Manager Contact Center Operations
Ufone Subsidiary of Etisalat
Total years of experience :17 years, 5 Months
Reporting to GM customer operations, currently leading a large operations team, I am responsible & accountable for Client Relationship Management and Customer Operations via Contact Center (Inbound, Outbound & BPO) while ensuring excellence in Customer Experience, meeting SLAs & SQS benchmarks, Recruitment & Work Force Management, Training, Quality Assurance & Complaint Management units to achieve Service Quality objectives. The position is required to develop operational strategies, strategizing Quality improvement plans, Social media operations, Continual Process Improvement (CPI), Implementing & Ensuring that policies laid by ISO and code of business conduct as well as ensuring team motivation via coaching & mentoring teams & effectively planning team engagement activities.
Floor Manager Contact Centre, Jan 2011 - June 2015, Ufone GSM (Pvt.) Ltd. Karachi, Pak.
The role is responsible for ensuring smooth execution of call center operations, by achieving assigned service level KPIs & quality goals, handling escalated customer complaints and calls. Key responsibilities include.
• To ensure service level KPIs are met as defined & execute strategy according to performance forecasts.
• Managing the Floor Operations on daily basis with the continuous & rapid information changes that are the core of Contact Center industry.
• Interviewing candidates and work on assessment process for Contact Center recruitment.
• Keeping a check of Information flow & SOPs being shared for CC operations & filling communication gaps where required.
• Set Up and Execution of the day-to-day Customer Service activities. (Responding to Inbound Calls, E-mails, and Faxes) . Coordinating with different departments for internal & external customer issues
• Responsible for new developments & empowerment of the front end teams to ensure smooth & efficient Customer Operations.
Floor Supervisor Contact Centre, May 2009 - Dec 2010, Ufone GSM (Pvt.) Ltd. Karachi, Pak.
To act as a focal point by leading and guiding CSE's in attaining their daily targets, coaching them w.r.t new products services and extending consultation to them where required. This position is also accountable for handling irate customers and handling escalated calls
* Leading a team of 25 individuals.
* To resolve escalated customer service issues, and follow up with customers..
* To remain abreast on all current policies, procedures, promotions, products, and value added services offered by the company and handle all internal & external customers in accordance with the established Customer Handling Standards and Operating Procedures.
* To manage a service oriented environment and provide sustainable floor supervision based on the policies.
* To keep the teams abreast of all current issues and updates through refresher sessions & team meetings.
* Adherence & compliance to company policies & procedures.
Customer Sales & Service Executive, Dec 2006 - April 2009, Ufone GSM (Pvt.) Ltd. Karachi, Pak
• Achieving daily / monthly targets
• Guiding customer with respect to the product & resolving customer issues where possible online & escalating to relevant teams via complaint management system.
Graduation with Majors in Math Physics & Computers
F. G. Quaid e Azam Govt College Rawalpindi, Pak Intermediate (Computer Science) December 2004
Grammar School Rawalpindi Rawalpindi, Pak Matriculation December 2002