Deepanshu Verma
New Delhi,India
Summary
Accomplished professional with expertise in strategic sales management and operational planning, driving revenue increase through performance measurement and process optimisation. Demonstrates strong leadership abilities in team leadership and training and development, ensuring regulatory compliance while enhancing customer service. Committed to leveraging skills in strategic planning to achieve organisational goals and foster continuous improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Manager- Operations and Sales
Teleperformance India
08.2025 - I currently work here
- Lead overall Operations and Sales functions to achieve business targets and service excellence.
- Drive revenue growth through strategic sales planning, customer acquisition, and retention initiatives.
- Manage end-to-end operations including collections, telecom customer service, and sales performance.
- Oversee transition and setup of new processes, including international transitions (London & Jamaica).
- Develop and implement operational strategies, SOPs, and KPIs to improve efficiency and productivity.
- Monitor performance metrics, analyze trends, and take corrective actions to meet SLA and business goals.
- Build, mentor, and manage high-performing teams through coaching, training, and performance reviews.
- Ensure compliance with company policies, regulatory standards, and quality benchmarks.
- Strengthen customer experience by improving service quality and resolving escalations effectively.
- Coordinate with cross-functional teams to streamline workflows and optimize resources.
- Manage budgeting, forecasting, and cost optimization for operations and sales activities.
- Implement process improvements and automation to enhance productivity and reduce operational risks.
- Lead collections strategy to improve recovery rates while maintaining positive customer relationships.
- Prepare and present business reports, performance dashboards, and management updates.
- Teleperformance India, established in 2001, is the leading provider of outstanding Customer Experience at every single opportunity. Starting operations in Gurgaon in 2001, Teleperformance India pioneered the move to non-metro locations and set-up offices in Indore and Jaipur in 2007 and 2009 respectively. Today, it services both global and domestic clients from these 4 cities.
Manager- Operations and Sales
Teleperformance India
08.2022 - 07.2025
- Responsible for the daily running and management of a call center through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
- Ensuring that calls/tickets are answered by staff within agreed time scales and in an appropriate manner.
- Overseeing Recruitment, Training and FTE Deployment as per process need; coordinating and motivating call center staff.
- Reviewing the performance of staff, identifying training needs and planning training sessions.
- Organizing staffing, including shift patterns and the number of staff required meeting demand.
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
- Motivate team mates and show them their career growth tree.
- Keeping a tab on the console to control volumes and move advisors based on the skills.
- Responsible for delivering service levels by managing the floor performance with regards to NPS & XM, contracted hours, AHT, ART, FCR, TSR.
- Maintain current knowledge regarding product features, issues and forthcoming enhancements and apply this knowledge in the context of advising and managing the client through the implementation process.
- Use various communication forums, conducts audits and check performance levels to achieve client defined service levels parameters and floor performance.
- Ensure Customer and Agent Satisfaction through efficient and empathetic schedules, employee development activities through training and self-development programs, feedback, briefing and team meetings.
- Identify training gaps, give feedback, provide coaching.
- Participate in Operations/Relationship calls to understand and align with customer’s requirements and expectations.
- Provide crisp and accurate internal reporting of project timelines, completion forecasts, time tracking, and other items as identified by management.
- Get required support/results from support functions like Programme Office, Technology, Human Resources, Quality, WFM and Facility teams.
- Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.
- Driving periodic business reviews with stakeholders to enhance delivery.
- Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
- To make necessary changes in staffing based on day of week, Call/Ticket volume and other anticipated events.
- Direct Client interaction, correspondences with client and its customers.
- Acquiring suitable talent based on the requirement in the project.
Asst. Call Center Manager
Teleperformance India
05.2021 - 08.2022
- Responsible for the daily running and management of a call center through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
- Ensuring that calls/tickets are answered by staff within agreed time scales and in an appropriate manner.
- Motivate team mates and show them their career growth tree.
- Overseeing Recruitment, Training and FTE Deployment as per process need; coordinating and motivating call center staff.
- Reviewing the performance of staff, identifying training needs and planning training sessions.
- Organizing staffing, including shift patterns and the number of staff required meeting demand.
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
- Directly accountable for managing teams up to 120+ CSR's & 9 TL's.
- Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.
- Driving periodic business reviews with stakeholders to enhance delivery.
- Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
- To make necessary changes in staffing based on day of week, Call/Ticket volume and other anticipated events.
- Direct Client interaction, correspondences with client and its customers.
- Helping Forecasting team in updating LOB’s Revenue Tracker and sharing callouts for the week.
- Acquiring suitable talent based on the requirement in the project.
Team Lead Operations
Teleperformance India
04.2019 - 05.2021
- Manage a team of 24 representatives and ensure that all the key metrics as per client SLA are met and exceeded.
- Develop, maintain, trend & report key performance indicators.
- Motivate team mates and show them their career growth tree.
- Ensure the effective management both in terms of business objectives and the personal and professional development of direct repartees.
- Ensuring compliance with preset qualities, parameters so that the business can achieve the key metrics.
- Understanding and implementing new changes as per the guidelines by the client.
- Attaining client quality call, strategy call, escalation call further process.
- Analysis of data and implementation of outlier’s management to bring the sports up.
- Making sure that the agent comes to office and gives the deliverables and eliminates all the behaviour issues.
CSR
Teleperformance India
01.2018 - 04.2019
- Continuous service delivery and excellence.
- Complete sales life cycle for online telecom-based products for USA customers.
- Consistently earned shift bonuses, doubling basic pay.
- Advanced troubleshooting with customers over chat.
- Clear communication skills.
- Build inclusiveness.
Education
10+2 -
DY Patil University
01.2017
10 -
Bharati Vidyapeeth
01.2015
Bachelor of Arts -
01.2021
Skills
- Revenue increase
- Strategic sales management
- Performance measurement
- Operational planning
- Customer service enhancement
- Team leadership
- Process optimization
- Regulatory compliance
- Training and development
- leadership abilities
Certification
- Yellow Belt Certified
- Great Manager Certified
- 7 Six sigma green belt projects completed successfully
Custom Section
- Infinite Mile for the month of March-2019
- Received Mementoes for achieving Top rank in terms of Performance & Quality in Oct-2020
- Wall of Fame for the month of July-2020
- ACCM of the Month for 3 Consecutive Months
- Encore Award for Q2 in 2021
- Best Support during peak time in 2022
- Mr. Popular in 2022
- Awarded Quarter Champion for Q3 and Q4
- Best Support Q2 by Client in 2023
- Star Awards for best delivery leader in 2023
- Circle of Excellence in 2022 by Global CEO
- TP Star Awards for best delivery (FY’25)
- Best People Manager Awards (FY’25)
- Client & Global recognitions on Elevations
Timeline
Senior Manager- Operations and Sales
Teleperformance India
08.2025 - I currently work here
Manager- Operations and Sales
Teleperformance India
08.2022 - 07.2025
Asst. Call Center Manager
Teleperformance India
05.2021 - 08.2022
Team Lead Operations
Teleperformance India
04.2019 - 05.2021
CSR
Teleperformance India
01.2018 - 04.2019
10+2 -
DY Patil University
10 -
Bharati Vidyapeeth