Aqeel Anwar

Floor Manager - Contact Center at Mobilink - Pakistan

• Pakistan - Islamabad
• My current job since June 2004

 Managing / mentoring & training approximately 150 contact center employees (All levels) to ensure optimum customer experience at all times.
 Achieve service level objectives on inbound call volume and reducing trouble call rates, repeat trouble call rates, and disconnects.
 Proactively provide coaching and developmental opportunities that continuously build and expand both individual and team capabilities.
 Provide leadership, control and direction to team members in order to ensure highest quality customer experience & FCR.
 Track and benchmark customer complaints, and disconnect trends to proactively support tactical improvements
Close coordination with QA for regular call monitoring in order to evaluate opportunities to improve customer facilitation.
 Coordinate with HR, QAST and recruitment team for hiring and training of new staff.
 Coach supervisors & team leaders to keep consistent optimum customer experience at all times.
 Coordinate with other departments for early resolution of issues to improve customer satisfaction.
 Support development and enhancement of individual competencies that drive individual/team performance against established goals. Foster a team environment that encourages collaboration and peer support.