Jitendra Mishra
@jitendramishra1
Assistant Manager blending operations discipline with training leadership for KPI wins.
IndiaWhat I'm looking for
I’m a results-driven operations and training leader with 8.5+ years of experience in large-scale BPO environments, where I’m known for operational excellence and measurable customer outcomes.
Across my roles, I drive KPI & SLA governance, escalation management, service delivery performance, and business reviews, while strengthening quality compliance, productivity, and continuous improvement. I’ve also delivered concrete impact across CSAT, AHT, FCR, attrition, and shrinkage through structured coaching and process optimization.
I operate in a dual-capacity leadership model—leading training operations while actively supporting operations during critical business periods. This includes floor performance governance, real-time interventions, performance recovery planning, and stakeholder communication to stabilize metrics and improve agent readiness.
I lead and develop teams through training needs analysis (TNA), coaching/mentoring, curriculum design and facilitation, and learning effectiveness monitoring. From reducing onboarding and nesting timelines to building high-performing teams recognized for consistent top performance, I bring the mindset and structure that turn targets into results.
Experience
Work history, roles, and key accomplishments
Assistant Manager – Training
Teleperformance
Nov 2024 - May 2026 (1 year 6 months)
Led end-to-end training operations for technical support and customer service campaigns while acting as operations support for KPI stabilization and performance recovery. Reduced training and nesting timelines by 20% and managed floor governance, escalation handling, and KPI management across CSAT, AHT, FCR, SLA adherence, quality compliance, attrition, and shrinkage.
Team Lead – Technical Support
Teleperformance
Oct 2021 - Nov 2024 (3 years 1 month)
Managed 40+ associates across Gen Digital technical support campaigns (Norton, LifeLock, Avast, AVG), sustaining top performance for 15 consecutive months against productivity, quality, customer satisfaction, and SLA benchmarks. Owned floor operations and KPI governance (CSAT, AHT, FCR, quality compliance), drove business reviews with corrective action plans, and reduced attrition and shrinkage th
Technical Support Associate
Teleperformance
Oct 2017 - Sep 2021 (3 years 11 months)
Provided Tier-1 technical support for Microsoft Office 365 and Windows, resolving hardware/software troubleshooting issues via voice, chat, and email while maintaining quality, productivity, and customer satisfaction targets. Followed SOPs and troubleshooting frameworks to resolve issues effectively, supported compliance adherence, and contributed to process improvement through operational feedbac
Education
Degrees, certifications, and relevant coursework
University of Rajasthan
Bachelor of Science, Biotechnology
Completed a Bachelor of Science in Biotechnology at the University of Rajasthan, Jaipur in 2011.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Skills
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