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Rohail Addin Khan, CX Operations, WFM & Contact Center Technology Lead

Rohail Addin Khan

CX Operations, WFM & Contact Center Technology Lead·Excellent Solutions Co. - Qiwa

Saudi Arabia

Master's degree, International Management

Work experience

Total years of experience: 17 years, 5 months

CX Operations, WFM & Contact Center Technology Lead

December 2025 - Present

Excellent Solutions Co. - Qiwa

Riyadh, Saudi Arabia

December 2025 - Present

• Lead CX operations, workforce management and contact center technology support for a 24/7 multilingual omnichannel operation across voice,
tickets, social media, callbacks, complaints and digital channels.
• Support an enterprise operation with 350+ agents, 15+ supervisors and 20+ team leaders, handling 8, 000+ daily calls, 6, 000+ daily tickets and
2, 000+ social interactions.
• Lead WFM activities including forecasting, scheduling, shrinkage planning, capacity planning, real-time monitoring, SLA tracking and queue
optimization.
• Administer and support Cisco Webex Contact Center including queues, IVR flows, routing strategies, tenant administration, reporting,
troubleshooting and integrations.
• Manage Eleveo WFM/QM support including user setup, forecasting, scheduling, QA workflows, scorecards and operational reports.
• Support Zendesk, ServiceNow, Genesys, VoIP, SIP, PSTN, IVR, gateways, VMware, Active Directory and enterprise support environments.
• Coordinate with Cisco, PSTN providers, system integrators, telecom vendors and platform support teams to maintain service continuity and
resolve technical issues.
• Contribute to client meetings, SLA reviews, operational presentations, reporting governance, process improvement and performance follow-up.
• Supported strong performance outcomes including SLA around 95%, CSAT around 94%, service satisfaction around 94%, abandonment near 1%
and ASA under 15 seconds.
• Supported business continuity recovery during a major infrastructure disruption by helping restore backup contact center capability within 12
hours.

Company industry:
Call Centers & Customer Care Outsourcing

Founder / Director

January 2020 - Present

Geo Data Mining & Mineral Network

Peshawar, Pakistan

January 2020 - Present

• Founded and manage a mining and mineral network focused on business development, supplier coordination, client outreach, operational
planning and process structuring for mineral-related projects.
• Lead business development, stakeholder communication, documentation, proposals, presentations, commercial follow-up and operational
coordination with potential buyers and partners.

Company industry:
Safety & Environment

Operations / Acting Call Center Manager

August 2012 - June 2026

Excellent Solutions Co.

Riyadh, Saudi Arabia

August 2012 - June 2026

• Managed contact center operations for multiple Saudi government service projects, leading 125+ agents, supervisors and support staff across
high-volume customer service environments.
• Oversaw daily operations, team performance, SLA tracking, service quality, productivity, escalation management, resource planning and
operational reporting.
• Supported government projects including Ministry of Housing, MOH, MOE, MOT and MOSA, contributing to SLA, AHT, AWT, abandonment,
productivity and service quality improvements.
• Contributed to CRM workflows, IVR design, digital reporting, process improvement, cost control, pricing input and proposal preparation for
outsourcing projects.

Company industry:
Other Business Support Services

Founder & Operations Head

January 2019 - January 2026

Genius Science College Khall

Upper Dir, Pakistan

January 2019 - January 2026

• Founded and scaled a private educational institution to 200+ students across two branches, leading operations, people management, admissions
growth, financial oversight and administrative governance.
• Implemented digital systems for enrollment, reporting, fee management, student records and internal communication while developing KPI
tracking and operational processes.

Company industry:
Higher Education

Manager - Training & Operations

January 2017 - January 2026

ENG6WEEKS

Upper Dir, Pakistan

January 2017 - January 2026

• Managed training operations, program delivery, scheduling, reporting and performance follow-up across English language, IT, DIT and
professional development programs.

Company industry:
Training & Education Center

Interpreter

August 2016 - December 2016

King Khalid International Airport

Riyadh, Saudi Arabia

August 2016 - December 2016

• Provided multilingual Arabic-English interpretation, customer handling and service coordination in a high-pressure airport environment.

Company industry:
Airlines
Job role:
Administration

MIS / Operations Support

January 2015 - December 2015

Saudi Hollandi Bank

Riyadh, Saudi Arabia

January 2015 - December 2015

• Supported MIS reporting, operational coordination, documentation, planning follow-up and internal communication for banking operations and
sales support activities.

Company industry:
Banking

Business Development Manager

January 2011 - December 2011

Al Wakan for Leadership and Educational Development

Dammam, Saudi Arabia

January 2011 - December 2011

• Managed business development, market research, proposals, presentations, RFP responses and project coordination for leadership and
educational development initiatives.

Company industry:
Primary, Prep, & Secondary School
Job role:
Management

CSR Executive

July 2008 - December 2010

Zain KSA

Riyadh, Saudi Arabia

July 2008 - December 2010

• Provided frontline telecom customer support, issue resolution, escalation handling, service coordination and customer communication.

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

Geneva Business School

January 2016

January 2016

Master's degree, International Management

Switzerland

Institute of Business Administration

January 2012

January 2012

Bachelor's degree, Business Development and Management

Pakistan

Pakistan International School Riyadh

January 2008

January 2008

High school or equivalent, Computer Science

Pakistan

Skills

CONTINUOUS INTEGRATION
Intermediate
CONTINUOUS INTEGRATION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
ENTERPRISE APPLICATION SOFTWARE
Intermediate
ENTERPRISE APPLICATION SOFTWARE
Intermediate
GOVERNANCE
Intermediate
GOVERNANCE
Intermediate
INTERACTIVE VOICE RESPONSE
Intermediate
INTERACTIVE VOICE RESPONSE
Intermediate
MARKETING
Intermediate
MARKETING
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
SERVICENOW
Intermediate
SERVICENOW
Intermediate
WORKFORCE MANAGEMENT
Intermediate
WORKFORCE MANAGEMENT
Intermediate
ZENDESK
Intermediate
ZENDESK
Intermediate

Social profiles

Languages

Arabic
Beginner
English
Beginner
Urdu
Beginner
German
Beginner

Training and Certifications

Certifications
NEBOSH IGC
Build AI Agents with n8n
AI for Business Professionals
Cybersecurity Foundations
Strategic Information Technology
ServiceNow IT Leadership Professional Certificate
CCNA 200-301: Cisco Networking Fundamentals, Labs & Exam Prep
Cisco Certified Support Technician (CCST) Networking Cert Prep
Network Addressing and Basic Troubleshooting
Webex Control Hub Admin Professional