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.
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”.