Biswanath Banerjee

Experience

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  Infosys

  May 2004 - Jul 2006

  Customer Support Specialist

  ● Working with INFOSYS I was an executive as a CISCO Technical support and later was promoted as a Sr Executive for a US Mortage – Washington Mutual. My job was more into collection and follow-up with the Customers on defaulter Mortgage loan accounts.● My job was not limited to only Business Operations but instead I was also a part of the reporting team wherein I used to collate daily, weekly and monthly data for my process and assist my Team Manager in preparing reports. While working with Infosys I got an opportunity to train a few team members regarding the process and mentoring them to perform better. Show less

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  Firstsource

  Aug 2006 - Dec 2007

  Workforce Management Analyst

  ● At ICICI OneSource (Firstsource Solutions), I was promoted as an Executive into WFM Team which deals with managing the reports for the Clients, sending invoices for the company, managing call queues, and Dialer management for collections team, Scheduling and Forecasting. I was also handling the Weekly Calibration call with the Clients and the Reports for the Week as well as for the Month and also managed the WFM team across Mumbai and Bangalore.

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  HSBC

  Jan 2008 - Nov 2011

  Fraud & Risk Analytics

  ● Working with HSBC, I was into Fraud & Risk Analysis for UK based Debit & Credit cards for HSBC Customers. I possess a detailed knowledge of the Fraud & Risk Analysis in Banking Industry and was rigorously trained on all forms of compliance and security methodology. I had also dealt with the Premier and Private Banking customers for HSBC.I had also worked with the Fraud Investigation team where we used to investigate the Frauds identified and after investigation we used to proceed with the charge back on the account. I had also mentored new training batches for the Business and was also a part of the complaints team. Show less

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  EXL

  Mar 2012 - Jan 2013

  Sr Collection Specialist

  ● In EXL Services, I was working with the B2B Collections team for a UK Utility Provider-British Gas where I had to follow up on the delinquent accounts and collect the overdue accounts’ had worked with different stages of collections from the 7 days past due to 180 days past due. I was also a part of the Skip tracing team where we used to track the customers through the applications and methodology and check for the payments. ● I was also included in the reporting team of my process and we used to prepare several dashboards for the business in terms of Revenue generation and also SLA Metrics reports. Show less

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  Wipro

  Jun 2013 - Jun 2014

  Service Delivery Specialist

  ● In Wipro, I had worked with the Operations support for UK based Telecom giant-British Telecom managing their Land-line portfolio. My responsibilities would mainly include mentoring new batch, handling escalations on email & calls. I had also shown responsibility towards coaching, analysing the area of improvement for the new hires and providing timely feedback through call listening and mock calls. Apart from the BAU job, I had to maintain the Daily, Weekly and Monthly reports for the Process and see to that all intervals (half hourly and hourly) are met as per agreement with the business area. I had to prepare reports for the Stack Ranking on a monthly basis and maintain the CSAT scores and repeat % for the advisors. Show less

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  Startek India

  Dec 2014 - Aug 2016

  WFM Specialist

  ● In Aegis Global Solutions I was into a WFM Lead role (Step Up Role) with 3 other WFM Associates reporting to me from WFM team to maintain the daily Client dashboard for Agent Performance, Non Agent Performance, Login Compliance Report, Login Adherence Report, Schedule Attainment Report, Login Hour Deficit Report, Max Delay Report for a Middle east based Telecom Business Unit.● I was looking after the Call Forecasting, Capacity planning and scheduling for the Business.● I used to provide feedback and do internal Quality check for all reports as published by my team.● Providing RCA’s and Business Insight was also one Key factor for the business which was provided when there was any missed SLA’s. Show less

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  BT Group

  Aug 2016 - now

  ● In BT, I look after the reporting team for BT Global Services Team which includes regions of AMEA, LATAM, USA, Europe, and Australia along with 6 other members in my team. I look after the Shrinkage, Capacity & Resource Planning, and Attrition report, Headcount Inventory and other operational KPI's as designed and demand in the operational flow. I also prepare various dashboards for our Global Service Delivery and Service Assurance including NPS, Change Management, Risk Management, and Incident Management & Problem Management. I provide detailed Business Insight Analysis of the reports to the VP’s, Directors and Business Heads. Show less

  • Resource Partner

    Mar 2023 - now

  • Resources Manager

    Jun 2019 - Mar 2023

  • Business Intelligence Manager

    Jun 2018 - May 2019

  • Workforce Manager

    Aug 2016 - May 2018