Varun Joshi

Experience

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  Tata Teleserives Maharashtra Limited

  Aug 2008 - Sept 2011

  Store Manager

  • Achieving Postpaid and Prepaid targets.• Handling customer queries and complaints. • Maintaining Churn targets.• Daily MIS reports.• Maintaining day to day activities of handling customers, bill payments, evd(recharge)• Maintaining RMS (Retail Management System) & inward outward, configuring stocks as per requirement. • Involved in Maintaining SAP entry of products & cash deposition in bank.• Maintaining inwards and outwards of the daily transactions & stocks.

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  Convergys

  Oct 2011 - Jan 2018

  Quality Analyst

  • Monitor, evaluate and audit a sample of inbound chats.• Reporting of results of evaluations to Quality Leadership & Operations.• Participating in calibration sessions with Quality Leadership, Operations, Program Management and clients to ensure scoring consistency and best practices.• Participating in internal quality audits designed to improve overall contact quality and recommend changes.• Maintaining strong program knowledge base, basic understanding of client products, services and program strategies.• Conducting chat re-audits done by the Team Leaders to minimize the variance.• Preparing and executing action plans to improve site Quality score.• Maintaining daily and weekly Quality reports.• QA session with new hire agents.• Assisting Operations in evaluating customer escalations received from clients. Show less

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  Sitel Group

  Jan 2018 - Nov 2018

  Real Time Analyst

  • Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations.• Analyze and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis.• Identify call volume trends and averages on a monthly and quarterly/seasonal basis.• Analyze call volume patterns in Real Time to optimize work shifts, breaks and lunches.• Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s.• Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system. Show less

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  Firstsource

  Nov 2018 - Jul 2019

  Team Leader

  • Manage a team of Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.• Manage team performance and responsible for the overall development of the team.• Handle escalated customer calls / chats and guide/assist the agents to take calls in premium queue and use of customer service tools.• Drives continuous performance improvement for business results.• Leads and directs the workforce in problem identification, problem solving and implementing continuous improvement measures.• Providing feedback and real time assistance to help team members improvise their performance. Show less

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  Buransh Technologies Private Limited

  Jul 2019 - now

  Director of Operations

  • Implemented policies and standard operating procedures for continuous improvement.• Devised, deployed and monitored processes to boost long-term business success and increase profit levels.• Implemented and executed sales and operational policies, experiments and standards across multiple facilities and sub-brands.• Accountable for all processing, inventory and outbound operations.• Analyzed, planned and forecasted monthly and yearly budgets.• Negotiated sales terms with multinational corporations, suppliers and contractors.• Managed corporate accounts, planned budget, controlled inventory, and oversaw sales closing.• Obtained sales permit, custom bond; created quotation and invoice templates; establish initial customer base. Show less