About
Strategic Operations Leader with 15+ years of progressive contact center and BPO management experience, specializing in inbound international contact center operations across global markets like the UK and US. Proven track record built from the ground up, starting from handling live inbound customer calls and complex international escalations to managing multi-channel operations spanning 200+ FTEs.
Experience7
Manager Operations
Jul 2024 — Apr 2026Genpact India Pvt Ltd. · Hyderabad, India
Directly coached and supervised a team of 11-12 Team Leaders overseeing a multi-channel operation of 200+ FTEs. Owned Client Service Level Agreements end-to-end, analyzing scorecards and metrics management reports and implementing improvement plans that lifted performance benchmarks to 95%+. Orchestrated cross-functional collaboration with Training, Quality, WFM, HR, and Talent Acquisition to resolve issues, define action plans, and drive continuous improvement.
- Lifted performance benchmarks to 95%+
- Exceeded business targets by 20%
- Achieved 98% client satisfaction
Assistant Manager Operations
Apr 2021 — Jul 2024Genpact India Pvt Ltd. · Hyderabad, India
Directly managed and developed a team of 40 FTEs across Trust & Safety operations, planning and assigning work in line with company policy and driving a 25% improvement in team performance. Conducted regular one-on-ones with associates and shift leads, reviewing performance and offering targeted coaching that resulted in a 15% internal promotion rate.
- Achieved a 25% improvement in team performance
- Resulted in a 15% internal promotion rate
- Reduced errors by 20%
Associate Manager Service Delivery
Aug 2020 — Apr 2021Sutherland Global Solutions Pvt Ltd. · Cochin, Kerala
Managed service delivery and people performance for a live chat support team serving the largest US telecom provider, ensuring 99% SLA compliance. Coordinated with Quality Assurance and Technology teams to implement process improvements that lifted operational efficiency by 18%.
- Ensured 99% SLA compliance
- Lifted operational efficiency by 18%
Group Leader Contact Center Operations
Sep 2018 — Dec 2019Wipro BPS · Hyderabad, Telangana
Supervised a team engaged in fraud detection, transaction monitoring, and risk analysis via voice and back-office channels for a Fortune 500 technology client. Partnered with Risk, Legal, and Compliance functions to ensure 100% adherence to AML, KYC, and Anti-Bribery regulations through rigorous quality checks.
- Ensured 100% adherence to AML, KYC, and Anti-Bribery regulations
Team Leader Contact Center Operations
Feb 2015 — Sep 2018Wipro BPS · Kolkata, West Bengal
Led a team of 15-20 associates handling voice, chat, and email support for a UK-based international telecom client. Prepared and published performance reports and team rosters, ensuring transparent, timely feedback that helped associates consistently meet individual and team goals.
- Saved 15% in operational expenses without compromising service quality
- Achieved lowest attrition rate alongside the highest productivity across all teams
Subject Matter Expert (SME) Contact Center Operations
Aug 2013 — Feb 2015Wipro BPS · Kolkata, West Bengal
Supported associates on live customer calls, chats, and emails, resolving complex escalations per Ombudsman guidelines and coaching agents on troubleshooting techniques. Managed workflow and liaised with the command center to ensure SLA adherence.
Customer Service Associate Contact Center Operations
Nov 2009 — Aug 2013Wipro BPS · Kolkata, West Bengal
Handled inbound voice calls for a UK-based telecom client, diagnosing and resolving broadband and phone service issues while consistently meeting quality and productivity targets. Delivered end-to-end customer service including order processing, complaint resolution, and proactive issue escalation.
Education2
MBA in Strategic Leadership
2026O. P. Jindal Global University
Bachelor of Honours (Financial Accounting)
2022Umes Chandra College, University of Calcutta
Certifications7
Google Project Management
Python for Beginners
IIT Roorkee
ITIL Foundation 4
British Council CEFR Level C1
Google Ads App
Lean 101
Certified Social Media Manager