Manager Operations
Infocabs Global Pvt Ltd
Total years of experience :22 years, 0 months
Managing a client base of over 100 companies in the UK. Direct coordination with all companies,
acting as a bridge between our company and the client. Heading a (growing) team of 10 individuals
working as support staff and call center based in Karachi. Liaising with development team for new
features developments to keep up with current market and requirements. Reporting to C.O.O.
Reporting to Director Strategic Planning. Heading a team of 45 members, including Floor Supervisor & QA Executive.
Develop SOP’s, automation of processes, KPI’s, manage SLA, recruitment & selection process, payroll, roster development, quality assurance, floor operations & direct dealing with client (KESC). Heading the entire operations of KESC 118 based at Outsource Systems & Solutions.
Keeping strict check on team members KPI, having strong communication skills within team. Conducting routine trainings & one 2 one session related to product info & KPI awareness. Conducting trainings to avoid stressful & monotonous attitude towards work. Preparing reports showing progress of every team member individually and steps taken for further improvement. Being aware of weak & strong points of every team member. Having decision making authority w.r.t team member’s casual & sick leaves. Performing weekly Floor Supervisor shift, generating shift attendance report, managing & monitoring hourly service level along with hourly refreshment breaks. Generating and escalating hourly service level and workcode reports.
Highlighting & escalating service breakdown issues to relevant department and corresponding in order to resolve the issue. Maintaining floor decorum and etiquettes all the time. Escalating a detailed compiled shift summary to management highlighting attendance, issues occurred, hourly service level, hourly workcode reports, hourly refreshment breaks summary skillset wise, overall shift service level. Working rotational shifts round the clock
Customer Care Executive
Assist valued customers over the 333 helpline.
Working rotational shifts round the clock.
1.Vehicle Tracking & Fleet Management Company.
2.Sattelite Vehicle Tracking System.
3.Monitoring All Vehicles Registered With Trakker.
4.Giving Assistance To Customers If Going Out Of City In Their Vehicle.
5.Working Over Karachi’s Map.Taking More Then 500 Inbound Calls Daily.
1.Taking Inbound Technical Support Calls For A Broadband ISP Based In United Kingdom.
2.Giving Technical Support To Customers And Solving Their Broadband Internet Problems Live On The Phone.
1.Making Tele-Marketing Calls To United States.
2.Lead Generation (United States)
3.Lead Verification (United States)
4.Email Verification (United States)
Completed B.Com Part I & B.Com Part II From University of Karachi, (Grade B)
Diploma In Information Technology Completed 3 Years Diploma In Information Technology From Essani Collegiate For Computer Science. HARDWARE: SANGOMA, OPENVOX, DIGIUM, PRI, BRI, FIBER-OPTIC, GRANDSTREAM, AUDIOCODES, VEGA EUROPA SOFTWARE WORKSTATION: MS OFFICE, WINDOWS, CENTOS, UBUNTU SERVER: MS ISA, MS PROXY, WINDOWS NT SERVER, ACTIVE DIRECTORY, WINDOWS SERVER 2003, 2008-2012, SQL SERVER, RED HAT LINUX SERVER LANGUAGES: HTML, HTML 5, JAVA, PHP CALL CENTER: ASTERISK, VICI-DIAL, AVAYA, NORTEL, 3CX, NICE, VoIP, SIP CRM: SAP CRM, ZOHO CRM, SUGAR CRM, ZURMO, SALESFORCE CRM, CARES CRM
Completed 1st Year & 2nd Year of College, (Intermediate) From Govt. College of Commerce & Economics (Grade B)
Completed Matriculation From St. Patrick's High School (Grade B)