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Surajit Sinha

Domestic & International Process|Sr.Manager|Six Sigma|Operation Manager| BPO Manager| Call Center Manager |Customer Care Manager|Health Care|Customer Support|Sales|Retention|Ticket -Chat Handling

Bengaluru

16+ years of work experience

Visit Health
May 20241 yr 1 moMay 2025

Bengaluru, Karnataka, India

ü  Managed and monitored operations across 3 outsourced contact centers supporting healthcare testing services, including inbound and outbound customer interactions. ü  Led and supervised a team of 100+ Customer Support Executives, Team Leaders, and Supervisors handling patient inquiries, test bookings, reports, and service-related concerns through voice and email channels. ü  Developed and implemented training programs focused on healthcare processes, compliance, customer service, and quality standards, resulting in improved First Contact Resolution (FCR) and customer experience. ü  Monitored and managed open tickets related to test bookings, sample collections, report delivery, escalations, and customer complaints, ensuring timely resolution. ü  Ensured adherence to client-defined SLA, CSAT, Quality, and Compliance metrics while maintaining service excellence. ü  Managed lead generation and conversion activities for diagnostic tests, preventive health check-ups, and healthcare service offerings. ü  Oversaw team performance through regular coaching, quality audits, performance reviews, and productivity management. ü  Planned workforce schedules and rostering based on forecasted call volumes, testing demand, and operational requirements to ensure optimal resource utilization. ü  Conducted daily operational reviews and participated in leadership meetings to discuss performance, customer feedback, process improvements, and business objectives. ü  Coordinated with laboratories, sample collection teams, healthcare providers, and internal stakeholders to ensure seamless service delivery. ü  Managed critical patient escalations and high-priority cases with a focus on timely resolution and customer satisfaction.
Globiva
Nov 20221 yr 5 mosMar 2024

Gurugram, Haryana, India

ü  Monitoring 7 LOBs Call Canters (Inbound/Outbound) ü  Ensure adherence to FinTech, financial services, and regulatory requirements (e.g., KYC, PI data privacy) ü  Proper Data Management to ensure audit readiness and support internal and external audits. ü  Lead and manage a team of 100 customer support representatives, team leads, and supervisors across multiple channels (phone & email). ü  Developed and implemented training programs, resulting in a 80% increase in first-contact resolution. ü  Monitoring open Tickets . ü  Maintain the SLA/CSAT score as per Client requirements. ü  Lead Conversion. ü  Team Management. ü  Rostering based on forecasting of call volume. ü  Attend Leaders Review .
Apr 20202 yrs 8 mosNov 2022

ü  Managed end-to-end operations of a 300-seater ambulance support and emergency response process, ensuring adherence to SLA, quality, and response-time targets. ü  Oversaw emergency and non-emergency ambulance dispatch operations, ensuring timely allocation of vehicles and effective coordination with drivers, hospitals, and patients. ü  Led and managed large teams of customer support executives, dispatch coordinators, Team Leaders, and Supervisors to deliver seamless ambulance services. ü  Ensured rapid response and dispatch turnaround times by monitoring real-time operations and addressing service bottlenecks proactively. ü  Maintained high First Contact Resolution (FCR) rates by resolving patient, attendant, and hospital queries during the initial interaction. ü  Monitored key operational metrics including response time, dispatch accuracy, service levels, occupancy, productivity, and customer satisfaction. ü  Conducted regular training, coaching, and quality improvement initiatives to enhance team performance and service delivery standards. ü  Managed critical escalations involving emergency cases, ambulance availability, route planning, and hospital coordination. ü  Developed workforce plans, shift schedules, and rostering strategies based on forecasted emergency volumes and operational demand. ü  Ensured compliance with healthcare regulations, emergency response protocols, and client-defined service standards. ü  Fostered employee engagement, retention, and performance excellence through regular feedback sessions and development programs. ü  Collaborated with hospitals, emergency response teams, fleet management teams, and other stakeholders to ensure smooth and efficient operations.
Apr 20182 yrs 1 moApr 2020

