Suvro Biswas

Experience

• 

  Startek India

  Jan 2010 - Jun 2015

  • Responsible for managing DHL, I-Care, Frontend & Backend team performance and meeting team deliverables• Bring continuous improvement in process management and team performance• Supervise and support team members to ensure that customer service is consistent with or exceeds client’s quality service standards• Check and track on daily basis available head count, planned, unplanned absenteeism, and attrition for the team• Resource planning and allocation• Status tracking and reporting• Maintaining SLA target on a monthly basis to achieve desired KPI’s• Preparing Flash Reports for the team• Team Management• Co-ordination between different teams• Attrition and Absenteeism Management• Rewards and Recognitions management• Annual performance review of team members• Handling client calls & daily ops call for all the process• Calibrating, Mentoring and managing the agents for the improvement of their quality of work• Ongoing Training Initiatives - Retraining, Training on New Products and Training for gaps identified Show less Responsible for managing team performance and meeting team deliverables.Bring continuous improvement in process management and team performanceSupervise and support team members to ensure that customer service is consistent with or exceeds client’s quality service standards.Check and track on daily basis available head count, planned, unplanned absenteeism, and attrition for the team.Resource planning and allocation Status tracking and reportingMaintaining SLA target on a monthly basis to achieve desired KPI’sPreparing Flash Reports for the team Team ManagementCo-ordination between different teams Attrition and Absenteeism ManagementRewards and Recognitions managementAnnual performance review of team membersHandling client calls & daily ops call for all the processCalibrating, Mentoring and managing the agents for the improvement of their quality of work. Ongoing Training Initiatives - Retraining, Training on New Products and Training for gaps identified Show less

  • Operations Team Lead

    Apr 2013 - Jun 2015

  • Senior Executive Officer

    Jan 2010 - Mar 2013
• 

  Ericsson

  Jun 2015 - Oct 2015

  Circle Coordinator

  • Coordinate between Circle & Central• Helping team to hiring resources as per requirement & availability• Responsible to maintain hiring process within allocate budget• Responsible for Resource attendance report in several media (AH Portal, MARS etc.)• Responsible for creation Purchase Order & GRN for salary payout as per timeline• Responsible to drive employees for training as per their current role in FRESCOM• Responsible for act as circle HR

• 

  Vodafone

  Nov 2015 - Dec 2018

  • Responsible for managing team performance and meeting team deliverables for multiple circles• Bring continuous improvement in process management and team performance• Supervise and support team members to ensure that customer service is consistent with or exceeds client’s quality service standards• Check and track on daily basis available head count, planned, unplanned absenteeism, and attrition for the team• Resource planning and allocation• Status tracking and reporting• Maintaining SLA target on a monthly basis to achieve desired KPI’s• Preparing Flash Reports for the team• Team Management• Co-ordination between different teams• Attrition and Absenteeism Management• Rewards and Recognitions management• Annual performance review of team members• Handling client calls & daily ops call for all the process• Calibrating, Mentoring and managing the agents for the improvement of their quality of work• Ongoing Training Initiatives - Retraining, Training on New Products and Training for gaps identified Show less • Responsible for managing team performance and meeting team deliverables• Bring continuous improvement in process management and team performance• Supervise and support team members to ensure that customer service is consistent with or exceeds client’s quality service standards• Check and track on daily basis available head count, planned, unplanned absenteeism, and attrition for the team• Resource planning and allocation• Status tracking and reporting• Maintaining SLA target on a monthly basis to achieve desired KPI’s• Preparing Flash Reports for the team• Team Management• Co-ordination between different teams• Attrition and Absenteeism Management• Rewards and Recognitions management• Annual performance review of team members• Handling client calls & daily ops call for all the process• Calibrating, Mentoring and managing the agents for the improvement of their quality of work• Ongoing Training Initiatives - Retraining, Training on New Products and Training for gaps identified Show less

