Surojit Shaoo

I am a PMP® certified and Lean Six Sigma Black Belt & Green Belt professional with over 21 years of experience in the Customer Services and BPO industry.

Briefly about my background:
I bring extensive experience across Voice and Non-Voice operations for both International and Domestic campaigns, with strong exposure to Inbound Voice, Sales, E-commerce, Outbound Lead Generation, Healthcare, Claims & Insurance, Hospitality, BFSI Sales, and Telecommunications. I have successfully led critical projects, business transitions, process setup, and service excellence initiatives, ensuring stable delivery and continuous improvement.

I have hands-on experience managing:

Technical Voice Support

Inbound & Outbound Sales

Non-Voice Support (Web Chat, Email, Social Media)

BFSI Sales and Back-office Operations

Healthcare Services

Over the years, I have worked with reputed clients such as HP, Bharti Airtel, Vodafone, Vodafone Idea, Star Network, Practo, Sapphire Medicals, US Claims & Insurance, and leading e-commerce and digital brands including Tata Cliq, OYO Rooms, PhonePe, Zomato, ITC, D2H, and Paytm, Traya, One Assist,OnSite Go

Project Management:    

• Preparing the Process Specification, Resource Planning, Implementation Plan (which includes periodic delivery schedule), Quality methodology and governance model for the process.     
• Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively in rapidly evolving global business environments.     
• Ensure Process execution as per design requirements and forecasts. Engaging in Incident Management to mitigate real time crisis.     
• Ensure that the project is being run within the agreed budget, resources meeting Quality KPIs  and report any variance to customer and key stakeholders.     
• Liaison with external vendor to facilitate smooth execution.     
• Ensure Customer Satisfaction by strategically focusing on Qualitative Tools and Techniques.     
• Stakeholder (Client Relationship) Management ,Quality Management and Business enhancement.     
• Anticipating Risks in the Process through Risk management methodology and ensuring Reward for individual KPIs are achieved and avoid Penalty of the Process by presenting Business case to Client and also applying Lean Six Sigma Methodology.     
• Aligning of optimal resources for different Project/ Process for new Business & governing smooth Process Transition.     
• Through Change Management process necessary changes in the process are implemented which helps in minimizing defects resulting in achieving targets of the process and maximize customer satisfaction levels.     
• Generating MIS Statistics report, chart & graphs for operational insight analysis, SWOT Analysis, error identification on Service Delivery.     
• Responsible for P&L and prepare ROI projections on new projects and accountable for Revenue Management of the process .     
• Build call center operational strategies by performing needs assessments, performance reviews, capacity planning, and cost/benefit analyses, productivity, quality, and customer-service standards.     

Customer Facing Engagement:    

• Maintain SLA and ensuring Service Delivery and achieving Process targets as per Client contract, RevenueGeneration and ramping up Business for the Organization.     
• Ensuring ROI to End User and Client     
• Formulate Service Improvement action plans for Process /Performance improvement.     
• Reviewing Process performance against contractual Qualitative and Quantitative metrics (Service Levels,  Handle Time, Quality Scores, CSAT Scores, Booking Conversion%, TNPS, etc.) and ensuring we meet client KPI’s – SL/AL, FCR, TNPS,ICE, Call/Chat Quality. Conducted Scrum Review meetings to facilitate performance achievement against monthly targets. Did Quality Projects to meet Client set KPI’s     
• People Management -- Manage cross functional team of experts to drive better operational efficiency and effectiveness and ensuring Performance Management, Quality Management, Conflict Management.    
• Assess development needs of the team and assist in training and development of them, set targets and monitor performance against goals and objectives with a focus in continuous improvement of the KPIs.    
• Monitor Day-to-day business operations to drive the business successfully.     
• Strategic Operations Planning, Budget planning, P&L projection, Roadmap, prepare Project charter & SOP and Implementation.     
• Pioneering Delivery Excellence Project to optimize Front Line Executives utilization and productivity.     
• Raise Invoices to the clients. Follow up with the payment processing of the billing and maintain the invoice with the accounts team.     

Domain Expertise:    

• Managing Non-Voice (Web Chat, Email & Social Media), Voice (Technical & Non -Technical) LOB in       

International & Domestic Process.     

• Profound experience in Inbound and Outbound Sales, Medical Insurance, Real Estate Lead Generation , CCTV campaigns , Mortgage calling-  lead generation , Ecommerce, Hospitality , Semi BFSI , Mutual Funds and Telecommunication Industry with extensive knowledge in Process Setup , Quality Projects and Business  

Transition.    

• Led teams across broad process and business disciplines. Focused teams on business objectives and tracked progress to ensure process milestones were achieved monthly, on budget and with the desired results.     
• Effective communicator with good relationship building & interpersonal skills.     
• Responsible for P&L and prepare ROI projections on new projects.     

Electronics Engineering Graduate