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Nitee Chatterjee

@niteechatterjee

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I lead large operations teams, improve service delivery, and turn analytics into measurable performance gains.

India

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What I'm looking for

I'm looking to lead operations, improve service delivery, develop teams, and use performance data to streamline processes and deliver stronger business outcomes.

I've led operations teams at Teleperformance, including more than 100 agents supporting a Google account. I coordinate daily workflows, manage KPIs, improve processes, and work with clients to strengthen service delivery.

At Hyper Quality, I led Business Analysts using Nexidia, Nice, and Variant speech analytics to interpret customer interactions. I developed analysis for repeat callers, AHT, customer attrition, and agent performance for clients including BSkyB, US Cellular, Marriott, and IHG.

During my time at Genpact, I managed non-clinical fraud investigation operations for Ingenix and UnitedHealth Group, leading 30 FTEs and improving knowledge, processing capability, and quality. I also supported hiring, new-hire training, SOPs, self-study modules, and HIPAA-aligned data management.

I'm Lean and Six Sigma trained and tested, with a practical focus on team development, process governance, performance measurement, and solving operational challenges under pressure.

Experience

Work history, roles, and key accomplishments

Assistant Manager - Operations

Teleperformance

Aug 2024 - Oct 2025 (1 year 2 months)

Directed a team of over 100 agents for a Google account operations, overseeing pre-triage of AI-generated images and coordinating daily operations. Implemented process improvements, managed KPIs, and supported strategic planning initiatives.

Team Management Process Improvement KPI Management Client Communication Training Strategic Planning Performance Measurement

Senior Team Leader

Hyper Quality

Jun 2013 - Sep 2015 (2 years 3 months)

Led a team of Business Analysts at Nexidia, an Interaction Analytics Software Company, interpreting speech and non-speech data to quantify customer satisfaction and agent capability. Managed agile projects for clients like BSkyB, US Cellular, and Marriott, developing solutions for efficiency metrics.

Speech Analytics Nexidia Analytics NICE Agile Project Management Data Analysis Customer Satisfaction Agent Management Client Management

Assistant Manager

GENPACT

Sep 2002 - Dec 2011 (9 years 3 months)

Handled non-clinical fraud investigation for Ingenix, a subsidiary of UnitedHealth Group, leading a team of 30 FTEs. Managed new hire training, developed SOPs and training modules, and supported high-volume hiring during business expansion.

Fraud Investigation Team Leadership SOP Development HIPAA compliance Data Management Interviewing

Process Developer

GENPACT

Jan 2007 - Dec 2007 (11 months)

Participated in the first pilot batch for non-clinical fraud investigation with Ingenix, traveling to the US for on-the-job training. As an SME, mentored new hires and conducted process training, providing feedback and reporting to senior management.

Subject Matter Expertise Mentor Training Feedback

Senior Process Associate

GENPACT

Jan 2001 - Jan 2002 (1 year)

Worked as a customer care executive in the Variable Annuities Call Center for GENWORTH, a GE client. As a registered NYSE agent, answered customer calls related to their annuities accounts.

Customer Service Annuities Call Center client support

Process Associate

GENPACT

Jan 2000 - Jan 2001 (1 year)

Processed long-term insurance claims for Genworth, a GE client, screening keyed policy details and executing final decisions on issuing or declining policies. LOMA 280 certified.

Insurance Claims Policy Processing Mainframe Systems