using Dell Data Direct Data on a daily basis.
o Topping the stacks
Parameter
My scores
Floor Average
Customer Satisfaction (CSAT)
85%
80%
External Problem Resolution (XPR)
80%
75%
Conversion Rate (CR)
27%
25%
Refund Rate (RR)
2.50%
3%
Resolve Rate
72%
70%
Average Handle Time
25mins
27mins
o Conducing sessions for Level 2 technicians
o Prepared vitality modules, handouts, fliers, quick reference guides on printers, hard drives, mother boards
Roles and Responsibilities
o Leading a team of technical specialists providing post-sales customer support of hardware, systems, subsystems and applications by utilizing telephone and remote diagnostic capabilities
o Achieving productivity and effectiveness targets
o Mentoring Team and taking escalations
o Track and record various performance measurement parameters on a daily / weekly / monthly / quarterly basis
o Conduct Team huddles on a daily basis where important updates are downloaded and the previous days performance is discussed and the days plan is approached
o Audit calls and provide feedbacks on weekly basis
o Track attrition on a monthly basis
o Career planning for technical specialists keeping in mind their career goals & Individual Development Plans (IDP’s). Identify career opportunities within Dell that will maximize personal career satisfaction and contribution to Dell
o Discuss, Analysis and strategize with Support functions to improve Team metrics
o Organizing Reward & Recognition programs
o Annual Appraisal for my Direct Reportees
o Budgeting
EXL Services - August 2003 till April 2005
Technical Lead
Achievements - Tech Lead
o Highest Annual Appraisal rating - 5
o Special Projects:
o Key member of - Transition Queue that involved hiring, handling, training and mentoring of new hires
o Key member of - Resolution Bay involved in outlier management and handling bottom performers. Successfully groomed probable technicians to become Best-of-Best and prepare them for next roles
o Spearheading the Outbound Queue for Callbacks to customers
o Handling the callbacks that the Inbound agents have promised to the customer for troubleshooting and Status Calls.
o Here maintaining the CSAT and XPR of the entire Floor was on the Agents who were working under me
o Nominated SPOC for:
o TL, L1 Technical Training on specialized products
o Representing the Site for developing the Technical Resolution Audit Form for Dell
o Training LAB
o Resolution Audit Conference Calls
o Commodity Council Conference Calls for Display
Role and Responsibilities
o The key job responsibility of a Tech lead is to manage Technical Resolutions of Team members
o Ensure optimum performance of the Team on Quality & Productivity Metrics
o Conduct timely IDP's (Individual Development Plan)
o Reward and recognize Team performance. Prepare Team performance related presentations for the management.
o Doing Annual Appraisals for the Team
o Ensure tech nominations for Improvement trainings
o Conducts regular Call audits and feedback to the Technicians
o Handle Team Escalations
o Discuss, Analysis and strategize with Support functions to improve team metrics
o Attend Operations related conference calls
o Handling daily roistering concerns of the Team members
Technical Support Associate
Achievements – Technical Support Executive
o Best of Breed in CARE for FY05 Q1
o SPOC for the Team for getting the Calling bay allocated and assigning Headsets
o Taking care of the Team in the absence of my TL
Role and Responsibilities
o To provide support over the phone for Dell Customers who have problems with their computers regarding Hardware and Software failures.
Saraya Distillery – May 2003 to August 2003
Mech Engineer
Roles and Responsibilities
o Preventive and Breakdown Maintenance of the Sugar Mill which included the Boiler House, Crushing Mill, Centrifuges, Evaporators, Purifiers
Shil Trade Pvt. Ltd. – February 2003 to May 2003
Sales Engineer
Roles and Responsibilities
o Sales and Marketing of RÖHM Chucking Tools in the State of Gujarat and Daman
Achievements – Sales Engineer
o Got enquiries worth €150,000 /-
o Converted enquiries worth €20,000/-
THYSSENKRUPP INDUSTRIES INDIA PVT. LTD. – February 2001 to February 2003
Graduate Trainee Engineer
Roles and Responsibilities
o General supervision of work, job setting on the machine, preparing the Process Plans, checking completed jobs before offering them to Quality Assurance for final checking
Projects
o Machining components for
o Sugar Industry like Headstock, Side Roller Bearing Housing, Top Roller Bearing Housing, Side Cap, Top Cap, Roller Shafts, Brackets, Speed Reduction Gears and Pinions, Supporting Brackets, Base Frame etc. for the 24” x 34”, 30” x 60”, 33” x 66” Sugar Mill House. Centrifugal Machine components Outer Housing, Inner Housing, Separation Ring, Monitor Case Top and Bottom Part, Basket, Hubs, Spindles, Bearing Housing etc for 1100 kg, 1250 kg. 1300 kg, 1500 kg, 1750 kg, 2250 kg, Centrifugal Machines
o Cement Industry like Polycom Base Frame, Polycom Roller Shaft, Mill Shell, Kiln Shell, Crushers etc.
o Material Handling Equipment components like Winch Drum, Pylon, Portals, Tippler Platform, Bogie Wheels, Bucket Wheel Excavator, Buckets etc.
o Wind Mill components like Main Carrier, Disc Rotor, Stator Carrier, Stator Carrier 6 Arm etc.
o Boiler Drums, Stub Pipes, Header Pipes etc required in Boilers
JILLBENTS MECHANICAL WORKS PVT. LTD – August 1999 to January 2001
Engineer
Roles and Responsibilities
o Assist in the programming of the CNC Lathe
o General supervision of work
o Explaining the Drawings to the Machine Operator
o Job setting on the Machine
o Preparing the Process Plan and Quality Plans
o Checking the completed jobs
o Preparing the Final Inspection Reports of the Machined Jobs that have to be Dispatched
Projects
o Gun Structural System and Large Diameter Roller Bearing for a Defense Project
o Rough Machining of Crankshafts required in Tractors and Jeeps
o Machining of components required in automobile industry like Steering Nut, Gear Blanks etc. some of which were export items.
EDUCATION QUALIFICATION
o BE Mechanical Sandwich Engineer passed with First Class with Distinction from the University of Pune
o Pursuing an MBA ( Correspondence Course ) from ICFAI Business School
HOBBIES
o Reading
o Listening to music
o Watching movies
o Playing soccer
o Photography
o Cooking
Personal Details
Date of Birth : 19 / 06 / 1975
Passport Number : B2661136
REFERENCES
Available on request
Landline number: +91-891-254 1701
Mobile number: +91-98187 39484
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