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Mitul Gogoi

Mitul Gogoi

Team Lead Operations

Followers of Mitul Gogoi540 followers
location of Mitul GogoiBengaluru, Karnataka, India

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  • Timeline

  • Skills

    Bpo
    Call centers
    Workforce management
    Team management
    Transition management
    Service delivery
    Sla
    Customer satisfaction
    Operations management
    Mis
    Team leadership
    Management
    Coaching

  • About me

    To join a company that offers me a stable and positive atmosphere and inspires me to enhance and therefore to innovate the work culture for the betterment of all parties concerned.

  • Education

    • Dibrugarh University, Dibrugarh

      2006 - 2007
      Master's degree Bioinformatics

  • Experience

    • Aditya Birla Minacs

      Oct 2010 - Jul 2012
      Team Lead Operations

    • Infosys

      Mar 2014 - Mar 2015
      Sr. Process Executive

       Training: Train a Team of 20 – 25 Advisors to deliver the best during production.  Performance Managements: Bottom Quartile Management through 7 Quality Tools (Pareto Analysis, Fish Bone, Control Chat, Check Sheet, Scatter Plots, Graphs and Histogram). Monitoring: Monitoring through Remote and Live Sessions. Both Sandwich and Layered Models of Monitoring. Coaching: Coach BQ Advisors to improve the performance and to meet the set SLA’s. Making Improvement Action Plan for Bottom Quartile Agents, Setting Step Goals and follow-up sessions. Continuous Improvement: Follow GROW Model for Continuous Improvement and structured process for achieving goals and solving problems. People Management: Controlling Absenteeism and Attrition though various People Management Methods. Calibrations: Calibration Sessions with clients to compete various process and product updates. Handling Escalations and Conflicts: Handle Client and Customer Escalations to sustain business and to sustain customer confidence. Managing Conflicts between Advisors to maintain employee morale, turnover, and litigation affecting the prosperity of a company. Reporting: Generate various MIS Reports like Productivity and Utilization. Annual Reviews and Career Plans: Feedback on Annual Review and Career Progression Plan depending on Advisor skillsets and interests. Show less

    • Accenture in India

      Mar 2015 - Jun 2018
      Procurement Sourcing Analyst

      Strategic Sourcing Analysts collect, evaluate, and analyze sourcing information to provide direction to their organization or their organization’s clients. Strategic Sourcing Analysts are employed by a wide range of establishments throughout the private and public sector such as manufacturing firms, utility companies, and the service sector.

    • Accenture

      Jun 2018 - now

      • Procurement Ops Advisory Specialist

        Dec 2021 - now

      • Procurement Advisory Senior Analyst

        Jun 2018 - Dec 2021

  • Licenses & Certifications