Assistant Manager - Operations with 12 years of experience in Evaluating Center performance and ensuring that goals are being met or revised, Monitoring productivity of customer service representatives and generates reports, Determining work procedures, prepares work schedules, and expedites workflow. Identify skill and knowledge gaps, managing and execution of training needs.

1. Key Skills
Operations Management
Training & Development
P&L Accountability
Data Analysis and Analytic
Forecasting & Scheduling
Performance Management and
Appraisal
Sales - Inbound & Outbound
Team Building & Leadership
Action Planning & Execution
Red – Zone Intervention
Profile Summary
A result-oriented professional with rich experience in Contact Center
operations with expertise in managing clients and businesses in domains
like team leading, technical support, sales and customer service
Managed span size of 150 – 200 employees comprising of Associates, Team
Leaders and Trainers; developed employee objectives and set expectations
Skilled in monitoring knowledge cell module development & materials
development; monitored the daily performance reports and provide daily,
weekly and monthly coaching to employees
Experienced in creating business reviews and presenting it to the client in
monthly and quarterly meetings
Experience in conducting performance reviews and appraisals; Managed
monthly absenteeism / shrinkage and attrition within SLA threshold
Experience in conducting meetings for evaluating training needs and
streamlining processes to ensure smooth functioning of operations
Expert in conceptualizing & developing training & development initiatives
for improved productivity, building capability and quality enhancement.
Proficient in undertaking validation & development of courses and training
material and in training evaluation and assessing effectiveness
Interested in taking campaign and site level responsibility, analyzing task
and growing up the hierarchy
Career Timeline
Infinite
Computer
Solutions India
Ltd., Bangalore
e4e Business
Solutions,
Bangalore
Apr’04-Apr’10 May’10-Jan’11
Aug’11
SITEL Operating
Corporation India
Ltd., Bangalore
Jan’11-Dec’15
ABHIJIT GUPTA
Assistant Manager - Operations with nearly 12 years of experience in
Call Centre / BPO / ITES industry
Targeting senior level assignments in Operations Management and
Training & Development
abhijgup@gmail.com / abhijgup@outlook.com
9886692741 / 8884755006

2. IT Skills
Operating Systems
Windows – 98SE, 2000, XP, Vista, 7, 8 and 10
Apple MAC – 10.0, 10.1, 10.2, 10.3, 10.4 & 10.5
Microsoft Office Suite–Office XP, 2003, 2007, 2010 & 2013
Advanced Formatting in Word 2003/2007/2010/2013
Basic Access 2003/2007/2010/3013 Tables
Basic Features of Excel 2003/2007/2010/2013
Customizing PowerPoint 2003/2007/2010/2013 Presentations
Excel 2003/2007/2010/2013 Chart and Multimedia Features
Excel 2003/2007/2010/2013 Basic Formulas and Functions
Formatting Data in Excel 2003/2007/2010/2013
Using Tables, Charts, and Graphics in Word 2003/2007/2010/2013
Working with Tables and Media Features in Word 2003/2007/2010/2013
Work Experience
Jan’11-Dec’15 Infinite Computer Solutions India Ltd., Bangalore
Growth Path:
Jan’11-Oct’11 Team Leader - Operations
Nov’11-Dec’15 Assistant Manager - Operations
Key result Areas:
As Assistant Manager - Operations
Framing work direction & plan for associates after assessment of their capabilities; preparing and presenting various
weekly / monthly MIS reports pertaining to process / productivity
Mapping customer’s needs, identifying improvement areas & implementing measures to maximize customer
satisfaction levels; assisting the customers
Developing effective induction program.
Improve, manage and maintain important KPIs (CSAT, AHT, FCR, RPC and Sales Conversion)
Evaluating Center performance and ensuring that goals are being met or revised; planning center incentive packages,
contests, reporting (MIS); monitoring productivity of customer service representatives and generates reports
Identifying training needs across levels through mapping of skills required for different roles and analysis of the
existing level of competencies
Leading, training & monitoring the team to ensure efficiency in business operations and meeting of individual &
group targets
Coaching and training of supervisors to ensure that they are properly managing their areas; providing them the
necessary tools to do their job
Planning, implementation and evaluation of professional soft skill development programs for employees as per
evolving needs of the business.
Conducting process training, process knowledge tests and training to bridge the process gaps and updating of new
process requirements, identify the learning gaps of associates and plan training to address same
Managing the subordinates and providing overall direction, coordinating, planning, assigning and directing work
Leading and managing Bangalore Training Team to ensure the achievement of objectives and managing provision of
Bangalore training operation and expanding training program; developing effective induction program
As Team Leader - Operations
Transition Technicians from Training to Production; supervised 15 – 20 inbound Technical Support Representative
(TSR); ensured ≤10% planned and unplanned absenteeism monthly;
Monitored the daily performance reports and provide daily, weekly, and monthly coaching to associates and Sr.
associates on KPIs; ensured ≤5% attrition monthly
Developed agent objectives and setting expectations; monitored call center agent performance
Trained agents on a regular basis and developing customer service skills; rated agent performance in a summary
fashion; checked process sanity
Monitored Performance of New Hires and create action plans for improvement; Developed agent objectives and set
expectations

3. Significant Accomplishments:
Acted as a part of the team to establish SKEP processes, controls & systems to ensure operational excellence and
reduce non – performance risk by 60%
Attributed systems expertise for each team member across Network applications and built a supporting training
series to address knowledge gaps
Organized programs such as New Hire Intervention Plan (OCP) to build competencies of teams / members
Dealt with Phoenix training programmes for the employees and organized Refresher/Upskill and Cross
Skill Training Program on Operational KPIs for employees’ development
May’10-Jan’11 e4e Business Solutions, Bangalore as Team Leader - Operations
Key result Areas:
Supervised 15-20 inbound Technical Support Representative (TSR); ensured ≤8% Planned and Unplanned
absenteeism daily; monitored the daily performance reports and provide daily, weekly and monthly coaching to TSR
Ensured ≤5% attrition monthly; developed agent objectives and setting expectations
Previous Experience
Apr’04-Apr’10 SITEL Operating Corporation India Ltd., Bangalore
Growth Path:
Apr’04-Mar’05 Technical Support Representative
Apr’05-Aug’06 Subject Matter Expert
Sep’06-Apr’10 Team Coach – Operations
Education
Methodist High School, ICSE (Class X) in 1999
Methodist High School, ISC (Class XII) in 2001
B.Sc. Computer Science, Bangalore University in 2004
Personal Details
Date of Birth: 21st September 1982
Languages Known: English, Hindi & Bengali
Address: Flat No. 312, Sankalpa Building, T.N. Mukherjee Road, South Subhas Pally, Dankuni, Hooghly –
712311, West Bengal