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概要
Experienced Operations/Quality Assurance/Training & Development/Customer Service/Experience and Contact Centre professional with track record of managing large-scale service and sales culture transformation initiatives and process re-engineering programs.
Ability to quickly assess contact centre/customer service operations and implement the proper balance of people, process, and technology to improve employee productivity and achieve high client service levels. Excellent leadership, communication, team building, strategic planning and problem solving skills.
Expertise in Telecommunications and Outsourcing Services, involved in launching new contact centres, turning around challenged operations, and revolutionizing business plans to maximize productivity, performance, and revenues.
Specialities:
• Start-up operations and ongoing operational excellence
• Call Center Quality Assurance
• People Management & Leadership
• Strategy, Business Planning & Development
• Resource Planning and Optimization
• Project & Program Management
• Change Management & Career Development
• Customer Experience Management
• Recruitment, Training & Performance Management
• Problem Solving & Decision Making
• Crisis Strategist
• Business Model Expert
• Performance Optimizer
工作经历
Deputy Business Unit Head
Manage the performance of up to 11 local and International Projects with the employee base of 650++ in two different locations with an annual budget of 300 Million PKR. Function as the primary point of contact for clients, conduct financial analysis, perform financial forecasting and annual budgeting. Look after Business unit PnL and strategic management
Specialities:
• Start-up operations and ongoing operational excellence
• Call Center Quality Assurance
• People Management & Leadership
• Strategy, Business Planning & Development
• Resource Planning and Optimization
• Project & Program Management
• Change Management & Career Development
• Customer Experience Management
• Recruitment, Training & Performance Management
• Problem Solving & Decision Making
• Crisis Strategist
• Business Model Expert
• Performance Optimizer
