Manik Dhall

Experience

• 

  WNS

  Dec 2006 - Jan 2012

  • Working as a primary level of contact to the client in providing the first call resolution.• Calls monitoring on a daily basis in order to prepare reports and share with both management and executives• Follow continuous improvement process through development of soft Skills and Communication Skills.• Impart trainings on behaviour including voice, grammar, soft skills, customer Service.

  • Lead Coach-Quality

    Apr 2010 - Jan 2012

  • Customer Service Representative

    Dec 2006 - Mar 2010
• 

  IGT Solutions

  Apr 2012 - Jul 2013

  Quality Evaluator

  • Monitoring Calls and Providing feedback to associates with a focus on CSAT and ensuring first Call Resolution• Ensure that each executive is aware of the nature of job and what needs to be done in order to achieve customer satisfaction

• 

  Arvato

  Jul 2013 - Nov 2018

  • Lead and manage a team delivering departmental and Key Performance Indicators in relation to the assigned Campaigns.• Identify training needs of staff not achieving target and take remedial action by structuring individual development plans and solutions• Carry out performance management of staff by conducting regular one to one’s and performance reviews• Motivating the team to achieve high standards and KPI targets.• Extract executive daily and weekly reports on adherence and live performance• Dealing with and resolving problems and issues which arise• Empower staff to take ownership and responsibility, allowing personal growth and development Show less

  • Operations Team Lead

    Feb 2015 - Nov 2018

  • Senior Quality Assurance Specialist

    Jul 2013 - Jan 2015
• 

  Cognizant

  Nov 2018 - now

  ● Oversee and manage the day-to-day operations of the organization to ensure efficiency, productivity, and compliance with company policies and industry regulations.● Recruit, train, and supervise a team of employees, including team leads, supervisors, and frontline staff.● Provide leadership, mentorship, and guidance to the operations team.● Identify opportunities for process improvement and efficiency enhancements.● Develop and implement operational strategies to optimize workflows and reduce operational costs.● Allocate resources effectively, including manpower, equipment, and materials, to meet operational goals.● Implement quality control measures and performance metrics to maintain high standards of product or service quality.● Monitor and analyze operational performance to identify and address quality issues. Show less

  • Project Delivery Manager

    Jan 2022 - now

  • Team Leader

    Nov 2018 - Jan 2022