Jul 20143 yrs 10 mosApr 2018

Dec 20103 yrs 7 mosJun 2014

Guwahati, Assam, India

ü  Managed end-to-end operations of Health advice support and emergency response process, ensuring adherence to SLA, quality, and response-time targets. ü  Oversaw emergency and non-emergency ambulance dispatch operations, ensuring timely allocation of vehicles and effective coordination with drivers, hospitals, and patients. ü  Led and managed large teams of customer support executives, dispatch coordinators, Team Leaders, and Supervisors to deliver seamless ambulance services. ü  Ensured rapid response and dispatch turnaround times by monitoring real-time operations and addressing service bottlenecks proactively. ü  Maintained high First Contact Resolution (FCR) rates by resolving patient, attendant, and hospital queries during the initial interaction. ü  Monitored key operational metrics including response time, dispatch accuracy, service levels, occupancy, productivity, and customer satisfaction. ü  Conducted regular training, coaching, and quality improvement initiatives to enhance team performance and service delivery standards. ü  Managed critical escalations involving emergency cases, ambulance availability, route planning, and hospital coordination. ü  Developed workforce plans, shift schedules, and rostering strategies based on forecasted emergency volumes and operational demand. ü  Ensured compliance with healthcare regulations, emergency response protocols, and client-defined service standards. ü  Fostered employee engagement, retention, and performance excellence through regular feedback sessions and development programs. ü  Collaborated with hospitals, emergency response teams, fleet management teams, and other stakeholders to ensure smooth and efficient operations. ü  Conducted regular business reviews with clients and leadership teams, presenting operational performance, challenges, and improvement initiatives.
SPARSH BIO-TECH PRIVATE LIMITED
Aug 20082 yrs 5 mosDec 2010

Gurugram, Haryana, India

ü  Call Audit ü  Audit Reports to published ü  Regular Feedback to covered ü  Call calibration ü  Refresher Training .

Surajit’s AI Stack

ChatGPT
ChatGPT
ChatGPT Images
ChatGPT Images

Education

MBA_Master of Business Administration, Business Administration and Management, General

MBA_National Institute Of Management New Delhi

20062 yrs2008

GBHS

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Headline

Domestic & International Process|Sr.Manager|Six Sigma|Operation Manager| BPO Manager| Call Center Manager |Customer Care Manager|Health Care|Customer Support|Sales|Retention|Ticket -Chat Handling

About

Results-driven BPO Sr./Ops  Manager years of experience in contact center operations like FinTech, Health Care, Banking ,Mobility Industry ,Telecom and  Insurance. Skilled in managing large teams, driving performance metrics, streamlining processes, and ensuring SLA compliance. Proven expertise in client & partner (Vendor) management, workforce planning, and delivering exceptional customer experience in both inbound and outbound projects.

Location

Bengaluru

AI stack

ChatGPT

ChatGPT Images

Work experience

Manager at Visit Health, May 2024 - May 2025 · 1 yr 1 mo, Bengaluru, Karnataka, India, ü Managed and monitored operations across 3 outsourced contact centers supporting healthcare testing services, including inbound and outbound customer interactions. ü Led and supervised a team of 100+ Customer Support Executives, Team Leaders, and Supervisors handling patient inquiries, test bookings, reports, and service-related concerns through voice and email channels. ü Developed and implemented training programs focused on healthcare processes, compliance, customer service, and quality standards, resulting in improved First Contact Resolution (FCR) and customer experience. ü Monitored and managed open tickets related to test bookings, sample collections, report delivery, escalations, and customer complaints, ensuring timely resolution. ü Ensured adherence to client-defined SLA, CSAT, Quality, and Compliance metrics while maintaining service excellence. ü Managed lead generation and conversion activities for diagnostic tests, preventive health check-ups, and healthcare service offerings. ü Oversaw team performance through regular coaching, quality audits, performance reviews, and productivity management. ü Planned workforce schedules and rostering based on forecasted call volumes, testing demand, and operational requirements to ensure optimal resource utilization. ü Conducted daily operational reviews and participated in leadership meetings to discuss performance, customer feedback, process improvements, and business objectives. ü Coordinated with laboratories, sample collection teams, healthcare providers, and internal stakeholders to ensure seamless service delivery. ü Managed critical patient escalations and high-priority cases with a focus on timely resolution and customer satisfaction.

