Manish Mishra

Experience

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  TIS Teleperformance

  Sept 1997 - Sept 1999

  Responsibilities included training and supervision of team members and client interaction. Handled various Teleservices and Mystery calling projects for both Indian and international organizations.

  • Project Leader

    Sept 1997 - Sept 1999

  • Telecaller / Telemarketing Executive

    Sept 1997 - Feb 1998
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  Ampro Information Systems

  Feb 1998 - Aug 1998

  Business Development Executive

  The organisation was into development of Interactive E-Com sites . Customers were given online shopping and trading options along with information and Bulletin Board services.

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  GE Capital International Services

  Sept 1999 - May 2002

  Sr. Customer Care Executive

  Handling Customer interactions for Private label credit cards of GE capital bank UK. Also monitoring other associates calls and training new batches

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  Global Consumer Finance

  Mar 2000 - May 2002

  MPE Resource Specialist

  GCF-UK is the largest Private Label Credit Card Company in the United Kingdom. It is also the largest GE Capital Business outside the US. Responsible for call quality monitoring and coaching of Customer Services Associates for the GCF - UK process. We monitor over 1250 calls for more than 150 different agents on a monthly basis and give developmental feedback.I also trained new associates and maintained Quality dashboards and databases.

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  Renasonic e-solutions Gurgaon

  May 2002 - Jan 2003

  Assistant Manager

  solutions were an IT Enabled setup, and offered outbound solutions, primarily Telemarketing.; Quality and Performance Development (training)Solely responsible for setting up the whole Quality Department, both for voice quality monitoring and for quality improvement.Projects:* Compliance shift into Quadrants* Gauge R and R* Charge-back reduction

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  Rico Softech Limited Gurgaon

  Jan 2003 - May 2003

  Manager-Quality

  Rico Softech are an International Call center with Inbound and Outbound businesses from the UK and the USA.Manager - Quality I had independent charge of the department and led a team of Quality coaches. The department was responsible for both transaction Monitoring as well as Quality projects.In addition to these I was also responsible for operation supervision

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  Convergys India Services Gurgaon

  May 2003 - May 2005

  Manager Quality

  Manager Transaction Monitoring (Call Quality)I was responsible for ensuring adherence to call quality and customer satisfaction metrics for various programs. Maximum Team Size - 110 Maximum Agent Span - 3500+Reported To; Programs - Financial Vertical, Telecom Vertical, Technical Vertical & a DTH process(Both voice and non-voice)Major Accomplishments -One on one monitoring process (Financial Vertical)- Variance reduced from over 25% to less than 7% in6 months. I was awarded the best, 'Best Practice' across all Convergys India sites in the Training and Quality Management Annual Goal setting Meet. Behavior issues watch list (Financial Vertical)- Over a period of 6 months the watchlist demonstrated that agent attitude was one of the most important drivers of customer satisfaction. I was awarded the best, 'Best Practice' across all Convergy India sites in the Training and Quality Management Annual Goal setting Meet. Show less

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  Walsons

  Aug 2005 - Dec 2005

  Senior Consultant Training and Quality

  I worked on a fixed-term assignment for Walsons to setup their Training Outsourcing Process.

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  2008 HCL Technologies Noida

  Dec 2006 - Jul 2008

  Manager Quality

  In my role with HCL Technologies I independently headed the Quality function for one center. This was for a technical process centered on ISP troubleshooting.I reported to the Center Head and DGM Operations.Maximum Team size - 140, including, Assistant Managers, Team Leaders, Subject Matter Experts and Coaches.Maximum Agent Span - 1400.Projects and Initiatives:Reduction in Transferred Calls - The project aimed to reduce the number of calls transferred between various BT departments. We achieved an increase of over 20% in FCR and a reduction in inappropriate transfers to less than 1.5% on the total call volume.Information Security, IBMS and COPC - In my role I also head the information Security and COPC piece within the center and together with the central ISO, have implemented ISO 270001 information security practices and COPC guidelines within the center.Soft Skills and Culture Workshops - These were conducted to bring about a step change in the soft skill levels of all participating teams and to ensure adequate cultural sensitization. We achieved an increase of over 25% in quality scores for calls rated independently by the client and a steady increase in satisfaction scores for calls rated by end users.EDCSM Analysis and action plans - Event Driven customer satisfaction measurements and factors affecting them were analysed and actions initiated to improve satisfaction scores.In addition I also worked for a few months in recruitment.December 2005' - August 2006' Infovision Gurgaon,Manager Quality Infovision are a Software and CRM company. I joined them as Manager Quality for their inbound customer service, US division. I independently handled the Quality function for all their US clients, which included, an educational (high School and College) products company and a major US catalog retailer. I reported directly to the Sr. VP Quality and Training. Show less

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  Kochar Infotech Pvt. Ltd.

