Sovik Bhattacharjee

About Sovik Bhattacharjee

My key responsibilities include to run projects, guide statistical analysis & show root cause, basis Lean Six Sigma Concepts. My Major KRA & KPI includes:1. Successful Completion Of Business Projects- This is focused on completing the Quality Project (e.g, completing the number Values Adds / Projects / Initiatives mapped with Financial benefit)2.RnP Matrix - Understands the performance of each and every program and providing Guidance to the team to Successfully achieve the RnP Matrix of the business on Monthly basis.This is focused on completing the Quality Project (e.g, completing the number Values Adds / Projects / Initiatives mapped with Financial benefit)3.Assists in Successfully Improving Operational Performance- Works with OPS and communicates well with the rest of the senior team in the region in terms of what needs to be worked on, to ensure that operational performance is improved on KPIs. KPIs can be either those that are directly focused on by the client or those that should be focused on by the client but may not be at this time. Be responsive to the need of the business as they arise. This includes reducing penalties and achieving incentives where applicable. 4.Reports Quality Performance Accurately, Timely, and in a Manner that is Useful and Understandable to Clients and Startek Operations - This is focused on ensuring that the periodic reports (e.g, monthly or weekly) are produced in manner that is timely and effective.5. Analytics / Automation - This is focused on ensuring the correct analytics are done to understand the situation. Bring in Automation in the business where the either the Work Activities of Agent or Automation of reports which can lead to reduction in time for carrying out the work activity.6. Is Impressive To Clients - This is focused on ensuring that the Quality head is impressive to both existing and potential clients. Typically, this would come about through communications with clients either in person or over the phone and either orally, through powerpoint presentations, or through word documents or excel files.7.Manages & develop subordinates8. Value Addition (Exp)Further, I am trained professionals on Power BI & other, BI platforms & tools.

Experience

1. Senior Manager

   Cogent E Services

   Sep 2024 — Present · Noida, IN

   Here I am taking care of Training & Quality as Head of the department. Associated with BFSI & HEALTH CARE vertical. Leading a team of 2 Managers, 2 Assistant Manager, 1 QTL & 22+ Trainers & QA\'s.Associated with diversity from sales to customer service.Certified as Authorized Verifier under IRDAI.

Education

• St.Augustine"s

  ICSE, Science

  1990 — 2005

• Sikkim Manipal University

  MBA - With HR & Finance, HR major

  2010 — 2012

• RamaKrishna Mission VC College -Rahara

  Bachelor of Science (B.Sc.), Mathematics and Statistics

  2007 — 2010

• Insurance Institute of India

  Corportate Authorized Verifier, Insurance

• Central Model

  AISSE, Science

  2005 — 2007

Skills

• Sourcing
• Vendor Management
• Service Delivery
• Technical Support
• Business Analysis
• Talent Acquisition
• Mis
• Employee Engagement
• Management Information Systems (Mis)
• Outsourcing
• Screening
• Risk Management
• Team Management
• Human Resources
• Performance Management
• Servers
• Crm
• Management
• Networking
• Customer Retention
• Customer Service
• Bpo
• Recruiting
• Operating Systems
• Hardware Support