Dhruba Roy Chowdhury

Head of Support Operation, APAC Uber

IIM Calcutta alumnus with ~12.5 years of Customer experience, support strategy, consulting and program management experience. As a people leader managed large scale (10000+ HC), multi-geography outsourcing and in-house operations teams across multiple sites in 10+ countries in Telecom, Banking, E-Commerce, Social Media, Transportation and Food Tech domain.

Have worked for top-notch service providers Genpact and Convergys in delivery and WFM domain, then moved into contact centre consulting with I Gate (now Capgemini) and then moved into customer experience/support strategy space for online/app based product companies Expedia, Facebook and currently Uber.

Why Dhruba?
Dhruba is an executive with refined understanding of end to end customer operations across channels namely voice, chat, email and back office with an ability to connect to all levels of organization right from C level executives to front line members to understand the pain points and help drive improvements. He leads Contact Center vendors and internal operations team to deliver best in class service, a commercial expert in negotiating contractual rates, owning P&L, designing SLAs, SOWs, Performance Metrics and Governance Model and ensuring partners and internal operations are able to meet the same continuously.  At CCW Austin, his session will cover how to move the needle on key metrics with your BPO provider and find your BPO needs with Uber’s “3 Pillars”.

Day Three: Main Conference And Expo: Wednesday, September 18, 2019

Wednesday, September 18th, 2019

11:25 How to Move the Needle on Key Metrics with Your BPO Provider

+ Strategize your BPO needs with Uber’s “3 Pillars”
+ Identify areas to support and scale for compliance and efficiency metrics
+ Cope with explosive growth and how to scale accordingly

Check out the incredible speaker line-up to see who will be joining Dhruba.

Download The Latest Agenda