Deepak Verma
Chandigarh
Summary
Operations professional with 10+ years of BPO/KPO experience, specializing in telecom support and customer service. Proven track record in managing cross-functional teams, driving SLA and KPI adherence, and improving performance through strategic coaching and process optimization. Recognized for a data-driven, client-focused approach and building high-performing teams in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Assistant Call Center Manager
Teleperformance Global Business Private Limited
Mohali
02.2023 - 12.2024
- Directed operations for a Voice and Chat process handling over 120 FTEs.
- Successfully managed SLA adherence, AHT, Attrition, and Shrinkage.
- Collaborated with cross-functional teams including Quality, WFM, and Training to ensure alignment with performance goals.
- Championed continuous improvement initiatives that enhanced productivity and reduced repeat contacts.
- Acted as escalation point for client issues, ensuring swift resolution and client satisfaction.
- Provided leadership development and career progression planning for team leaders.
- Prepared staff work schedules and assigned team members to specific duties.
- Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
Associate Process Manager
eClerx Services Private Limited
Chandigarh
04.2017 - 02.2023
- Ensured timely delivery of all client deliverables by proactively managing workflows and aligning with service-level agreements (SLAs).
- Proposed and implemented innovative strategies to optimize internal metrics and consistently achieve critical operational KPIs.
- Managed cross-functional and virtual teams including 3P National, Central, Overnight, and 3P Pune, supporting U.S.-based Cable and Telecom processes.
- Conducted regular audits and quality assessments for Team Leaders, associates, and floor support staff to ensure adherence to standards and best practices.
- Delivered structured performance feedback to team members and leadership support roles to drive continuous improvement.
- Executed Bottom Quartile Management initiatives across multiple teams to enhance individual and team performance.
- Cascaded directives and strategic objectives from senior leadership to ground-level execution with measurable outcomes.
- Facilitated regular team meetings to delegate tasks, address challenges, and review progress against set goals.
- Fostered team cohesion and morale through engagement activities, collaborative projects, and recognition initiatives.
- Supported talent retention through career pathing, mentoring, and guiding team members on development opportunities.
Analyst and Senior Analyst
eClerx Services Private Limited
Chandigarh
04.2014 - 04.2017
- Managed onboarding and performance enablement of Nester (0–30 days) agents, driving them to match tenured agent benchmarks within 60 days.
- Conducted regular VOC, AHT, sales pitch, and transfer audits to identify skill gaps and delivered targeted coaching for improvement.
- Maintained daily productivity dashboards and performance trackers to monitor KPIs and implement first-level process corrections.
- Mentored new and junior team members, coordinated daily workload allocation, and ensured consistent delivery on quality and performance standards.
- Ensured accurate entry and regular updates of administrative and IT records in compliance with process documentation standards.
Team Leader
Serco Global Services Private Limited
Mohali
06.2012 - 03.2014
- Managed a 2nd Level Escalations team of 15 associates, ensuring timely and effective resolution of high-priority customer queries, complaints, and service requests.
- Promoted from Customer Care Executive to Subject Matter Expert within four months, later advancing to Process Leader based on consistent performance.
- Collaborated with cross-functional teams and conducted weekly dipstick analyses to align team efforts with organizational KPIs.
- Monitored live calls to reduce AHT and improve service levels, delivering real-time feedback and driving engagement through R&R initiatives.
- Led initiatives to improve First Call Resolution (FCR) by identifying gaps via VOC insights, implementing corrective actions, and conducting regular performance reviews.
Education
Bachelor of Commerce - Business Economics
CMJ University
Meghalaya10.2012
Higher Secondary School - Arts And Entertainment Management
Govt Model Senior Secondary School
Chandigarh, UT05.2009
Secondary School Certificate - Matriculation
Govt Model High School
Chandigarh05.2007
Skills
- SLA & KPI Management
- AHT & Quality Control
- Attrition & Shrinkage Reduction
- Team Leadership & Coaching
- Client Engagement & Escalation Handling
- WFM & Capacity Planning
- Compliance & Process Governance
- Process Reengineering
- Performance Analytics
- Cross-functional team management
Hobbies and Interests
Playing Cricket
Traveling and Exploring Places
Languages
- English, Advanced (C1)
- Hindi, Bilingual or Proficient (C2)
- Punjabi, Bilingual or Proficient (C2)
Languages
Hindi
First Language
English
Upper Intermediate
B2
Punjabi
Proficient
C2
Timeline
Assistant Call Center Manager
Teleperformance Global Business Private Limited
02.2023 - 12.2024
Associate Process Manager
eClerx Services Private Limited
04.2017 - 02.2023
Analyst and Senior Analyst
eClerx Services Private Limited
04.2014 - 04.2017
Team Leader
Serco Global Services Private Limited
06.2012 - 03.2014
Bachelor of Commerce - Business Economics
CMJ University
Higher Secondary School - Arts And Entertainment Management
Govt Model Senior Secondary School
Secondary School Certificate - Matriculation
Govt Model High School