Manoj Mishra
@manojmishra
I lead international customer support teams to improve service and retention.
IndiaWhat I'm looking for
I've led international voice support teams at Concentrix, managing 20+ frontline representatives, high-risk escalations, queue adherence, quality audits, and performance reporting.
I build customer retention and service-to-sales capability through coaching, root-cause analysis, and consultative communication, using Salesforce, Zendesk, Avaya, Cisco, and Excel to support SLA, CSAT, and FCR goals.
Experience
Work history, roles, and key accomplishments
Team Lead – Customer Support
Concentrix Daksh Services India Pvt Ltd
Sep 2020 - Apr 2026 (5 years 7 months)
Led and mentored a high-volume international voice support team of 20+ representatives, achieving key performance deliverables. Managed escalations, conducted quality audits, and implemented process improvements to elevate CSAT scores.
Delivered end-to-end voice support for international customer queries, consistently beating turnaround time metrics and quality benchmarks. Handled escalated issues and assisted in training new hires.
Senior Advisor – Customer Support (Voice)
Concentrix Daksh Services India Pvt Ltd
Sep 2014 - Aug 2019 (4 years 11 months)
Handled international inbound customer interactions with focus on dispute resolution and retention. Promoted secondary service solutions and consistently exceeded monthly targets.
Education
Degrees, certifications, and relevant coursework
GT Computer College
Diploma, Computer Hardware & Networking
2008 - 2010
Completed a Diploma in Computer Hardware & Networking from GT Computer College, Delhi from 2008 to 2010.
Govt Senior Secondary School
High School
2005 - 2007
Completed high school at Govt Senior Secondary School, Baddi from 2005 to 2007.
Suresh Gyan Vihar University
Bachelor's Degree
Completed a Bachelor's degree from Suresh Gyan Vihar University.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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