Rupak Chatterjee

Rupak Chatterjee Mobile: -, Email:-Skype ID: rupak.chatterjee Seeking senior level assignments in Process, Operations management for India and Human Resource – Recruitment. PROFESSIONAL SUMMARY A result oriented professional with 18 years of experience in Business Process Outsourcing managing different genre of business verticals such as Telecom, E-Commerce, IT sales, Banking HRO, Collections, Consumer durables, Automobile and Insurance for India and United States. Accomplished experience in field of end-to-end recruitment, digital hiring, team handling & Vendor management. Working with Teleperformance formerly known as Intelenet Global Services Pvt Ltd since June 2010, Bangalore – India as Senior Director – Human Resource – Recruitment, handling end to end recruitment for South region. Certified Six Sigma Green Belt, QAI. Keen planner, strategist and implementer with demonstrated abilities in accomplishing business growth on a consistent basis. In depth understanding of business processes and structured methodologies being practiced in Industry. Accountable for managing PNL, People management and Client relationship. An effective communicator with excellent interpersonal skills. Significant experience in the management of business operations, execution of business plans for achieving revenue target. Knowledge of transition including complete documentation and setting up a program from the implementation stage to a go live. CORE COMPETENCIES Operations Evolving strategies to achieve customer KPI metrics for each Outbound and Inbound program and implementations of recognition programs for employee motivation. Managed Outbound Tele-Marketing Sales programs for International and domestic clients such from IT, Share trading company and telecom clients. Accountable for meeting the revenue for the program against the forecasted revenue. Formulating monthly, annual program SLA’s and develop operational plans for the achievement of these goals. Daily, Weekly and Monthly Performance reviews of teams Handling on time accurate Invoicing and payment collection from the customers. Implemented performance-based score card for each level in Operations Human Resource – Recruitment Diversified Hiring – Non metro hiring, Hiring people with disabilities (PWD), Campus recruitment – Virtual, Gender Mix, Digital Channels (Social Media) Cost control - Alternate channels of recruitments, CPH control, Pre screening prior to AMCAT, Apprenticeship Act Automation – Recruitment BOT, Digital signatures on offer letters, SmartMeet Interviews Managing Sourcing & Tele-calling Channel Managing Vendor Channel Internal Referral Client Servicing Attending to client concerns and complaints. Undertaking steps to effectively resolve them. Conducting CSAT surveys to gather customer’s feedback. Building and maintaining cordial business relations with major corporate clients, ensuring customer satisfaction by achieving delivery and service quality norms. Analysis Skills Perform Data analysis for Outbound and Inbound projects which highlight specific opportunities for process Improvement. Dialer management and strategies for improvement in contact rate. P&L analysis to optimize EBIT performance. Detailed Voice of Customer for Process Improvement. Work force management strategies to optimize inbound service level performance. Customer Profile Outbound Virtual Relationship Management: Team of 100 associates handling PAN India Outbound customer service of Platinum customer base of Top Telecom service provider in India. Program Type – Handling end to end customer services through Outbound and Email support. Handling account management of the corporate customers Collections and Bad Debt Management Retention and Upselling of High end Sales Leads High Value Acquisition and Winback Outbound: Top Telecom operator providing Acquisition of customers and Winback activities for PAN South customer base. Program Type – Outbound Lead generation Key Performance Metrics – Contacts, Sales Leads, Login Hours and Quality Billable count – 196 agents Tele-Verification – Handling Inbound and Outbound customer document verification for a reputed Telecom company for their South and Delhi Prepaid, Post-paid and Fixed Line customer base (Customer Experience division). Program Type – Inbound and Outbound document verification Key Performance Metrics – Quality, Service Level, Answered Level, AHT, Contacts and Login Hours Billable count – 300 agents Inbound Customer Service Handling Inbound customer service for CDMA and GSM customer base of North circles Inbound customer service for Consumer as well as Business customers for Qatar based Telecom company and provide services in English, Malayalam, Hindi and Arabic CAREER GRAPH Since March’03 Customer First Services Pvt Ltd, later acquired by Aegis Limited (2006), Bangaluru – India Growth Path: March’03 – March’04 Customer Care Executive (worked in US program) March’04 – March’05 Sr. Customer Care Executive (US and UK program) March’05 – March’06 Team Leader – Operations (US program) March’06 – March’07 Assistant Manager – Operations (US program) April’07 – January’10 Manager – Operations (India program) June’10 – April’17 Senior Manager - Operations, Teleperformance (India) April’17 – January’20 Director – Operations, Teleperformance (India / Qatar) January’20 – Till Date Sr. Director – Human Resource, Recruitment (TP South) Notable Accomplishments TOPS TTT Certified – Delivered training for TL and above at organization level on Teleperformance Operations Processes and Standards Best Operations Manager Category Award 2012 – Serco Pulse Awards, Mumbai Best Agile Partner Award Best Performing Site PAN India for MNP (Mobile Number Portability) Received the “Best Employee Award” of the year 2005. Novell certified sales person Linux certified sales person Aegis Ace Graduate – 1 Year employee development program Received Best Service Delivery Leader Award for North Region for the year 2016-17 Attended training for COPC – 2000 CSP Standard (Release 4.3) 1.0 – Leadership and Planning 2.0 – Processes 3.0 – People 4.0 – Performance ACADEMIC CREDENTIALS Bachelor of Science from Bundelkhand University Jhansi, India, Year of Passing - 2002 Higher Diploma in Software Engineering Computer Skills Operating System: MS Windows Vista Software Packages: MS Office (Word, Excel and Power Point) PERSONAL DETAILS Date of Birth: June 14th, 1981 Languages: English, Hindi and Bangla Marital Status: Married Nationality: Indian Current Salary (CTC): 22 Lakhs Expected Salary CTC: 30 Lakhs Contact Address: Flat#412, GR Sagar Nivas, Rayasandra, Hosa Road, Bangalore - 560099