1. Sanjit Saha
Career Objective
To achieve professional and personal excellence by mean of positive and honest determination together
with constant learning and improvement and by fulfilling targets and goals for both self and organization.
Professional Synopsis
Over 52 months of experience in Recruitment HR, MIS & Onboarding, 50 months of experience in Work
Force Management / MIS, 9 months in Technical support, 10 months of experience in Customer service
(Telecom) and 14 month of sales experience. Presently with Concentrix (erstwhile IBM Global Process
Service) as Deputy Manager - HR. More than 10 years of total experience.
Core Competencies
 Operations Management
− Setting up targets and goals for team/process – setting and maintaining CTQ targets for process.
− Involved in resource planning based on volume projections provided by analysts
− Coordinating sound integration with support functions viz. Quality, Training, Technology,
Compliance & HR
− Providing Cross Training to Associates to handle High Volume Situations in order to reduce Idle
Time and Abandon Rate.
− Ensuring closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies &
Capacity Planning and Accuracy Base-Lining.
 Team Planning
− Successfully managing a team to work in sync with the corporate objectives.
− Planning the staffing structure in the future course on the projections given by the customer.
− Motivating team members by nominating them for rewards and recognition.
− Providing necessary training on various tools, policies and procedures to the team members.
− Taking initiatives through various programs that the new hires adhere to all the policies and
procedures.
 Quality and Compliance
− Conducting continuous audits on MIS to ensure compliance and sound functioning of the process.
− To ensure that the team adheres to all the quality tool and procedures.
− Ensuring the highest level of quality in operations.
 Workforce Management
− Planning and Headcount for Client Call.
− Reporting Variance in Hiring and Capacity.
− Involved in resource planning and projections to optimize Staff Utilization.
− Scheduling Agents and Rostering the same in IEX also forecasting intraday calls through IEX.
− Ensured the business targets like AHT, Service Levels, Abandon %, and Answered % are met
month on month.
 Reporting & Analytics
− Consulting with internal or external customers (e.g. Operation Team, Client, Senior leadership) to
develop analyses that lead to actionable insights that accelerate profitable growth
− Discover new opportunities to optimize the business through analytics and re-engineering existing
hiring model.
− Work with business owners to identify information needs and develop reporting; primary partners
include the management team, finance & accounting, branding & operations
− Designing and building reports and analyses in Excel
− Hire, train, and supervise Analytics team and ensure that team meets the reporting and analytical
needs of the business users
 Process Transitioning Initiatives
− Involved in the transitioning of processes in adherence with the requirements.

2. − Undertaking projects of removing unnecessary procedures in the process for its efficient function.
− Ensuring uniformity in the process understanding at the customer’s and the organization’s end.
− Representing the process before the Higher Level Management and the Client.
Organizational Experience
Since January 2011 with Concentrix (erstwhile IBM Global Process Service) as DM (HR) in
Recruitment.
− Develops and establishes recruiting strategies and processes while managing recruitment services
for an organization
− Research and recommend new sources for active and passive candidate recruiting. ie Internet
portals, Social media, Head hunting etc.
− Review the hiring health and implement best practice sharing and communication within PAN India
− Manages the development, implementation, and evaluation of recruiting practices and procedures,
and supervises and coordinates recruiting and staffing activities.
− Managing other verticals as BV, MIS & Onboarding for Kolkata location in Talent Transformation
Business Unit.
− Serves as lead for reporting employment metrics, affirmative action reporting, recruiting forecast,
and strategies.
− Responsible for PAN India TTBU MIS & Onboarding Automation
− Responsible for implementation of online recruitment solution end to end. (Including Designing,
Testing & execution) – Project Kanexa and Taleo implementation end to end in Kolkata location
− Implementation of Oracle Business Intelligence globally for Reporting & Analytics
− Developing different reporting analysis from Peoplesoft for PAN India SLT team
− Driving team for various data mining activities, analysis & presenting them to SLT team
− Ensure consistent review and management, cost and efficiencies in the recruiting function and
improve the recruiting capabilities
Previous Organization: Tech Mahindra Ltd.
Period: May 2009 – January 2011
Nature of Job: Work Force Management / MIS Team Lead (Telecom MIS)
− Providing Projections to both internal management and client during process migration.
Successfully transitioned three telecom projects.
− Responsible for capacity planning & providing Hiring numbers to Resource management group.
− Responsible for RFP Solution in terms of HC for sales team.
− Responsible for all Business calls with Client with regards to Staffing, Reporting, Billing and Future
planning.
− Responsible for managing reporting work for HR & Training team for the location.
− Responsible for standardization of three newly migrated processes, in cost effective manner.
− Providing training to team members regarding new reports, Forecasting, Scheduling and other
aspects of WFM.
− Managing the WFM team in regards to the company requirement and their requirement.
− Providing different analysis on performance and expense for better performance with optimum
utilization of resources.
− Providing new incentive program based on performance and client matrix.
Previous Organization: Wipro BPO Ltd.
Period: July 2006 – April 2009
Nature of Job: Work Force Management Team Lead
Since February 2008 with WIPRO BPO designated as Team Leader.

