Dipankar Das
Operation Manager at Startek
- Role
- Operations Manager at Startek
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Dipankar Das
I have total 12+years of Experience. Operation Manager / Team Leader / Sr. Bat…
Experience
Operations Manager
Sep 2024 — Present · Lucknow, IN
Leading a team of 120+ FTEs for Uber CX, managing both Voice and Backoffice Lines of Business (LOBs).• Accountable for key operational KPIs including Service Level (SL), Abandon %, CSAT, FCR, Quality, AHT, Shrinkage, and Attrition.• Monitoring daily performance through scorecard reviews and ensuring timely corrective actions.• Driving bi-monthly and monthly Team Manager (TM) performance reviews to enhance metrics like Customer Escalations, CSAT, Quality, and AHT.• Acting as the primary point of contact during client calibration calls and managing client expectations effectively.• Leading Weekly and Monthly Business Reviews (WBR/MBR) for the India site.• Spearheading initiatives in Attrition and Absenteeism Management to maintain staffing stability.• Conducting disciplinary meetings across levels—from Team Managers to Assistant Managers.• Actively contributing to Internal Job Postings (IJP) and talent movement across business verticals.
Education
Indira Gandhi National Open University
Bachelor's degree
2013 — 2017
Lloyd School of Business
Master of Business Administration - MBA
2018 — 2020
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