  • Assistant Manager - Enterprise Business

    Nov 2018 - Dec 2018

  • Senior Executive - Enterprise Business Service

    Aug 2017 - Oct 2018

  • Senior Executive - Team Lead

    Jan 2017 - Jul 2017

  • Executive - Team Lead

    Nov 2015 - Dec 2016
• 

  _VOIS

  Jan 2019 - now

  The IT Operations Specialist has a good understanding of established concepts and procedures in IT operations including administration and maintenance of assigned applications, services, systems and solutions, incident management, problem management, change and release management and vendor management, to drive improvements through innovation, best practice techniques, and collaboration* Advises on and executes administrative activities against the operations plans, to enable the achievement of the Technology strategy* Supports the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs* Effectively coordinates with colleagues to deliver required applications, systems and solutions for all end-users, related to incident management, problem management, change and release management and vendor management* Understands market trends and contributes to suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support* Executes the tasks and activities in line with the plan to ensure the effectiveness of the area* Supports the end-to-end projects that improve customer and employee satisfaction* Supports the team in automation and digitization, capacity planning, analyzing, reporting and investigating service performance metrics* Maintains relations with internal and external partners* Uses communication skills to exchange ideas and information in a concise and logical way to support the team priorities, resolve incidents and interface with 1st line teams and with suppliers on incident resolution* Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas Show less The Solution Design Specialist focuses upon the provision of solution design advice and administration regarding the design and implementation of a solution and the application architecture according to the overall vision and target architecture. The Solution Design Specialist has a good understanding of established concepts and procedures in solution design and conducts technical analysis enabling the translation of the technical vision into a holistic solution design of future capabilities and features, including external dependencies, cross-domain integrations (APIs), and technical enablers/stories. Typically reports to the Solution Design Manager.Job Responsibility* Demonstrates a good understanding of procedures and concepts through extensive experience and advises on the execution of designing end-to-end solutions and cross domain integration and APIs in support of the technology roadmap* Supports the team to deliver activities related, but not limited to delivery of the target architecture vision and roadmap. Evaluating and prioritising roadmap items and translating them into designs, changes and non-functional requirements* Uses communication skills to exchange ideas and information in a concise and logical way to support defining technical stories to enable business capabilities, fostering re-use of existing components and accepts technical features following demos* Effectively interacts with colleagues, supporting with facilitating solution compliance to security, privacy, and regulatory needs, providing input and support to release planning and the adoption of new technologies into solutions* Works effectively with colleagues through defining non-functional, operational, security and quality requirements for solutions* Helps to ensure all relevant technical functions (e.g. architects, developers and operations) are involved during the definition and impact of the solution and facilitates interactions Show less Working in Business Support Team for Flexforce (Fieldglass) process.Responsibilities:• To be a SME and act as a second level support for CWD team as well as the local markets• Handle queries raised by CWD/Local markets on email, Ticketing tool etcAdhere and contribute to agreed SLAs around ticket acknowledgement and resolution • To performquote and purchase order processing and to support activities concerning supply chain area• To identify issues and improvement opportunities and drive resolution witha project thinking• Manage Qualitative checks for tasks performed by CWD/Local Markets• Involvein projects that demand technical acumen from Flexforce/ FieldGlass perspective • Delivers regular and ad hoc reports relating to the area• Works on process improvement,raises tickets for all technical issues, follows up and verifies resolution. Submits efficiency improvement and cost saving ideas• Shares best practices and coaches BAU• Processes purchase orders changes/ cancellations in SAP• Handles related queries withinSLA• Regression testing, Interface monitoring and support to Project activities/team Direct interface with Vodafone local markets globally on daily basis. Control and co-ordinate tasks involved in the job: task oriented Show less

  • Manager

    Sept 2022 - now

  • Deputy Manager - Technology

    Dec 2020 - Aug 2022

  • Assistant Manager - Supply Chain Management

    Jan 2019 - Nov 2020