Senior Manager at Globiva, Nov 2022 - Mar 2024 · 1 yr 5 mos, Gurugram, Haryana, India, ü Monitoring 7 LOBs Call Canters (Inbound/Outbound) ü Ensure adherence to FinTech, financial services, and regulatory requirements (e.g., KYC, PI data privacy) ü Proper Data Management to ensure audit readiness and support internal and external audits. ü Lead and manage a team of 100 customer support representatives, team leads, and supervisors across multiple channels (phone & email). ü Developed and implemented training programs, resulting in a 80% increase in first-contact resolution. ü Monitoring open Tickets . ü Maintain the SLA/CSAT score as per Client requirements. ü Lead Conversion. ü Team Management. ü Rostering based on forecasting of call volume. ü Attend Leaders Review .

Sr.Manager at ZHL, Apr 2020 - Nov 2022 · 2 yrs 8 mos, ü Managed end-to-end operations of a 300-seater ambulance support and emergency response process, ensuring adherence to SLA, quality, and response-time targets. ü Oversaw emergency and non-emergency ambulance dispatch operations, ensuring timely allocation of vehicles and effective coordination with drivers, hospitals, and patients. ü Led and managed large teams of customer support executives, dispatch coordinators, Team Leaders, and Supervisors to deliver seamless ambulance services. ü Ensured rapid response and dispatch turnaround times by monitoring real-time operations and addressing service bottlenecks proactively. ü Maintained high First Contact Resolution (FCR) rates by resolving patient, attendant, and hospital queries during the initial interaction. ü Monitored key operational metrics including response time, dispatch accuracy, service levels, occupancy, productivity, and customer satisfaction. ü Conducted regular training, coaching, and quality improvement initiatives to enhance team performance and service delivery standards. ü Managed critical escalations involving emergency cases, ambulance availability, route planning, and hospital coordination. ü Developed workforce plans, shift schedules, and rostering strategies based on forecasted emergency volumes and operational demand. ü Ensured compliance with healthcare regulations, emergency response protocols, and client-defined service standards. ü Fostered employee engagement, retention, and performance excellence through regular feedback sessions and development programs. ü Collaborated with hospitals, emergency response teams, fleet management teams, and other stakeholders to ensure smooth and efficient operations.

Manager at ZHL, Apr 2018 - Apr 2020 · 2 yrs 1 mo

Ast Manager at ZHL, Jul 2014 - Apr 2018 · 3 yrs 10 mos

Shift Manager at HMRI-Piramal, Dec 2010 - Jun 2014 · 3 yrs 7 mos, Guwahati, Assam, India, ü Managed end-to-end operations of Health advice support and emergency response process, ensuring adherence to SLA, quality, and response-time targets. ü Oversaw emergency and non-emergency ambulance dispatch operations, ensuring timely allocation of vehicles and effective coordination with drivers, hospitals, and patients. ü Led and managed large teams of customer support executives, dispatch coordinators, Team Leaders, and Supervisors to deliver seamless ambulance services. ü Ensured rapid response and dispatch turnaround times by monitoring real-time operations and addressing service bottlenecks proactively. ü Maintained high First Contact Resolution (FCR) rates by resolving patient, attendant, and hospital queries during the initial interaction. ü Monitored key operational metrics including response time, dispatch accuracy, service levels, occupancy, productivity, and customer satisfaction. ü Conducted regular training, coaching, and quality improvement initiatives to enhance team performance and service delivery standards. ü Managed critical escalations involving emergency cases, ambulance availability, route planning, and hospital coordination. ü Developed workforce plans, shift schedules, and rostering strategies based on forecasted emergency volumes and operational demand. ü Ensured compliance with healthcare regulations, emergency response protocols, and client-defined service standards. ü Fostered employee engagement, retention, and performance excellence through regular feedback sessions and development programs. ü Collaborated with hospitals, emergency response teams, fleet management teams, and other stakeholders to ensure smooth and efficient operations. ü Conducted regular business reviews with clients and leadership teams, presenting operational performance, challenges, and improvement initiatives.

Senior Quality Specialist at SPARSH BIO-TECH PRIVATE LIMITED, Aug 2008 - Dec 2010 · 2 yrs 5 mos, Gurugram, Haryana, India, ü Call Audit ü Audit Reports to published ü Regular Feedback to covered ü Call calibration ü Refresher Training .

Education

MBA_Master of Business Administration, Business Administration and Management, General, MBA_National Institute Of Management New Delhi

GBHS