Summary
Overview
Work History
Education
Skills
Timeline
AccountManager
Prakash Mohanty

Prakash Mohanty

Assistant Manager _ Operation
Bhubaneswar

Summary

Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in Shrinkage , Attrition, CSAT , AHT . Dedicated to complete knowledge of above KPI's for optimized customer service.

Overview

8
8
years of professional experience

Work History

Assistant Manager

Concentrix
09.2022 - Current
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.

Sr. Team Leader _ Operation

Fives Digital
06.2021 - 09.2022
  • Handled a team of 20-25 agents.
  • Take care of shrinkage and attrition.
  • One on one call listening and feedback
  • Refresher training to enhance the skills.
  • Drive team's performance by sharing the feedback with the bottom performers on a daily basis.
  • Take care of CSAT Score.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Discovered training needs and provided coaching.
  • Held weekly team meetings to inform team members on company news and updates.
  • Set clear team goals and delegated tasks and set deadlines.

Team Leader

Seofied IT Services Pvt. Ltd.
05.2018 - 06.2021
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Set clear team goals and delegate tasks
  • Oversee day-to-day teams' operation and performance
  • Do regular performance evaluation
  • Create a health and motivating work environment and atmosphere
  • Develop a well designed and motivating evaluation program
  • Communicate with teams about their performance
  • Monitor team performance and report on metrics
  • Motivate team members
  • Discover training needs and provide coaching
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Plan and organize team building activities
  • Mentored and guided employees to foster proper completion of assigned duties.

Team Leader

Tatwa Technologies Ltd
02.2016 - 02.2018
  • Coach, lead and inspire a team of 25 to 30 Call Centre agents to deliver excellence in customer service.
  • Conduct effective resource planning to maximize productivity of resources.
  • Handle escalation calls of clients and ensure providing desired resolutions.
  • Ensure proper training of agents on policies, procedures and behavior to exhibit while on work.
  • Assist operations manager in highlighting risk areas and areas of improvements.
  • Ensure timely escalation of issues and concerns to the senior management.
  • Evaluate performance of agents with key metrics and initiate performance improvement plan for the needed ones.
  • Initiate disciplinary action for agents within the periphery of guidelines as and when needed.
  • Keep up-to date with industry changes to enhance knowledge base.
  • Generate, analyze and present management reports.

Education

B.COM - Commerce

FM University
Bhadrak
04.2001 -

I.COM - Commerce

Tihidi College Tihidi
Bhadrak
04.2001 -

BSE - BSE

LNKS High School
Bhadrak
04.2001 -

Skills

Timeline

Assistant Manager

Concentrix
09.2022 - Current

Sr. Team Leader _ Operation

Fives Digital
06.2021 - 09.2022

Team Leader

Seofied IT Services Pvt. Ltd.
05.2018 - 06.2021

Team Leader

Tatwa Technologies Ltd
02.2016 - 02.2018

B.COM - Commerce

FM University
04.2001 -

I.COM - Commerce

Tihidi College Tihidi
04.2001 -

BSE - BSE

LNKS High School
04.2001 -

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Prakash MohantyAssistant Manager _ Operation