  Nov 2008 - Nov 2009

  Sr. Manager Quality

  Sr. Manager QualityIn my role with Kochar Infotech Pvt. Ltd. / Gizmo Support, I independently head the Quality function for three sites viz. Bangalore, Kolkatta, Amritsar; the organization provides GPRS tech-support to some major Domestic Telecom players. I report to the CEO.Projects and Initiatives:Indradhanush – Creation and implementation of a simplified, sample based Transaction monitoring process. Almost 5-7% improvement in the selected soft skills.Dil SE – Implementation of a customer closelooping and satisfaction assessment system, to ensure all policies and processes are customer centered. Show less

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  Intelenet Global Services Limited

  Jul 2010 - Jul 2012

  Sr. Manager - Quality

  I looked After Quality for four sites for all North Circles of a Major Telecom organization

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  Aegis Limited

  Jun 2014 - Apr 2015

  Quality Manager

  Managing end to end Quality for a 1000+ FTE ecommerce giant

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  Mindlance

  Dec 2016 - now

  To create the industry’s most scalable service delivery model that is unmatched, powered by strong processes and quality fundamentals, and complemented by a disciplined focus on exceeding every performance goal for every client. To do this in a way that builds trust and places relationships at the center of the business ecosystem, so that we not only aim high, but also reach for the best within. That is the Mindlance way.Founded in 1999, Mindlance is a certified diversity business (MBE) and has been ranked one of the fastest growing U.S staffing firms by SIA for ten years. Mindlance has been recognized as one of the consistently best performing partners to industry-leading MSP programs including Kelly, TAPFIN, Allegis, Magnit, Pontoon, Monument, Guidant and Agile-1.As a recruitment-centric talent acquisition company, Mindlance provides Technology, Engineering, Scientific, Clinical Research, Digital, Creative, Marketing, Professional & Call-center staffing as well as Direct Sourcing, RPO, Global Payroll & IC management workforce solutions to enterprise clients. With an annual revenue of over $400 million and growing, the Mindlance story is one of calculable achievement, made meaningful by the commitment to keep getting better in a way that is mindful and creates a balance that works for everyone.Mindfulness and balance. The Mindlance way.Visit www.mindlance.com to learn more about us and our latest job openings. STAFFING INDUSTRY ANALYSTS (SIA) RECOGNITIONS:Fastest Growing U.S. Staffing Firms (2022, 2021, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011) Largest U.S. Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017, 2016, 2015) Largest Diversity-Owned U.S. Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017, 2016, 2015) Largest IT Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017)Largest Clinical & Scientific Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017) Show less Founded in 1999, Mindlance is one of the largest diversity-owned staffing firms in the US with a comprehensive portfolio of workforce solutions. Along with talent-centric recruiting across a range of specializations-Technology, Engineering, Scientific, Clinical Research, Digital, Creative, Marketing, Professional, Healthcare and Call-center, Mindlance provides Managed Recruitment services- RPO and Direct + Diverse Sourcing, and Pay+ Services- EoR/Payroll, IC Compliance and AoR. Mindlance is also recognized as one of the best performing partners to industry-leading MSP programs including Allegis, Kelly, TAPFIN, PROUnlimited, Pontoon, GRI, WorkforceLogiq and Agile-1.Diversity, Equity and Inclusion are given the highest priority through three Diverse Talent Acceleration offerings: (1) RebootTalent, a diverse returning talent acceleration service (2) Mindlance Diversphere, a talent pool aggregated from a network of diversity partnerships and (3) Quintrix Solutions, an upskilling recruit-train-deploy service.With an annual revenue of over $250 million and growing, the Mindlance story is one of calculable achievement, made meaningful by our commitment to keep getting better in a mindful way that creates balance in the work and societal ecosystems.Visit www.mindlance.com to learn more about us and our latest job openings.STAFFING INDUSTRY ANALYSTS RECOGNITIONS:Fastest Growing U.S. Staffing Firms (2019, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011)Largest U.S. Staffing Firms (2020, 2019, 2018, 2017, 2016, 2015)Largest Diversity-Owned U.S. Staffing Firms (2020, 2019, 2018, 2017, 2016, 2015)Largest IT Staffing Firms (2020, 2019, 2018, 2017)Largest Clinical & Scientific Staffing Firms (2020, 2019, 2018, 2017) Show less

  • Associate Director

    Mar 2023 - now

  • Associate General Manager - Quality

    Jan 2020 - Jan 2024

  • General Manager

    Dec 2016 - Jan 2024

  • Principal Program Manager

    Dec 2016 - Jan 2020
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  Mindlance

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  Associate Director