MANOJ KUMAR DAS
SR Team Lead ITES
Kolkata
Summary
To succeed in an environment of growth and excellence which provides me job satisfaction, self-development and helps me to achieve personal as well as organizational goal.
Overview
7
7
years of professional experience
4
4
Languages
Work History
SR.Team Lead (Aux AM) – UIDAI Process
Digitech Call System
04.2024 - Current
- Lead a team of [20] associates ensuring daily performance targets and KPIs/KRAs are consistently met.
- Coordinate and participate in daily client calls to verify adherence to hygiene standards, directly under my supervision.
- Monitor agent performance, provide coaching and feedback, and conduct regular quality audits.
- Prepare and present daily/weekly reports reflecting team performance, escalation summaries, and client feedback.
- Resolve issues related to operations and escalations to ensure a smooth workflow.
- Develop and implement team strategies to improve overall productivity and maintain high customer satisfaction level
UIDAI CC Inbound Team leader
Tech Mahindra
04.2022 - 04.2024
- Manages the functioning and day to day activities of associates along with attrition and shrinkage.
- Conducting performance reviews on a regular basis and providing feedback when necessary
- Establishing precise targets and key performance indicators for the team. Assigning objectives and duties and check that they accomplish their goals on a daily, weekly and monthly basis.
- In charge of distributing the schedule to the team members and giving suggestions to improve team management.
- Paying attention to the suggestions and opinions of colleagues, and deal with any issues or disagreements that may arise.
UIDAI DQ Process Associate
TECH MAHINDRA
09.2018 - 04.2022
- Company Overview: TECH MAHINDRA Limited is an Indian multinational subsidiary of the Mahindra Group, providing information technology services and business process outsourcing to companies in various vertical and horizontal markets.
- Resolving queries according to standard procedures within agreed targets
- Administrative support for all data entry on daily basis with MS Excel
- Responsible for preparing closing documents after reviewing the documents
- Handling queries from all over Locations via E-Mails
- Maintaining and consolidating SOPs
- Quality checks and side by side live monitoring of the associates
- Conducting Regular Dip Check for process awareness
Education
Graduation -
WEST BENGAL STATE UNIVERSITY
01.2015
Higher Secondary - undefined
WEST BENGAL COUNCIL OF HIGHER SECONDARY EDUCATION
01.2012
Secondary - undefined
WEST BENGAL BOARD OF SECONDARY EDUCATION
01.2010
Skills
- Team Leadership & Supervision
- KPI/KRA Management
- Daily Client Interaction
- Process Hygiene Monitoring
- Performance Evaluation
- Quality Assurance & Compliance
- Call Center Operations
- Reporting & Documentation
Interests
Online Surfing, Listening songs
Disclaimer
I hereby declare that the above furnished details by me are true, correct and complete to the best of my knowledge and belief. Date: 2025-07-04 Place: Kolkata Manoj Kumar Das
PERSONAL PROFILE
Date of Birth: 24th May 1994
Timeline
SR.Team Lead (Aux AM) – UIDAI Process
Digitech Call System
04.2024 - Current
UIDAI CC Inbound Team leader
Tech Mahindra
04.2022 - 04.2024
UIDAI DQ Process Associate
TECH MAHINDRA
09.2018 - 04.2022
Higher Secondary - undefined
WEST BENGAL COUNCIL OF HIGHER SECONDARY EDUCATION
Secondary - undefined
WEST BENGAL BOARD OF SECONDARY EDUCATION
Graduation -
WEST BENGAL STATE UNIVERSITY
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