Panchajanya Choudhury
Director of Operations @TELUS Digital
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WORK HISTORY
Director of Operations @TELUS Digital
Gurugram, IN
I lead a team of professionals responsible for ensuring the delivery of exceptional sales, customer service and efficient operations. With over 16 years of experience in the call center industry, I have a proven track record of successfully managing complex operations, driving process improvements, and enhancing customer satisfaction.In this role, I oversee all aspects of operations, including workforce management, quality assurance, training and development, and technology integration. I collaborate closely with cross-functional teams to develop and implement strategies that drive operational excellence, meet business objectives, and deliver an outstanding customer experience.
SKILLS
ABOUT PANCHAJANYA CHOUDHURY
Operations leader skilled in Service Delivery, Operations Management, Customer Relationship Management (CRM), Business Process Improvement, and Outsourcing A strategic leader with a proven track record of over 14 years in leading teams that are profitable in outsourced campaigns specially in telecom and tech support in both voice and chat infrastructure. I have deep interest in stitching my knowledge & knowhow with the business goals and bottom line.I have consistently achieved a high CSAT score by exceeding expectation, achieving service excellence and plugging in the procedural loopholes for providing a seamless service experience to the customer. Demonstrated success in the field of customer service & sales by setting and meeting challenging targets, strengthening the client base and enhancing business opportunities by strategically managing key aspects of the business As a People-Oriented professional, have impressive achievement in setting up and leading teams that are recognized across internal and external clients as the “Team to follow”
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