Somdeb Roy

Experience

• 

  Wipro BPS

  Nov 2004 - now

  Led a team of voice coaches in Kolkata and have been responsible for Performance management on CSAT/NPS of leading UK & US processes in Kolkata through floor training, coaching & feedback. The job role entailed a CRM to mediate in all the communication between Training and Operations so that opportunities of improvement and sustenence of good practices could be approached in a two pronged manner by closing the gaps. New hire and floor training on Voice and accent Process Transaction monitoring and coaching. Respond to inbound calls and resolve issues.

  • Training Manager

    Mar 2014 - now

  • Voice coach lead Kolkata

    Nov 2011 - Mar 2014

  • Customer Relations Manager

    Feb 2010 - Nov 2011

  • Communication Trainer

    Feb 2007 - Feb 2010

  • Quality Analyst

    Feb 2006 - Feb 2007

  • Advisor

    Nov 2004 - Feb 2006