Joydeep Paul

BPO and contact center operations leader with 15+ years of experience at Tata Consultancy Services, progressing through process, quality, team leadership, operations and service delivery roles. Experienced in leading multi-location and multi-geo delivery, large-scale transitions, offshoring, greenfield setup, operational stabilization and performance transformation across Utilities, Retail, Digital Commerce, Telecom, Hospitality and Security services. Led operations and transitions involving workforces of up to 750+ FTE across India, LATAM, the US and Australia.

Six Sigma Green

Belt and Black Belt certified, with strengths in client governance, SLA/KPI performance, cost optimization, quality improvement, workforce leadership and continuous improvement.

Service Delivery Manager - TATA CONSULTANCY SERVICES (TCS) - Mexico & India

(2018-12)

Domains: Utilities, Retail, Travel, Tourism & Hospitality (TTH), Telecom, Digital Commerce and Security Services

• Lead end-to-end setup, transition and stabilization of contact center operations across India and LATAM for clients in retail, telecom, hospitality, utilities and security services.
• Led the transition and offshoring of 750+ FTE from multiple incumbent vendors across Australia, the US and India, covering due diligence, knowledge transfer, risk mitigation and go-live stabilization.
• Set up a 375+ FTE customer service operation for a leading India-based digital commerce retail platform, coordinating infrastructure readiness, hiring, training and operational launch.
• Established a 230+ FTE contact center in Mexico for a US-based global hotel chain, building customer service and booking operations from the ground up.
• Drive SLA/KPI performance, client governance and service quality; delivered sustained overachievement, client appreciation and incremental business growth.
• Implemented quality governance to address bottom-quartile performance and improve first-pass yield; supported cost and margin optimization while maintaining compliance.
• Provided transformation consulting to a US-based security firm, re-engineering processes to deliver cost savings and gainshare; formally recognized by project leadership.

Assistant Manager – Collections - TATA CONSULTANCY SERVICES (TCS) - Kolkata, India

(2016 - 2018-11)

• Managed day-to-day delivery for an 85+ FTE operation through Team Leads and Quality teams, with accountability for performance, SLAs, risk, quality and operational improvement.
• Delivered USD 1.07M in annualized savings through a Six Sigma Black Belt project focused on cycle-time reduction and capacity optimization.
• Reduced dunning cycle time and optimized offshore capacity using value stream mapping.
• Successfully offshored 14 FTE worth of business, coordinating hiring, training and compliance; received multiple organizational recognitions for delivery impact.

Team Leader – Collections - TATA CONSULTANCY SERVICES (TCS) - Kolkata, India

(2014 - 2016)

• Led a 35+ FTE team, consistently exceeding productivity, quality and recovery KPIs.
• Delivered a Six Sigma Black Belt project in the utilities domain, reported as generating USD 88M in annualized benefit through debt recovery optimization and write-off reduction (FY16).
• Created 11 FTE of onshore capacity, representing approximately USD 77K in savings, through a Green Belt project that streamlined query handling and transfer processes.
• Recognized as Best Team Leader for KPI delivery, process innovation and team engagement.

Quality Lead & SME – Customer Service Operations - TATA CONSULTANCY SERVICES (TCS) - Kolkata, India

(2011 - 2014)

• Improved unit-wide quality through SPS, increasing First Pass Yield (FPY) from 96% to 99% using Pareto analysis and error-proofing (2014).
• Recognized with Best PMF KAS of the Year for leading PMF excellence across CEM portfolios and strengthening governance, people and client management (2014–2015).
• Conducted daily transactional audits across 45+ team members; provided real-time feedback and coaching, monitored performance end to end and supported Performance Improvement Plans (PIPs).

Process Intern – Customer Service Operations - TATA CONSULTANCY SERVICES (TCS) - Kolkata, India

(2010 - 2011)

• Applied Root Cause Analysis (RCA) to reduce hold cases and received client recognition for the impact.
• Commended by client and management for process knowledge and contribution to customer service operations.

B.Sc. - Pure Science - University of Calcutta (2009)

Intermediate - West Bengal Council of Higher Secondary Education (2005)

Higher Secondary / School - West Bengal Board of Secondary Education (2003)