Project Management & Operations Executive
Mobilink
Total years of experience :16 years, 0 Months
» Maintaining project management office activities calendar from the start of every year till the end.
» Identify new business opportunities, customers, markets and potential products to enhance the potential business canvas nationwide.
» Coordinating with Business Planning & Customer Retention unit (BPCR) and Market Analysis Team for designing the new promotions and offers.
» Coordinating with CC Standardization Team and Quality Assurance Team for designing new SOPs and operational methods.
» Coordinating with CC Management Team for the deployment of finalized SOPs and operational methods and communicating the revised evaluation procedures accordingly.
» Coordinating with central and local CC IT Team for the analysis, development, deployment and maintenance of current and new information systems.
» Developing an enriched environment with aid of technical efficiency, flexible processes, quick problem resolution and competent professionals to establish a unique customer care support system in local telecom market.
» Identifying the key areas for further development and improvements in internal processes and operational methods to improve overall service level and customer experience.
» Designing the grading system for measuring the performance of associate level employees, specialist level/mid-level management and top management staff in terms of quality, productivity, adherence and overall required performance level.
» Continuous analysis of prepay and postpaid subscriber base in terms of revenue generation, usage pattern and trend shifting. After analysis, every single customer is segmented into appropriate customer segment for providing appropriate level of services accordingly.
» Working closely with operations teams for optimizing the workforce management systems on regular basis for efficient workforce scheduling as well settings the skill level of hotlines representatives according to their bi-monthly performance.
» Responsible for myself to achieve all targets/KPIs set by department or management, set as benchmark for the whole management team members and help them to achieve the same targets and KPIs.
» Maintaining complete knowledge of product’s/offers being introduced in the market.
» Responsible for taking all complaints/queries escalated from entire team and keeping personal follow up till resolution of issue on paper and in CRM.
» Ensure all queries/complaints are correctly generated for high quality services within specific turnaround time.
» Coordinating with different departments when it required for providing high quality of services to valuable clients for resolution of escalated complains.
» Monitoring team’s performance in live systems regarding productivity, complaints or requests generated in CRM and adherence on daily weekly and monthly basis.
» Conducting daily sessions with team regarding product updates and performance analysis.
» Being available to ensure smooth floor operations and team’s operations.
Bachelors in Business (Information Technology)
Certified Professional in Information Systems (CPIS
International Advance Diploma in Computing (IADIC)
Diploma in Computer Sciences (DCS)
Faculty in Science (F.Sc)
Matriculation