MANOJ NAIR
Thane
Summary
Results-oriented leader with over 20 years of proven success in Operations, Process Management, Quality Management/Compliance, and Training & Development within the ITES Sector. Currently in Operations at Teleperformance LTD, excelling in conceiving and implementing plans to achieve process objectives, leading teams to exceed business targets and service delivery metrics. Skilled in GAP analysis, business re-engineering, and monitoring compliance activities in line with company policies. Demonstrated success in improving process functioning by collaborating closely with Operations, Quality, and Training divisions. Expertise in customer service techniques and effective communication, leading cross-cultural teams and establishing relationships effectively.
Overview
24
24
years of professional experience
1
1
Certificate
2
2
Languages
Work History
Contact Center Manager(OM)
Teleperformance
01.2024 - Current
- LOB Managed: Voice(Inbound + Outbound)
- Nature of Business: Customer Service + Sales(Upselling)
- Operations Manager May 2024 – Present
- Assistant Manager Oct 2022 – Apr 2024
- Team Leader June 2022 – Sep 2022
- Key Responsibilities & Accomplishments:
- Sales & Revenue Growth: Achieved 120% of sales targets for upselling, directly contributing to revenue growth and influencing over 50% of the performance-based metrics; consistently exceeded expectations by aligning customer needs with strategic business goals.
- Process Excellence & Cost Efficiency: Led Six Sigma and Lean-based process improvement initiatives, achieving a 20% reduction in operational costs and a 30% boost in process efficiency through workflow redesign and automation.
- Team Leadership & Development: Managed and mentored a large, diverse team of 250+ professionals; instituted performance management systems and tailored training programs, resulting in significant improvements in staff capability and morale.
- Change Management: Successfully navigated teams through organizational transitions, maintaining productivity and fostering a culture of agility and continuous improvement.
- Project & Client Management: Oversaw delivery of multiple high-impact projects within scope, time, and budget; facilitated alignment between cross-functional teams and client expectations while ensuring proactive risk mitigation.
- Client Relationship Management: Served as the primary liaison for key clients, providing tailored solutions that exceeded service delivery expectations and reinforced long-term partnerships.
- Data Analytics & Decision Support: Leveraged advanced analytics tools to create comprehensive dashboards and reports, delivering actionable insights and supporting strategic decision-making.
Team Leader
Teleperformance
05.2011 - 06.2022
- LOB Managed: Voice(Inbound + Outbound)
- Nature of Business: Customer Service + Sales
- Managing Team of 20 people processing the BBLS loans ensuring complete the daily assign cases with in the SUT and & to ensure process is done without errors.
- 100% quality check to ensure loan is processed and move towards draw down.
- Taking care of Funding for Main & Top up loans with coordinating with onshore and releasing the funds on a same day.
- Managing the Pre check of Funding considering markers and post pre check come with final list of Loans where fund can be released.
- Preparing the Deck for MBR with High lighting operational & quality metrics which worked and exceeded the target.
- Provide regular feedback to colleague to help them in their development.
- Have one on one and share the knowledge and help them in learning new thing and developing their skills.
- Sharing Daily Task and goal to ensure everyone is involved and contribute towards task and work as a Team.
- Appreciate the low and high performance and thus encourage the colleague and challenge self and others in a constructive manner.
- If feels there is knowledge gap identify the training required and help the colleague with it and then measure and come back with the post training feedback so that we help he or she in learning and building confidence this playing a role of mentor.
- Encourage the team in coming up with the ideas and suggestion which can help in improving the process thus contributing in a small way to improve the process thus improve the overall experience for us and for the customers.
- Coordinate with IT team to ensure any technical issue is addressed and also follow up for any changes & use ID's etc.
- To have excellent interpersonal relationship & coordination between different teams internal & excellent to manage day to day activity.
Team Leader
Respondez Global Outsourcing Solutions
05.2009 - 03.2011
- LOB Managed: Voice(Inbound )
- Nature of Business: Customer Service
- Leading the inbound Team & ensure the calls have been handed as per the SME for the process.
- Leading the Team of 20 Members, this is directly responsible to handle the calls for process.
- Ensure the Team follows the strict guidelines of Quality & compliance to maintain the benchmark of Quality of the calls.
- Ensure Team' performance is weekly & Monthly monitored with self assessment to ensure the Agents are aware of their individual & Team's performance & are clear with goal of the process.
- Ensure the team is clear about the Goal & at what we are aiming so that as a Team we are focused towards it.
- Ensure the C-SAT scores are discussed with each agents & ensure expectations are set from the both the end.
- There is monthly review with VP.Operations to analyze the stats & set Target for the month is discussed.
- Ensure the agents have been monitored & feed back is given & if required retrain the agents on the process front.
