Chinmoy Das

• Led end-to-end dialer & voice operations for Collections across 3 business units, managing over 230 agents and achieving a 15% increase in contact rate within the first 6 months
• Designed and implemented outbound reporting systems covering 100K+ monthly calls, enabling real-time visibility and reducing reporting lag by 80%
• Built Central Bank compliance dashboards that automated 100% of regulatory submissions related to CPR, ensuring proactive flagging
• Developed agent & dialer performance tracking that improved agent productivity by 20% and reduced idle time by 15%
• Managed PRI/SIP/GSM line infrastructure supporting 210 concurrent channels, with uptime maintained at 99.9% through proactive maintenance schedules
• Collaborated with 6+ cross-functional teams (IT, Compliance, Ops, CRM, Voice, MIS) to ensure seamless dialer and data operations across platforms
• Implemented data retention protocols aligned with policy, securing 5 years of historical call data and ensuring full compliance with internal audits

• Owned full-cycle dialer operations for outbound campaigns across diverse customer segments, supporting up to 60 agents daily and maintaining 99% system uptime
• Engineered targeted dialing strategies using customer behavior patterns and segmentation, leading to 25% increase in contact rate and 7% improvement in overall lead to meeting conversion
• Conducted in-depth CDR analysis across 50K+ call records weekly to optimize pacing, call attempts, and retry logic, reducing call drop rates by 30%
• Partnered with CRM and Tech teams to integrate CRM & Dialer systems and automate lead assignment, accelerating outreach by 60% for fresh leads and minimizing manual intervention
• Streamlined data flow processes including bulk lead loads and real-time data pushes, shrinking SLA turnaround times from 12 hours to 2 hours
• Collaborated cross-functionally with Marketing, Compliance, and BI teams to align dialer strategies with campaign objectives and performance insights

• Designed and deployed end-to-end dialer process for PAN India retail loan collections, covering 2 regional centers and supporting 300+ agents, with 99% dialer uptime
• Managed daily dialer operations across secured and unsecured loan portfolios (PL, Auto, Home Loans), achieving >85% occupancy at steady state
• Crafted product- and bucket-specific dialing strategies across DPD segments (1–30, 31–60, 61–90), resulting in 20% uplift in right-party contact rate and 8% improvement in recovery efficiency
• Analyzed over 50K+ weekly Call Detail Records (CDRs) to fine-tune pacing, retry logic, and call windows—maintaining
• Integrated dialer workflows with CRM and data platforms
• Collaborated cross-functionally with Collections, IT, Compliance, and BI teams to align dialer strategy with campaign goals

Analyzed staffing trends, agent productivity, and SOPs, recommending process enhancements that reduced idle time by 20% and improved occupancy rates to 85%+. Managed distribution of revised work schedules, ensuring compliance with labor laws and minimizing schedule conflicts across shifts and sites Assessed analyst performance and structured tailored development plans, resulting in 30% improvement in reporting accuracy and 20% faster turnaround on insights. Coordinated cross-functional cost-saving and efficiency projects through automation, process redesign and workforce optimization

• Directed workflow and performance analytics for a workforce of 1,600+ employees across multi-site contact centers, driving 15% improvement in operational efficiency
• Designed and implemented scheduling and capacity planning models, optimizing staffing across locations and achieving 95% schedule adherence and 20% reduction in overtime costs
• Developed service delivery strategies that enhanced client experience, contributing to 18% improvement in First Call Resolution (FCR)
• Partnered with contact center leadership and business stakeholders to identify and execute initiatives that improved Service Level (SL) compliance by 8% and boosted agent utilization by 18%
• Provided strategic WFM insights to site leadership, incorporating feedback loops to refine forecasting, scheduling, and intraday management processes
• Led real-time staffing adjustments to meet payroll targets and SLAs

• Spearheaded outbound dialer operations across India, optimizing agent productivity by avg 15%-20% across and driving multi-sector growth through data-backed strategy.
• Delivered actionable insights and led migrations, resulting in enhanced campaign outcomes, tech stability and improved business efficiency.

• Orchestrated workforce management—forecasting, scheduling, RTA, capacity, inventory, and billing—to ensure SLA compliance and boost efficiency across operations.
• Elevated revenue and agent performance through strategic input analysis, robust reporting, and cross-functional stakeholder collaboration.

• Worked with development teams to build and enhance CRM functionalities, aligning tools with business goals for improved user experience.
• Presented key Dialer & performance metrics to stakeholders, established governance, and ensured reporting on agent and account-level outcomes aligned with client expectations.

• Directed daily production and scheduling for 120+ contact center agents across multiple locations, ensuring SLA and KPI achievement through strategic dialer setup for Domestic DTH.
• Led capacity planning, forecasting, and floor management to meet daily and MTD targets, while resolving dialer issues in collaboration with IT teams.
• Partnered with development teams to enhance CRM functionalities, aligning tools with business goals to improve agent efficiency and operational outcomes.

• Led client engagement to enhance retention and operational commitment thru Dialer strategies, meeting production hours, service levels, and revenue goals consistently.
• Managed daily performance reviews, SLA analysis, and functional reporting for leadership, while aligning staffing strategy with capacity planning.
• Streamlined metric reporting frameworks and partnered with operations and training teams to drive weekly/monthly service level & dialer metric improvements

• Ensure end to end dialler management for sales process
• Creating agent productivity and campaign performance reports
• Make billing files and coordinate with clients for approval
• Train and build team for Dialler management back up