3. − Planning and organize the day-to-day activities and work flow of the operational teams in order that
Client Service levels are met in line with the current policy and staffing considerations are
optimized.
− Responsible for Forecasting and Scheduling and other aspects of WFM.
− Responsible for Real Time Adherence and control process shrinkage.
− Responsible for calculating Internal Call Forecast and AHT.
− Responsible for Client relations and Business calls with regards to staffing and Future planning.
− Managing a team to work in sync with Client.
− Responsible for generating all reports daily, weekly and monthly.
Joined as Technical Support Executive- Duration (6month)
Process - DELL
Troubleshooting customer system right from remote software installation, operating system installation,
solving error messages, networking of computers, both wired & wireless etc. and hardware failures
Promoted as Technical Facilator (L2) - Duration (5 months)
Process - DELL
1. Supporting team members related to technical troubleshooting, taking escalation and motivating team
members.
2. Maintaining and scrubbing data of team members, taking hurdles, informing team members about
parameters given by client and the procedure to attain the parameters.
3. Escalating issues to Team Leader faced by team members.
4. Auditing Calls and giving them feedback in improving their Quality Scores.
5. Motivating team members to improve their performance.
Previous Organization: Kankei Relationship Marketing Services Pvt. Ltd
Period: August 2005 – February 2006
Nature of Job: Customer Service (Telecom)
Worked as in customer care executive and assigned to maintain 10 agents & helping them in day-to-day
inbound calls regarding Hutch prepaid connections. Resolving queries related to mobile connection &
mobile handset. Taking escalation calls for better customer experience. Creating MIS reports & agent
performance report on a daily and weekly basis.
Previous Organization: Shomuk Consultancy Service Pvt. Ltd.
Period: September 2004 - January 2005
Nature of Job: Customer Service (Telecom)
Worked as in customer care executive assigned to handle Inbound & Outbound calls to carry out
Billing Assistance and Collection of Hutch postpaid connections. Achieving monthly targets of
collection.
Previous Organization: Monica Enterprise (Airtel's Star Dealer)
Period: April 2003 – August 2004
Nature of Job: Telecom Sales
Worked as in Sales executive and assigned to sell Airtel prepaid & postpaid connections, as well as in-
house Customer service. Attaining all the targets as per demand
Professional Qualification
 Desk Top Publishing from ICE (I) AICTE (app)
 Diploma in Information Technology Application from YOUTH COMPUTER TRAINING CENTER.
 Certificates in E-Commerce from ICE (I).
 Certificate in ITes Competency and Employability, From St. Xavier’s - Technable ITes Academy,
Kolkata
Competencies & Skill Set:
 Recruiting Application: Kanexa, Peoplesoft, Taleo, Fusion & Oracle Business Intelligence
 WFM Application : IEX Total View, Avaya CMS
 Application Software : MS Office 2013, Flash, Adobe PageMaker, Adobe premier, Adobe Photoshop
Projects:

4.  Project No Hire (Existing employee & New Hire) - PAN India
 Project Limited radius Hiring - Kolkata
 Creation and designing of Concentrix Onboarding Induction Module - PAN India
 Recruitment Artifact (JAF) Simplification project - PAN India
 Attrition analysis of multiple CRM accounts - PAN India
 Project LinkedIn Pilot - LinkedIn Branding - Global
 Project CRYSTAL - Time & Motion analysis for Recruitment HC (PAN India)
 Green Belt Project - New Hire attrition improvement (WIP)
Achievements & Awards:
 Wipro BPO Ltd : Best Performer Award, STAR Award
 Tech Mahindra : PAT On the back, Cookies
 Concentrix : Torch Bearer, Manager who Shines, Talent Retainer of the year 2014,
Top Talent 2015
Training Certification:
 Lean Green Belt certification
 Seven habits – Classic
 Behavior Based Structured Interview (BBSI)
 Basic Blue for IBM Leaders
 Recognizing & Prevention of Workplace Harassment
Personal Details:
Name : Sanjit Saha
Father's Name : Late Sampad Saha
Date of Birth : 16-10-1982
Language Proficiency : Speak, Read & Write English, Hindi & Bengali.
Academic Qualification: Graduate in B. A.
Total work Experience : 10 years.
Permanent Address:
Sanjit Saha
634, D.H. Road
Kolkata- 700 063
Hand Phone: +91 9748047058
Mail: sanjitsaha@gmail.com