Jitin Arora
Assistant Manager
Noida
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Assistant Manager
Concentrix Pvt. Ltd
05.2022 - Current
- Managing a team of 60 associates including SME’s Managing the ramp ups during peak time, leading OJTs and early vintage buckets People management, client management & Process improvement
- Responsible for external KPIs i.e., Customer satisfaction, Service level, Compliance, Quality scores along with internal KPIs i.e., Attrition, Shrinkage, Reviews
- Responsible for the day-to-day supervision of a team including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment
- Communicate expectations to employees and provide timely updates
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Schedule and organize team activities
- Conducted 100+ interviews during ramp up to support business.
Sr.Quality Evaluator
01.2020 - 04.2022
- Conduct audits and feedback for the targeted population with the objective of improving scores
- Data analysis and creation of designated dashboards/reports/presentations using google sheet and google slides
- Collated, analyzed and documented company’s weekly and monthly performance details
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Conduct Daily Huddles - Ensure that internal policies, procedures, and compliance regulations are being followed
- Client Interactions
- Leverage process knowledge to proactively identify areas of concern & highlight to the senior Team.
Education
Graduate - BCA
Dr.Virendra Swarup Institute of Computer Studies
06.2013 - 06.2016
Skills
Panoptic knowledge of Excel-based features: Pivot Tables, Vlookup, Hlookupundefined
Certification
Data analytics and visualization using Excel, SQL, Tableau.
Timeline
Assistant Manager
Concentrix Pvt. Ltd
05.2022 - Current
Sr.Quality Evaluator
01.2020 - 04.2022
Graduate - BCA
Dr.Virendra Swarup Institute of Computer Studies
06.2013 - 06.2016
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