- Maintaining the data & preparing the daily, weekly & monthly reports to understand the stats in a better way.
Asst. Manager Operations
Effort BPO Ltd
10.2008 - 04.2009
- LOB Managed: Voice(Inbound + Outbound)
- Nature of Business: Customer Service + Collection
- Managing the entire Process & its Operations Management for Inbound, Outbound & Collections process responsible for its production & revenue generation.
- Responsible for Profit & loss accounting for Monthly base for the Process.
- Heading & Responsible for formulation, Operations & compliance and adherence to company Policies.
- Involved in end-to-end Operational Process Management by minimizing cost of Production through Various Programs & Projects based on back ground of SIX SIGMA.
- Strategic planning for cost effective systems and renew them time-to-time.
- Actively involved in company expansion with new dimensions towards catering new prospective clients.
- Planning & executing Operational strategies, revolving around the following aspects. Overseeing the implementation of corporate policies in the organization, undertaking business development activities.
- Implementing staff welfare policies with key focus on enhancing employee motivation.
- Ensuring optimum and effective utilization of funds in providing congenial work environment and basic amenities in the work premises.
- Conceptualizing & developing training & development initiatives for improved productivity, building capability and quality enhancement.
- Identifying training needs across levels through mapping of skills required for particular positions and analysis of the existing level of competencies.
- Managing the complete recruitment life cycle for sourcing the best talent from diverse sources after identification of manpower requirements.
- Planning operational requirements & utilization in consultation with heads of different functional & operational Heads and conducting reviews.
- Modifying & implementing various compensations plans, reward & recognition schemes, HR policies and communicating them across the organization at all levels.
- Identifying patterns, trends and root causes for making recommendation(s) to Management to improve motivation, increase retention and efficiency of employees.
- Manage the entire center efficiently to maximize utilization of the resources.
- Being a point of reference (SME) for staff, supervisors & for Asst. Managers on domain and systems.
- Identify potential supervisors and groom them to take on higher responsibilities.
Asst. Manager
Spanco Telesystems and Solutions Limited
05.2002 - 08.2008
- LOB Managed: Voice(Inbound + Outbound)
- Nature of Business: Customer Service
- Key Responsibilities & Achievements:
- Managed end-to-end operations ensuring consistent SLA adherence, quality metrics, and service delivery excellence.
- Spearheaded compliance initiatives for UK & US processes, conducting regular audits, trainings, and MIS reporting.
- Led process optimization initiatives including business reengineering, SOP development, and cross-functional collaboration.
- Held weekly strategic meetings with leadership on manpower planning, attrition control (
- Interfaced with global clients for QA metrics, production updates, and transition planning (notably for Vivendi Games & Viking Outsourcing).
- Developed internal tools for performance tracking, compliance monitoring, and training need analysis.
- Conducted Six Sigma Green Belt training via QAI, with practical implementation across back-office and call center teams.
- Supported insourcing exercises and ensured process documentation aligned with ISO 9000 standards.
- Sr. Coordinator – Quality & Compliance May 2005 – Apr 2007
- Designed and implemented audit and training documentation for ISO certification and internal benchmarking.
- Created departmental procedure manuals and user-friendly performance dashboards for quality evaluation.
- Played a key role in UK back-office process setup for Viking Outsourcing.
- Coordinator – Quality Assurance May 2003 – Apr 2005
- Led a team of 7 QA analysts to drive process compliance and reduce inter-center variance via calibrations and MSA studies.
- Managed fortnightly client calibrations to ensure alignment across centers.
- Facilitated coordination between Operations, Training, and QA for process improvement through collaborative feedback.
- Associate – QA Executive 2002 – Apr 2003
- Audited agent calls, shared weekly performance reviews, and coached agents to improve sales quality and compliance.
Education
Bachelor in Arts -
V.G. Vaze College
Mumbai, Maharashtra01.2001
Skills
Leadership development
Certification
Sig Sigma Yellow Belt
Timeline
Contact Center Manager(OM)
Teleperformance
01.2024 - Current
Team Leader
Teleperformance
05.2011 - 06.2022
Team Leader
Respondez Global Outsourcing Solutions
05.2009 - 03.2011
Asst. Manager Operations
Effort BPO Ltd
10.2008 - 04.2009
Asst. Manager
Spanco Telesystems and Solutions Limited
05.2002 - 08.2008
Bachelor in Arts -
V.G. Vaze College
LANGUAGE
English
Hindi
Hiking,Riding Reading
- Reading aligns with your background in Training & Development and Process Excellence by showing you are a self-starter who values knowledge.+1
- Hiking subtly mirrors the Change Management and Strategic Planning skills required in your role, as both require persistence, planning, and the ability to adapt to changing conditions