Summary
Overview
Work History
Education
Skills
Certification
Interests
Playing Cricket and Singing
Timeline
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Manish Verma

Manish Verma

Sr. Manager Work Force Managment
D-3, 1204 Supertech Eco Village 2 Greater Noida West UPUP

Summary

Overall 13+ Years of experience in WFM and total 17+ years of experience. Currently working as Sr. Manager in Startek. Interacting with the internal and external clients and responsible for forecasting & scheduling and RTA Management.

Moreover, managing the RFP & RFI and special projects like implementation of IEX NICE E-WFM tool as well.


I was part of the core team , which planned and executed the complete transition of Idea business at Lucknow location, Vodafone Premium business in Noida and Jio business in Bangalore , with a total strength of1550 + Associates .

I had played a pivotal role in sizing the overall requirement in regards to manpower and infra for VF Premium account. It was operational from 7 different locations with 19 circles, 50 + queues & 800 + associates.

Also, played a pivotal role in sizing the overall requirement in regards to manpower for Jio business account as well. For South region with different queue like inbound, outbound, chat & ecommerce. I was responsible for RTA, scheduling and manpower planning for all the queues.

Overview

17
17
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Workforce Sr. Manager

Startek
Greater Noida
04.2007 - Current
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Delivered services to customer locations within specific timeframes.
  • Identified issues, analyzed information and provided solutions to problems.
  • Strengthened communication skills through regular interactions with others.
  • Worked effectively in fast-paced environments.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Self-motivated, with a strong sense of personal responsibility.

Workforce Manager

Startek
Bangalore
04.2016 - 01.2022
  • Fostered relationships with internal personnel to cultivate optimal service levels, and attrition.
  • Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
  • Reduced process gaps while supervising employees to achieve optimal productivity.

Asst. Manager Workforce Managment

Startek
Noida
04.2013 - 03.2016
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Organized and detail-oriented with a strong work ethic.
  • Identified issues, analyzed information and provided solutions to problems.
  • Worked effectively in fast-paced environments.

Executive to Team Leader

Startek
Noida
04.2007 - Current
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Passionate about learning and committed to continual improvement.
  • Identified issues, analyzed information and provided solutions to problems.

Calling Agent

Finedge India Pvt Ltd.
New Delhi
06.2006 - 04.2007
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Updated customer records in CRM to document interactions.

Education

University of Delhi
New Delhi
03.2002 - 07.2005

High School Diploma -

NMS
Pahar Ganj
04.2001 - 03.2002

Skills

Strength / Skilled in E-Work force Tools / application IEX for forecasting, RTA, scheduling and also Resource planning

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Certification

NICE IEX

Interests

Maditation

Playing Cricket and Singing

i like to play cricket and singing. 

Timeline

Workforce Manager

Startek
04.2016 - 01.2022

NICE IEX

04-2016

Asst. Manager Workforce Managment

Startek
04.2013 - 03.2016

Workforce Sr. Manager

Startek
04.2007 - Current

Executive to Team Leader

Startek
04.2007 - Current

Calling Agent

Finedge India Pvt Ltd.
06.2006 - 04.2007

University of Delhi
03.2002 - 07.2005

High School Diploma -

NMS
04.2001 - 03.2002

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Manish VermaSr. Manager Work Force Managment