Souptik Bhattacharyya

About Souptik Bhattacharyya

I am an operations and program management professional with experience running SLA-critical, large-scale delivery environments where decisions need to be made quickly, clearly, and with measurable impact.I currently work as a Workforce Management Program Manager at Amazon, supporting global, 24/7 operations across multiple geographies. My role sits at the intersection of operations leadership, workforce strategy, and real-time risk management—ensuring service levels are protected while enabling teams to operate efficiently during both steady-state and high-pressure scenarios.I partner closely with senior operations, workforce, and technology stakeholders to identify delivery risks, govern execution, and activate corrective levers such as capacity adjustments, cross-skill deployment, and utilization optimization. In critical situations, I have led rapid stabilization and backlog recovery efforts through structured coordination across teams and leadership layers.Alongside execution, I lead and mentor a team of real-time analysts in a continuous operations model, with ownership of coverage planning, escalation handling, and performance governance. I am known for being highly reliable, calm under pressure, and trusted for sound judgment, particularly in time-sensitive decision-making environments.I enjoy building scalable, practical solutions—process improvements, operational frameworks, and data-backed dashboards—that improve visibility and execution quality. My working style emphasizes accountability, clarity, and sustainable operational excellence.I am interested in operations consulting, service delivery leadership, and program management roles where I can help organizations improve execution, resilience, and performance at scale.

Experience

1. Program Manager Operations & Workforce Management

   Amazon

   Dec 2025 — Present · Hyderabad, IN

   Own real-time workforce and operations management for SLA-critical functions, supporting 600–700+ associates across India, Japan, Manila, Cairo (Egypt), SJO, and other global sites in a 24/7 environment.• Drive daily SLA governance (90% target, 24-hour turnaround) by monitoring operational risks, prioritizing workloads, and dynamically adjusting utilization strategies to prevent breaches.• Lead backlog recovery and incident response, mobilizing cross-skilled teams and coordinating directly with associates, managers, and senior leaders; successfully cleared 600+ backlog items within 2–3 hours during high-risk scenarios.• Act as primary real-time decision influencer, directing operational levers such as overtime activation, cross-skill deployment, utilization optimization, and adherence controls with high leadership adoption.• Serve as Peak Operations POC during large-scale sale events, ensuring stability during demand spikes through rapid response, close monitoring, and stakeholder alignment.• Partner with global Ops, Workforce, and Tech leaders (L4–L6+) to improve operational efficiency, resolve bottlenecks, and implement process and tooling enhancements.• Monitor and optimize productivity metrics including utilization, AHT, idle time, and non-productive time, enforcing escalation frameworks and corrective actions.• Lead and mentor a team of 8 Real-Time Analysts; manage shift planning, weekly offs, leave schedules, and act as the go-to escalation and SME in a 24/7 setup.• Build and leverage Excel dashboards, Power Query analyses, and real-time BI tools (Grafana, internal dashboards) to support data-driven operational decisions.

Education

• Howrah Zilla School

  Higher Secondary, Science

• Hindu School

  Secondary, General Studies

• Maulana Abul Kalam Azad University of Technology, West Bengal formerly WBUT

  BTech - Bachelor of Technology, Mechanical Engineering

  2013 — 2017