Anthony Gonsalves
@anthonygonsalves
I lead multi-site contact center operations, customer experience, and P&L performance.
IndiaWhat I'm looking for
I've led contact center operations across Mumbai, Indore, Gurugram, and Delhi, managing 600+ FTEs across voice, chat, email, and back-office delivery. My work spans customer experience, P&L ownership, workforce optimization, SLA governance, and client retention.
At Blinc360, TCES, Epicenter, and Serco, I directed operations for clients including Blue Star, Cleartrip, Ingenico, VIP Bags, and LG Electronics. I build reporting frameworks and dashboards that support executive decisions, operational turnarounds, and scalable service delivery.
Experience
Work history, roles, and key accomplishments
Operations Consultant
Interactis
May 2025 - Present (1 year 4 months)
Advised contact center operations on process improvement, productivity enhancement, customer experience, and performance management. Supported business transformation initiatives across domestic and international BPO operations.
Deputy General Manager
Blinc360 Group Company of Digital Blinc Technologies
Aug 2020 - Sep 2024 (4 years 1 month)
Directed multi-site operations with 600+ FTEs across voice, chat, and email support. Ensured SLA adherence, CSAT delivery, productivity optimization, and operational governance.
Deputy General Manager
TCES Group Company of Jet Air
Nov 2015 - Jul 2020 (4 years 8 months)
Led operations across Mumbai and Delhi with end-to-end delivery accountability. Managed P&L, cost optimization, workforce planning, and client governance.
Senior Manager Operations
Epicenter Technologies
Jul 2014 - Nov 2015 (1 year 4 months)
Led LG Electronics contact center operations with a team size of approximately 400 employees.
Senior Operations Manager
Serco Global Services (formerly Intelenet Global)
Jun 2011 - Dec 2013 (2 years 6 months)
Managed voice and back-office operations across BFSI, mortgage, FMCG, and consumer electronics accounts.
Operations Manager
Effort BPO Ltd
Oct 2009 - Mar 2011 (1 year 5 months)
Managed operations at Effort BPO Ltd.
Operations Manager
Spanco BPO
Feb 2009 - Jul 2009 (5 months)
Managed operations at Spanco BPO.
Operations Manager
Eureka / Godrej Upstream
Mar 2007 - Jan 2009 (1 year 10 months)
Managed operations at Eureka / Godrej Upstream.
Assistant Manager
Adventity (now Sutherland)
May 2004 - Feb 2007 (2 years 9 months)
Served as Assistant Manager at Adventity.
Team Leader
Adventity
Feb 2004 - Apr 2005 (1 year 2 months)
Served as Team Leader at Adventity.
Team Leader
Spanco-Respondez
Jul 2002 - Feb 2004 (1 year 7 months)
Served as Team Leader at Spanco-Respondez.
Acting Team Leader
Page Point Services
Nov 2001 - Jun 2002 (7 months)
Served as Acting Team Leader at Page Point Services.
Customer Service Associate
Page Point India Pvt Ltd
Jun 2001 - Nov 2001 (5 months)
Served as Customer Service Associate at Page Point India Pvt Ltd.
Education
Degrees, certifications, and relevant coursework
Mumbai University
Bachelor of Arts, Arts
Bachelor of Arts degree from Mumbai University.
Institute of YMCA
Certification, Hotel Management
Hotel Management certification from the Institute of YMCA.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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