Magazine : Somnath Seal
Current
ITES Project Leader
Industry
BPO/ITES/CRM/Transcription
About Somnath Seal
Rich and insightful experience of over 9 years; inclusive of over 6 years in Operations Management and Business Development. Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. A keen strategist with expertise in managing strategies with key focus on ensuring optimal utilization of resources. Skills in developing relationships with key decision-makers in the organizations. Proficient in developing & streamlining systems with proven ability to enhance operational effectiveness and meet operational goals within the cost, time & quality parameters. Proven track record of managing processes/ SOPs and streamlining workflow & creating team work environment to enhance productivity innovatively. Ensuring that the process surpasses achievement of delivery & service quality norms for all valuable clients. Excellent communication skills with proven abilities in customer relationship management & team management. Involved in generating business for the organization from domestic and international markets.
Somnath Seal ’s experience
Product Manager/Project Manager/Manager/Supervisor/Team Leader
at
Octagon Software Pvt Ltd
, Kolkata, INDIA
September 2002 – Currently Working
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
KEY RESULT AREAS
Operations Management
Framing work
direction and plan for the associates after assessment of their
capabilities. Preparing & presenting various weekly/monthly
MIS reports pertaining to process/productivity. Implementing
systems, migrating systems to upgraded versions to achieve
maximum efficiency in various operations; spearheading process
improvement initiatives. Setting up targets, SOP & SLA,
setting and maintaining CTQ (Critical to Quality) / CTP (Critical
to Process) targets and involved in planning for the
process. Process Management Mapping business requirements
and coordinating in developing and implementing processes in line
with the pre-set guidelines; spearheading process transition
initiatives. Monitoring the overall functioning of
processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction
level. Conducting internal process audits & process reviews
for ensuring strict adherence to the process parameters/systems
as per defined guidelines. Project Management Managing
overall operations for executing projects involving scoping,
initiating, high level design & architecture, resource
mobilization, execution within cost & time
parameters. Monitoring / tracking projects with respect to
budgeted cost, demand forecasts, time over-runs to ensure timely
execution of projects. Conducting project closure meetings
and addressing all the important issues. Defining best
practices for project support and documentation. Team
Management Managing team functions viz. manpower planning,
recruitment & selection, induction, performance appraisal,
training, etc. Leading, mentoring & monitoring the
performance of team members to ensure efficiency in process
operations and meeting of individual & group
targets. Providing direction to the project control team /
team that prepares the project instruction at clients’ end to
improve the quality / scope / time management of the project /
product. Customer Relationship Management Mapping
clients, identifying improvement areas & implementing measures to
maximize customer satisfaction levels. Ensuring continuous
interaction with the customer to make sure that area of concern
can be worked upon for improved service levels. Setting out
quality standards for various operational areas, ensuring a
high-quality customer experience while adhering to the SLA’s
and work processes. Transition Management Documenting
the agreed outcome & processes. Following up with the
technology for smooth transitioning/ process
transformation. Working on process stabilization to
accomplish steady-state Operations & continuous process
improvements. Ensuring continuous improvements in service
levels by benchmarking the best practices. Business
Development Preparing databases from different business
networking websites like Hoovers. Calling international
clients to generate business. Preparing documents /
proposals for clients. Participating in different domestic
tender meetings. Preparing documents for international
tenders.
direction and plan for the associates after assessment of their
capabilities. Preparing & presenting various weekly/monthly
MIS reports pertaining to process/productivity. Implementing
systems, migrating systems to upgraded versions to achieve
maximum efficiency in various operations; spearheading process
improvement initiatives. Setting up targets, SOP & SLA,
setting and maintaining CTQ (Critical to Quality) / CTP (Critical
to Process) targets and involved in planning for the
process. Process Management Mapping business requirements
and coordinating in developing and implementing processes in line
with the pre-set guidelines; spearheading process transition
initiatives. Monitoring the overall functioning of
processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction
level. Conducting internal process audits & process reviews
for ensuring strict adherence to the process parameters/systems
as per defined guidelines. Project Management Managing
overall operations for executing projects involving scoping,
initiating, high level design & architecture, resource
mobilization, execution within cost & time
parameters. Monitoring / tracking projects with respect to
budgeted cost, demand forecasts, time over-runs to ensure timely
execution of projects. Conducting project closure meetings
and addressing all the important issues. Defining best
practices for project support and documentation. Team
Management Managing team functions viz. manpower planning,
recruitment & selection, induction, performance appraisal,
training, etc. Leading, mentoring & monitoring the
performance of team members to ensure efficiency in process
operations and meeting of individual & group
targets. Providing direction to the project control team /
team that prepares the project instruction at clients’ end to
improve the quality / scope / time management of the project /
product. Customer Relationship Management Mapping
clients, identifying improvement areas & implementing measures to
maximize customer satisfaction levels. Ensuring continuous
interaction with the customer to make sure that area of concern
can be worked upon for improved service levels. Setting out
quality standards for various operational areas, ensuring a
high-quality customer experience while adhering to the SLA’s
and work processes. Transition Management Documenting
the agreed outcome & processes. Following up with the
technology for smooth transitioning/ process
transformation. Working on process stabilization to
accomplish steady-state Operations & continuous process
improvements. Ensuring continuous improvements in service
levels by benchmarking the best practices. Business
Development Preparing databases from different business
networking websites like Hoovers. Calling international
clients to generate business. Preparing documents /
proposals for clients. Participating in different domestic
tender meetings. Preparing documents for international
tenders.
Somnath Seal ’s education
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