Varun Kumar Email and Phone Number

• Support client activities including monthly planning for staffing, training/certification of new agents, tools access, and work with vendor and subject matter experts to test adequacy of workflow documentation and communicate need for updates/clarifications• Work with analysts and finance partners to establish PO coverage• Set up new teams to pilot nascent and evolving workflows to improve the Client/End User Experience• Led the development, implementation, and evaluation of policies basis trend analysis • Trained, coached, and mentored all staff, trainers, and team leaders in operational policies and procedures while overseeing performance evaluations

• Analyzed operational metrics to identify opportunities for performance enhancement, process improvement, and development planning; drove efficiency through workflow enhancements and 24/7 staffing oversight• Monitored operations to ensure 100% compliance with client specifications, audits, and service level agreements • Managing & Controlling Early Warning Systems for agent & hierarchy• Setting up multiple locations – Hyd & Blr supporting the transition, training & Ramps • Migration of 14+ workflows under CoMo• Partnering with clients for setting pilots for other partners

Managing team of 30+ team membersResponsible for delivering CVA's - Productivity , Utilization & qualityAttrition & EWS management