Manish Jha
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting, and operational improvements. Determined to cut costs without impacting product and service quality. Committed to building high-performing teams as a reliable team player. 8 years of experience as a seasoned Operations Manager with exceptional planning and problem-solving abilities. Results-driven and resilient in developing teams, improving processes, and increasing productivity. Solid understanding of industry trends, excellent communication skills, and a talent for identifying areas in need of improvement. Implements changes with a strategic approach.
Overview
2025
2025
years of professional experience
2
2
Languages
Work History
Operations Manager
Concentrix
01.2024 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
Deputy Manager in Operations
Concentrix Daksh Business Process Unit
1 2021 - 01.2024
- Presenting references for strategies, preparing reports, operational analysis and staff supervision
- Implementing departmental policies and procedures to optimize operations
- Supervising compliance to log-in hours of agents and monitoring escalations
- Maintaining consistent performance in all parameters to enhance customer satisfaction
- Improving long-term strategic plan for improving operational efficiency
- Playing a key role in preparation and analysis of line of business wise profitability
- Surpassing targeted numbers adherence to standard operating procedures
- Tata Motors Sales process And Kotak Life Collection Process
Assistant Manager in Operations
Concentrix Daksha
05.2016 - 12.2020
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Developed strong working relationships with staff, fostering a positive work environment.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Team Leader
Tech Mahindra
07.2015 - 05.2016
- Successfully managed a team of 35 agents And SME
- Controlled absenteeism, shrinkage and improved productivity by training
- Reduced attrition by motivating team members
- Managed key performance indicators like login hours, CQ, ICE Average Handling Time etc
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Agent and team leader
Tbss Unit
09.2011 - 08.2013
- Resolved customer queries and complaints by responding to phone calls
- Received requests from customers & provided information about services
- Recorded escalations to ensure call back
- Managed inbound calls and customer service inquiries
- Identified and assessed customers' needs to achieve satisfaction
Education
Bachelor of commerce - Account Honors
Ranchi University
Jamshedpur, JharkhandSkills
Strategic Planning
Personal Information
- Date of Birth: 10/01/88
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Availability
Willing to relocate anywhere in across the world
Timeline
Operations Manager
Concentrix
01.2024 - Current
Assistant Manager in Operations
Concentrix Daksha
05.2016 - 12.2020
Team Leader
Tech Mahindra
07.2015 - 05.2016
Agent and team leader
Tbss Unit
09.2011 - 08.2013
Deputy Manager in Operations
Concentrix Daksh Business Process Unit
1 2021 - 01.2024
Bachelor of commerce - Account Honors
Ranchi University
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