Summary
Overview
Work History
Education
Skills
Personal Information
Training
Timeline
Generic

Manish Bajaj

Operations Manager
Ghaziabad

Summary

Seasoned Operations Manager and talented leader with 13 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

16
16
years of professional experience
2
2
Languages

Work History

Operations Manager

I Energizer IT PVT Ltd
04.2022 - Current
  • Handling Air International campaign with HC of 100+ executives
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Doing Real Time Analysis to ensure proper delivery
  • Doing real time line management to maintain the schedule attainment & other output matrix
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Ensuring all client KPIs (Answering, Adherence, ASA, C- Sat, Escalations & Losses etc.) Should met
  • Working on Line Management
  • Tracking of performance to ensure no impact on Process Billing

Deputy Manager- Operation

Radical Minds IT PVT Ltd
11.2019 - 09.2020
  • Handled multiple campaign with HC of 150 executives
  • Taking care of three Lobs of International Hotel’s Department of MMT-GI
  • Monitoring Leads & their team performances in terms of quality, productivity and other KRAs
  • Ensuring all client KPIs (Answering, Adherence, ASA, C- Sat, Escalations & Losses etc.) Should be met
  • Tracking of performance to ensure no impact on Process Billing.
  • Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.

Deputy Manager- Operation

I Energizer IT PVT Ltd
09.2015 - 09.2019
  • Handled multiple campaigns with 100+ HC
  • Ensuring all client KPIs (Answering, Adherence, ASA, C- Sat, Escalations & Losses etc.) Should be met
  • Improved team efficiency by streamlining processes and implementing innovative management strategies.
  • Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
  • Involved in Loss Reduction campaign of Go MMT
  • I was leading Team to rectify all the bugs & incorrect information on Go-MMT to avoid incorrect bookings
  • Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.

Team Leader

Serco Global
11.2014 - 07.2015
  • Handling Team of 20 executives
  • Doing Real Time Analysis to ensure proper call answering.
  • Monitoring the CSA’s performances in terms of quality, productivity and giving regular feedbacks to improve performance.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Sr. Executive (Sales)

WNS Global Service
04.2012 - 11.2014
  • An active team member of a sales team who need to ensure that customer’s Travel needs to be full fill shortly as per their requirement
  • Got an opportunity to work as a mentor for new trainees
  • Promoted as a Quality Analyst in 2014
  • Got RNR of Fan Trip to visit Abroad

SME

Tech Mahindra Ltd
10.2009 - 04.2012
  • Handling Team of 20 executives
  • Doing Real Time Analysis to ensure proper call answering
  • Monitoring the CSA’s performances in terms of quality, productivity and giving regular feedbacks on the same
  • Was Involved in Quality improvement project and achieved the desired targets
  • Apart from the given team, responsible to solve several queries related to product and Process on the floor.

Education

Graduate -

B.A CCS University

12th - Mathematics

UP Board

10th - Science Stream

UP Board

Skills

  • Optimistic Mindset
  • Proficient Client Management
  • Skilled in High-Pressure Environments
  • Process Efficiency Management
  • Effective Problem Resolution

Personal Information

Date of Birth: 08/26/89

Training

  • Business Writing
  • Interviewing Skills
  • Anger Management
  • Excellence Customer Service
  • Conflict Management
  • Stress Management

Timeline

Operations Manager

I Energizer IT PVT Ltd
04.2022 - Current

Deputy Manager- Operation

Radical Minds IT PVT Ltd
11.2019 - 09.2020

Deputy Manager- Operation

I Energizer IT PVT Ltd
09.2015 - 09.2019

Team Leader

Serco Global
11.2014 - 07.2015

Sr. Executive (Sales)

WNS Global Service
04.2012 - 11.2014

SME

Tech Mahindra Ltd
10.2009 - 04.2012

12th - Mathematics

UP Board

10th - Science Stream

UP Board

Graduate -

B.A CCS University

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Manish BajajOperations Manager