General Manager Contact & Support Center
Ufone Etisalat
مجموع سنوات الخبرة :26 years, 0 أشهر
Contact Center, Support Center, Work Force planning & Automation, Business Process Insourcing and Sales and Service Centers
Leading the only ISO 9000 Certified Contact Center in the country.
Leading 2000 Contact Center Team members with 900 seats handling approximately 400k customer calls per day
Leading outbound team responsible for Customer experience, Customer complaint follow-up, Bad debt recovery, marketing surveys, Telemarking, and Telesales & Customer retention.
Leading back office team responsible for resolving customer network, billing and service related issues and complaints.
Leading Correspondence team handling all written communications with customers i.e. E-mails, Social Media, Web Chat, and Letters.
Managed programs with budgets ranging from $100K to $10M
Led complex projects roll-out, schedules, product backlog and release burn down process improvements, ROI, vendor and client relations.
Integration and roll out of multiple Call Routing and IVR flows for different clients within the same call center technology domain i.e. KFC, Samsung, British Council, Daewoo Bus Service, etc.
Work Force planning in terms of scheduling based on historical traffic and forecasting.
Managing CSAT and NPS Programs related to Contact Center Services.
Directory services Call flow and IVR design and roll out
Redesigning of IVR flows resulting in increase in IVR usage from 20 % to 40% over the period of 6 months
Business Process Improvement using statistics and ISO 9000 control stages
Headed the Customer Experience Management Initiative of Integrated Service Delivery platform to cloud-based CRM, lead cross-functional teams for Project execution
Managing CRM new development requests, CRM operational trouble resolution and implementation of new functionalities
Integration of new subscriber Sales, Services, Support, Campaigns and it’s reporting into comprehensive CRM, which simplified analytics, enhanced operational efficiency & improved Customer Experience
Franchise Support, responsible for in house nationwide franchises operations catering to walk in customers.
Led Nationwide Sales and Service outlets Led Priority Services, responsible for providing personalized services to the high revenue generating individual customers at their door step.
Managing one of the largest blended Contact Center Team functioning within Pakistan with Inbound and Outbound Capabilities compromising of 850 team members distributed amongst two cities.
Responsible for achieving Service Level and performance targets ensuring prompt resolution of customer queries and complaints within defined time lines
Monitoring reasons for calls and customer needs in order to ensure that the Contact Centers are on a continuous improvement path.
Identifying Contact Centers requirements and coordinating with the relevant department to fulfill the said needs.
Plan the operation of the Contact Centers, including manpower, facilities workforce forecasting and problem identification.
Identify & get onboard new potential clients for Contact Center Service
Managing nationwide Quality Assurance activities for all the customer touch points
Managing Training calendar, identifying training needs, and developing trainings for all the customer touch points
Developed & implemented Churn prevention and customer retention plans
Managing nationwide Quality Assurance activities for all the customer touch points
Managing Training calendar, identifying training needs, and developing trainings for all the customer touch points
Develop centralized Quality and Training Department for the whole Customer Service Division
Develop & implement Churn prevention and customer retention plans
Develop & implement Customer Life Cycle plan
Identify, understand and map all the CS processes and activities of Warid against the competitors at all the customer touch points.
Develop and implement project methodology and enforce project standards
Managing day-to-day operational and tactical aspects of multiple large & small scale projects. Some of the key projects managed include:-
•Recruitment & Training Plan - New recruits hiring & training plan
•Development of KPI’s - CRO quality and performance standards
•Post Paid re-launch - process re-engineering, developing new quality checks & training of staff
•MNP Launch - developed new process and training modules.
•Easy SMS - tool enabling CRO’s to reduce call handling time.
•Intranet Portal - providing CRO’s with information required for handling customers
•New IVR - enhancing self-service options for customers
•Launch of new Self services - USSD Based Services, DMS/DSTK & Web Self Care
•New call routing strategy- routing of customer calls based on revenue generated by them
•Outsourcing excessive call volume - training of outsourcer staff & setting quality standards
•Call Center Charging - single call center code with IVR free of charge and agent call being Charged
Develop & implement strategic objectives that are aligned with the Company’s strategic initiatives & objectives.
Managing the strategic aspects of Customer Relation Division and reviewing high-level deliverables across the department with in the defined time lines.
