Business Centre Manager
Warid Telecom Pvt Ltd
مجموع سنوات الخبرة :19 years, 3 أشهر
• Experience in managing high walk-in business centers in the same city and turning them into profitable centers with 95% customer satisfaction level. (Annual walk-in of 180, 000 - 200, 000)
• Observing staff for gaps in their customer handling skills and advised them accordingly for professional grooming.
• Driving operational improvements, maximizing the sales & profit while ensuring a tight control on operational costs.
• Responsible for monitoring and continually improving standards of performance and quality within the operation.
• Minimized the churn rate with daily and weekly feedback on reasons behind it and took appropriate steps to manage the same.
• Helping staff members gauge their performance through Product Scoring Module (PSM) thereby improving the center’s performance.
• Incorporated participative style of management and inculcated a sense of ownership amongst staff members.
Skills and Competencies
• Able to lead, motivate and build successful teams.
• Consistent in meeting all set sales & financial targets. (Annual collection of 180-220 million)
• Updated department & regulatory SOP to ensure compliance.
• Implemented one window operation nationwide which reduced wait time below 2:00 mins.
• Proposed execution of CS & sales team merger for increased ARPU & quality sales.
• Synchronized the format of all reports for business centers nationwide.
• Identified the criteria and requirements for automation of daily reports nationwide.