Manish Sharma
Assistant Manager - Operations
Ghaziabad
Summary
More than 9 years of experience in Outsourcing/Offshoring industry.
Detail-oriented and efficient, able to encourage staff and form strong
relationships, with strengths in candidate training, as well as project
and time management. Team leader with an experience of managing a
diverse team of people.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Manager - Operations
Ienergizer
10.2023 - Current
- Managing different LOBs such as DME, DX, PT Intake Services, T & L, Staffing, Dental, MR Posting etc.
- Managing a team of 145 FTEs including TLs and QA's.
- Managing escalations related to people, Policies and Process.
- Coordinating with Offshore and Onshore IT Team for any technical glitches.
- Looking after capacity planning and staff forecasting.
- Managing roster and attendance.
- Client Dashboard Talks for different LOBs on daily, weekly and monthly basis.
- Working closely with work force management (WFM) team to monitor the Schedule Adherence, Alarms, SL, AHT, ACW, Abandoned rate, ASA, Login hours and productivity, Live call analysis etc.
Senior Team Leader
iEnergizer
10.2022 - 10.2023
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Team Leader
iEnergizer
04.2021 - 10.2022
- Mentored and guided employees to foster proper completion of
assigned duties. - Built strong relationships with customers through positive
attitude and attentive response. - Facilitated training for associates through daily coaching and
regular performance appraisals.
Senior Process Associate
iEnergizer
09.2016 - 10.2019
- Giving detailed explanations of services or products.
- Reviewing customer accounts and transactions while resolving
issues. - Providing technical support
Process Associate
Wipro
07.2014 - 09.2016
- Providing technical support.
- Worked with a sales team to create better methods to sell
product. - Meeting month end objectives and KPI's
Education
B.Com -
Himalayan Garhwal University
Uttrakhand 09.2018 - 08.2021
Skills
- Operations Management
Strategic planning
Problem Solving
Customer Relationship Management
Microsoft excel expertise
Accomplishments
- Got recognized as a best team leader for year 2022.
- Maintained less than 5% attrition throughout the year 2021 and 2022.
- Received 3 appreciations from clients within a span of 1 year.
Interest
Fitness & Soccer
Timeline
Assistant Manager - Operations
Ienergizer
10.2023 - Current
Senior Team Leader
iEnergizer
10.2022 - 10.2023
Team Leader
iEnergizer
04.2021 - 10.2022
B.Com -
Himalayan Garhwal University
09.2018 - 08.2021
Senior Process Associate
iEnergizer
09.2016 - 10.2019
Process Associate
Wipro
07.2014 - 09.2016
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