Established and launched the call center operations for the company in shortest period of time i.e. in 45 days including hiring and training of staff along with setup planning for operations.
Managed Pakistan’s first Multi-lingual i.e. English, Urdu, Sindhi and Pushto Call Center
Developed Call Center Process and Procedures & Agent Hiring Process
Developed Call Center Agent Training and Evaluation Modules
Developed Call Center Agent Training Modules
Designed and Deployed Dvcom’s Call Center Systems
Designed and Deployed Dvcom’s Customer Care System
RFP Development of Customer Care System
RFP Development of Call Center System
Technical Evaluation of Call Center and Customer Care System
Customer Services Policy & Procedure Development
Customer Services Implementation & Role out Plan
Customer Services Training and Evaluation Plan
Customer Care System development team member
Customer Care System Training and Implementation.
Planning and development of Call Center expansion Design
Development and testing of Functional Specifications of Call Center Systems including ACD, CTI, IVR and Recorder.
Participated in the development, testing and traning of in house Customer Relation Ship Management system.
Assistied Call Center Manager in hiring and selection of Call Center Team
Responsible for generating reports of Call Center Activity
Assisted Call Center Manager in administration of Call Center day to day activities including Inbound Customer Calls, Customer File Management, Correspondence, Back-end Support (Query Management), Courtesy Calling and Campaign Management..
Developed & Implemented training course for new recruits — speeding efficiency.
Trained Call Center Staff
Developed Call Center Shift Roaster for 100 Customer Services Representatives.
Developed & Administrating Intranet site of Customer care.
Developed an evaluation program for Call Center Staff and conducted monthly evaluations.
Designed and Generated monthly and weekly Call Center performance reports.
Floor Management, which included Call Center Inbound & Outbound functionalities namely Customer File Management, Courtesy Calling, Query Management & Written Correspondence with Customers.
Staff Consoling & Couching
Administration of Call Center’s day to day activities.
Was member of Ufone Launching Team
Worked on developing Customer Care Policies & Procedures
Worked on developing Customer Care Manual
Developed different forms like Customer agreement, Customer services, Connection return & Customer adjustment form.
Planed & Developed Ufone’s Call Center
Developed & finalized Call Center’s functional specifications requirements.
Developed Call Center Routing Matrix.
Developed Call Center IVR
Coordinated with vendors in installing systems like ACD (Lucent Definity), CTI (Genesys) & IVR (Media Soft)
Conducted Interviews for Customer Care Team
Trained Customer Care Team
Developed Churn Management database software Nation Wide.
Developed data base software for handling nation wide customer queries.
Designed and Generated multiple churn reports from an analytical aspect.
Re-designing of Customer Services forms.
Re-engineering of Policies and Procedures on Nation Wide basis.
Identify and rectify the reasons, which result in customers to churn.
Reduced nation wide churn rate to 60 % with in a time span of 6 months.
Developed and managed the Customer Stimulation Program which helped reducing churn rate.
Visits to Service Centers to retain customers and solve their problems.
Visits to Corporate Customers to retain and solve their problems.
Supervised shifts of 25-30 Customer Services Representatives.
Developed Call Center Shift Roaster for 60 Customer Services Representatives.
Conducted Interviews for new hires in Call Center.
Implemented training course for new recruits — speeding efficiency.
Developed an evaluation program for Call Center Staff and conducted monthly evaluations.
Developed a software to manage and record the activities handled by the Call Center representatives
Developed and Implemented processes within Call Center to improve the efficiency and turn around time of activities.
Designed and Generated monthly and weekly Call Center performance reports.
Handled 200 -300 customer queries per day.
Assisted Shift supervisors in ensuring compliance with the company Policy and Procedures.
Managed the activities and queries forwarded by Customers and internal staff, which consisted of activation and deactivation of customer facilities over the network on Nation Wide basis.
Co-ordination with other departments to solve customer queries /problems with in a span of time.
Handled customer related queries generated by Mobilink dealers and internal departments.
Conducted Research Study on Leather products for Lahore, Islamabad/Rawalpindi and Karachi markets based on a sample size of 300 respondents.
Identified potential markets for the Leather product in each city.
Identified target market for the Leather products in each city.
Forecasted estimated demand for Leather products in each city.
Forecasted estimated Sale and Profit figures for each city.
Identified Channels of distribution for Leather products to each city.