Looking for a job

Pratip Dey Sarkar

@pratipdeysarkar

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I lead international BPO support teams, improving KPIs through coaching, analytics, and Power BI dashboards.

India

Message

What I'm looking for

I'm looking to lead customer support or operations teams where I can use coaching, KPI management, Power BI, and process improvement to strengthen service outcomes and team performance.

I lead a 15–20 member international voice and chat support team at Teleperformance, driving SLA, AHT, and CSAT through analytics-driven coaching.

I create Power BI dashboards and agent scorecards that improve performance visibility, while building engaged teams and sustaining KPI improvement.

Across Teleperformance, TCS, Wipro, and Concentrix, I’ve handled escalations, optimized support workflows, mentored new hires, and strengthened first-contact resolution for global clients.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Operations

Current

Teleperformance Global Services Pvt. Ltd.

Jul 2025 - Present (1 year 2 months)

Lead a 15–20 member international support team handling voice and chat operations. Drive SLA, AHT, and CSAT targets through analytics-driven coaching and create Power BI dashboards for performance visibility.

Power BI Excel SLA Management AHT CSAT Team Leadership Coaching Data Analysis

Team Coach – Operations

Teleperformance Global Services Pvt. Ltd.

Aug 2023 - Jun 2025 (1 year 10 months)

Mentored new hires and managed performance-improvement pods. Resolved escalations and improved first-contact resolution through feedback loops.

Mentorship Performance Improvement Escalation Management Feedback First Contact Resolutions

Senior Process Associate

Tata Consultancy Services

Mar 2023 - Aug 2023 (5 months)

Delivered seamless client support and process optimization for global accounts. Collaborated cross-functionally to enhance workflows and communication flow.

client support Process Optimization Cross Functional Collaboration Workflow Improvement