Rahul Majumder

Experience

• 

  Apeejay Surrendra Group

  Jun 2005 - Oct 2005

  Data Entry Operator

  Data Entry Operator for entire west Bengal region

• 

  Startek India

  Oct 2005 - Oct 2015

  Worked as TL in Command Centre (WFM Operations) and handling Vodafone B & J with a overall headcount of 600+ associates operating from 3 different locations across the country. Workforce Management – capacity planning, scheduling and rostering, CMS operations, Aux & headset management. Involved in Co-coordinating with transport team to ensure smooth transport availability and No Show control. Process attendance tracking and downtime management .Co-ordination with clients and other departments to ensure optimum performance and smooth operational flow. Actively involved with MIS team for designing and generating various reports such as Shrinkage & Attrition reports, Agent productivity reports, Login Hrs compliance data & rosters… Show less Lead a team to ensure that the published standards of KPIs & KRAs are being achieved. Assist team to achieve and exceed targets defined by business. Mentor the team to adhere to company’s various policies and process and attend various training program to performance improvement. Highlight control and system weaknesses through regular process audits and control checks for the team and review for robust ‘maker-checker’ procedures. Assist team in the conduct of crisis management through structured volume forecasting and capacity planning. Prepare various MI dashboards which can help and make my team members life easy to understand and read various data. Show less

  • Assistant Operations Manager

    Jun 2014 - Oct 2015

  • Assistant Operations Manager

    Jan 2011 - May 2014

  • Team Lead-WFM-Command Centre

    Jun 2009 - Dec 2010

  • Team Leader

    Feb 2007 - Jun 2009

  • Executive Ops

    Oct 2005 - Jan 2007
• 

  Tech Mahindra

  Oct 2015 - Dec 2016

  Project Manager Operations

  Managing a large domestic account with overall span of 300+ spread across 4LOB's .End to End performance delivery ,profitability and Client relationship management.

• 

  SIMPLY GRAMEEN BUSINESS SOLUTIONS PRIVATE LIMITED

  Mar 2017 - Aug 2017

  Site Manager-Service Delivery

  Working in the capacity of Site Manager-Service Delivery for a large BFSI Non-Voice organization Working as site head with overall span of 300. Responsible for overall service delivery of all verticals-HR, Admin, Quality/Training Legal & Compliance also ensuring profitability of the centre..

• 

  Karvy Digikonnect

  Aug 2017 - Apr 2018

  Operations Manager

  Managing a large order management process spread across 4 different lobs, for India's largest soft drink manufacturers.

• 

  Teleperformance

  Apr 2018 - Sept 2022

  Managing gamut of cluster accounts providing omni-channel solutions for customer Support/Tech Support/Video Assistance support/Sales and collections vertical.. End to end account management for a large E-commerce program spread across Email/ Chat and Voice LOB's. Accountable for overall KPI delivery, profitability and client relationship management Leading the Bangalore site end to end for e-commerce account, managing overall service delivery

  • Senior Operations Manager

    Mar 2021 - Sept 2022

  • Senior Operations Manager

    Jan 2020 - Feb 2021

  • Operations Manager

    Apr 2018 - Dec 2019
• 

  Startek

  Sept 2022 - now

  Senior Manager-Operations

  Managing large scale back office operations comprising of 550+ FTE for one of India’s largest E-Commerce player,entrusted with responsibility of SLA management,Profitability,Client relationships and business scalability