MANOJ KUMAR

l look forward for a challenging career with excellent promotional prospects and scope for advancement with company’s goal and objective.

Concentrix Daksh India Services PVT LTD (22- Nov-10 – till 28-Jun- 22)

Deputy Manger Training:- Jan-22 – Jun-22

Key Responsibilities: -

• Manage a team of V&A trainers
• Responsible for performance of V&A, Language and Soft Skills Training for voice/non-voice batches
• Identify and drive process improvement
• Conduct internal & external hiring assessments for voice & non-voice candidates
• Create hiring/assessment/floor alignment Trainer-roster
• Overall implementation, planning and improvement of the Training Framework related to Communication and Soft Skills.
• Set up, improve, drive and streamline TNI, Refresher & other internal processes related to Training
• Lead, motivate and supervise a team of Trainers
• Create monthly Action Plans/Monitoring Plans for the trainers as per requirement of the Process and schedule the team of trainers assigned.
• Undertake deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results on an ongoing basis
• Propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process
• Collect data and perform analysis and RCA on metrics and publish reports accordingly
• Create and maintain Knowledge Base and Upskilling of resources from time to time.
• Focus on identification and highlight areas of improvement within the Process/Training and recommend training or action plan
• Responsible to build and sustain professional and communication skills for the trainees and tenured agents on the floor.
• Create soft skills content according to the business needs and Review existing training content
• Work closely with Operations to meet client end metrics and achieve desired results
• Responsible for all risk management & compliance activities as applicable to this functional role
• Observe and evaluate trainer performance during their alignment for respective tasks.
• Track and maintain trainer attendance and hiring, assessment & calibration records for audit purposes
• Supported new hire transition for various accounts
• Did a project – Project Name: BQ
• Management-Problem statement: High Issue Resolution /Low
• NPS score struggling agents. Established scorecards,
• measurements and process improvement plans.
• Manage training relationships at the supervisor and team levels,
• define and set training schedules, and expectations
• Did a project on Empathy – Project Name: Empathy
• Problem statement: Low Empathy scores in Quality audits.
• Connected with Ops and Quality teams to identify the gaps
• Established measurement and improvement plans.
• Worked closely with Process Training and supported the team.

Assistant Manager Training: - Jan-16 – Dec-21

V&A Trainer: - Nov-10 – Dec-15

Convergys India Services Pvt Ltd (2-Nov-05 Till 17-Sep-10)

Sr. Quality Evaluator: Mar-09 – Sep-10

Customer care executive: 2-Nov- 05 - 28-Feb-09

• Received appreciation for managing internal & external communication assessments for the accounts supported
• Received appreciation for helping new hires batches to clear certification
• Received appreciation for successfully managing CCT trainings for new accounts

• English
• Hindi

• T3 Certified V&A Trainer - Concentrix
• Typing Speed: 30 wpm {English}
• Father's Name: Lalman Kurmi
• Marital Status: Married