1. Swarup Chowdhury
87/ B CASSIPORE ROAD
BLOCK-D FLAT-2 KOLKATA-2
Mobile No.: +91-9007016674, 9331355588
E-Mail: ami_rup@yahoo.com, swarup.kol2@gmail.com
SYNOPSIS
 A perspicacious leader with over 8 yrs of experience in managing Operations and Customer Care activities.
 Worked as Assistant Manager Operations with Spanco BPO & Kochar Infotech Private Limited (Kolkata).
 Dexterous at determining training and development requirements & lead process improvement initiatives to enhance
efficiency in overall operations.
 Handled various activities like Resource Planning, Quality Management, Recruitment, Identifying and Co-
coordinating Training needs, Scheduling and Staffing for 24 hours operations, Effective Monitoring and Data
Tracking for Higher Yield, Employee Engagement and Reward System with Setting up of Comprehensive MIS and
PMS.
PROFESSIONAL PROFILE
1. Current Organization : Agency channel Outbound Retention Telecom.
Duration: 28-12-2014 to March (3 months)
As an Supervisor Process.
Work Profile:
 Handled team of at least 6 TL.
Responsibilities:
 Effective monitoring and managing team performance on sales target.
 Preparation of daily and weekly reports.
 Trend analysis and action plans.
 Daily sales target & Revenue achievement.
 Handling floor activities which includes real time monitoring & closing & addressing
grievances of associates
 Delegation of authorities within team, employee engagement programme to control attrition
for the organization
2. Current Organization : Hinduja Global Solution.
Duration: 01-11-2014 to 26-12-2014 (2 months)
As an Assistant Manager (OPS).
Work Profile:
 Handled team of at least 5 TL.
Responsibilities:
 Effective monitoring and managing team performance on key deliverables for Airtel Process.
 Preparation of daily and weekly reports.
 Repeat Analysis and target achievable.
 Trend analysis and action plans.

2.  Handling escalated calls, follow up for resolutions and outcall customers.
 Frequent checks on RTA for SLA of the LOB.
 Delegating authorities to skilled staff for building confidence along with leadership qualities
thus sharing a hand in building the next leaders.
 Handling floor activities which includes real time monitoring & closing & addressing
grievances of associates
 Delegation of authorities within team, employee engagement programme to control attrition
for the organization
2. Previous Organization : Kochar Infotech Pvt Ltd.
Duration: 05-08-2013 to 28-10-2014 (14 months)
As an Assistant Manager (OPS).
Work Profile:
 Handled team of at least 6 TL.
Responsibilities:
 Effective monitoring and managing team performance on key deliverables for Reliance
Premium Process.
 Drive performance with effective coaching and situational feedback to team members.
 Preparation of daily and weekly reports.
 Trend analysis and action plans.
 Handling escalated calls, follow up for resolutions and outcall customers.
 Handle projects assigned at Circle level and other related activities.
 Maintain relevant documentation as per TL SOP.
 Set/agree to goals and objectives of each team members by means of MGS (Monthly Goal
Sheet) as per agreement with Client.
 Publishing dashboards on various KPIs.
 Performing random call audits for checks on quality of service.
 To provide coaching and feedback to associates to bridge the gap between projected &
achieved Performance levels to meet business partner requirements.
 To provide refresher courses on product and KPI metrics.
 Direct interaction with quality teams to have regular calibration sessions.
 Initiate & execute coaching and mentoring programs for new joiners.
 Close looping with quality and HR team for all ZTP.
 Frequent checks on RTA for SLA of the LOB.
 Delegating authorities to skilled staff for building confidence along with leadership qualities
thus sharing a hand in building the next leaders.
 Participation in all client & internal con-call. ( first point of contact )
 Help in the process of external hiring of Executives.
 Mentoring & delegation of authorities.
 Handling floor activities which includes real time monitoring & closing & addressing
grievances of associates
 Delegation of authorities within team, employee engagement programme to control attrition
for the organization
 Coordination with the support departments and other functions
3. Previous Organization : Spanco BPO
Duration: 13-12-2012 to 04-08-2013 (8.5 months)
As an Assistant Manager (OPS).
Work Profile:
 Handled team of at least 15 TL.

3. Responsibilities:
 Effective monitoring and managing team performance on key deliverables.
 Drive performance with effective coaching and situational feedback to team members.
 Preparation of daily and weekly reports.
 Trend analysis and action plans.
 Handling escalated calls, follow up for resolutions and outcall customers.
 Effectively develop team members for next level through projects.
 Handle projects assigned at Circle level and other related activities.
 Maintain relevant documentation as per TL SOP.
 Training New TLs / ATLs on TL SOP.
 Mentoring tenured CCs for next level.
 Roster Management (Intraday Exceptions & Manpower Deployment).
 Member of the CC Intranet Project.
 Member of a Circle Training Team.
 Daily Briefing Points (DBP) for the Circle.
4. Previous Organization : Reliance BPO ( 62 months)
Duration: 20-10-2007 to 12-12-2012.
Working as a Senior Team-Leader
Work Profile:
To ensure that overall center’s performance is above expectations, consistently, and to maintain
high motivation levels among the team members by creating a competitive and conducive
environment. To ensure client satisfaction by delivering desired performance.
Responsibilities:
 To look after recruitment.
 To look after administration part of the call center.
 To ensure quality of service & CSAT.
 Coordinating with client & client service team for client satisfaction.
 Coordinating with technology team for enhancing customer experience.
 Coordinating with MIS team for reports generation.
 Handled RTL Kolkata call center as per business requirement and in the absence of center
Manager.
 Effective monitoring and managing team performance on key deliverables.
 Drive performance with effective coaching and situational feedback to team members.
 Trend analysis and action plans.
 Handling escalated calls, follow up for resolutions and outcall customers.
 Effectively develop team members for next level through projects.
 Roster Management (Intraday Exceptions & Manpower Deployment).
5. Previous Organization : SPARSH BPO ( As a TECHNICAL SUPPORT Executive)
Duration: 9-9-2006 to 19-10-2007. (12 months)
Job Profile : Responsible for taking calls for an inbound BSNL BROADBAND GSM
process. Solving the technical queries of the customers and achieving the set objectives in terms of
Quality and Productivity, keeping in mind the company policies and Customer Satisfaction as the
prime motto.
ACADEMIA
 BA (Calcutta University)
PERSONAL DOSSIER
Strengths:
 Excellent Managing Capability.
 Excellent Situation Handling Capability.

4.  Quick Learner, stretchable towards jobs and very adoptable with present environment.
 Excellent Communication Skill in English, Hindi and Bengali.
Hobbies and Extra Curricular Activities:
 Music, Singing and Net Surfing
Self Assessment:
My priorities in life are Punctuality, Sincerity and carry out my responsibilities as perfect as possible.
Current CTC: 3 Lakhs 20 Thousand.
Expected CTC: Negotiable and as per the company standard.
Notice Period: Immediate.
P1assport No.: L9593760
Personal Profile:
Date of Birth : 27th
February, 1981.
Language Known : English, Hindi and Bengali.
Father’s Name : Mr. M.M.Chowdhury
Marital Status : Married.
Déclaration :-
I hereby declare that the information mentioned above are true and correct to the best of my
knowledge.
SIGNATURE OF THE CANDIDATE
Swarup Chowdhury