Sr. Manager Operations
IBEX Global (A TRG Company)
Total years of experience :21 years, 0 Months
TRG is a leading provider of capital and operating solutions to companies active in the business services sector. Primary equity positions by providing liquidity to existing shareholders as well as investing directly in companies that could benefit from additional capital. As part of investment active role in structuring and executing operating solutions for our portfolio companies. TRG is a continuing partner to its investing companies, providing ongoing equity capital and global operational support. Planning long-term relationship, TRG make investments from as little as $500, 000 to over $100 million. TRG has successfully deployed value enhancing operating solutions for over one thousand customers, from individuals to several of the Fortune 100’s.
Main responsibilities are:
• Responsible to deliver clients set SLA’s
• Developing Processes, implementation and redesign
• Compliance policy, procedure and awareness
• Successfully planned and executed divisional level strategies for Customer Care
• Lead projects from initiation to closing while managing project budget and resources
• Manage divisional level strategic conference and business review of strategic projects
• Successfully managed national & multinational clientele which includes: Wateen Telecom, Kansai Paints, British Council, Sehat (Fazal Din Pharmacy), Women Development - Punjab Government, Zin Technologies, LG Electronics, Asani.com.pk, Nestle Pakistan, CERP, Telenor, Careem, Mobilink & Warid Telecom
• I am responsible for client communication, satisfaction and problem solving with senior management
• My reporting line includes over 20 employees out of which my direct reporting line is Customer Service Operations, Recruitment & Quality Assurance
• To keep entire unit motivated to deliver high quality results on all fronts. Design KPIs for employee’s in-line with Organizational goals and objectives.
• Responsible for employee motivation, meeting SLAs, Client Communication and Revenue Maximization
Achievements:
• MD best team of the year Award 2013/14
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Main responsibilities are:
• Managing Customer Service department for Telenor Helpline & Retailers / Dealers queue
• I am responsible for client communication, satisfaction and problem solving with clients senior management
• Business Development for local business opportunities within private, government and medical hospitals.
• My reporting line includes over 350+ employees out of which my direct reporting line is Call Center / Customer Service Operations which is the helpline and retailers
• I am the member of the panel interview for final selection of CROs/TLs/AMs
• My responsibilities are to meet the SLA set by the client which includes Service Level, AHT (Average Handle Time), quality, sales and FCR (first contact resolution)
• As Project Manager I have successfully ramped up operations just a month after going live. We started with 100 FTEs (full time employees) and increased to 160. We then got approval for 60 more agents that were to work as PTEs (Part time employees). This was the first time that Telenor experimented with the concept of PTEs and it has proved to be a great success as they are staffed according to call volume demands and help to effectively meet the required service levels and currently working at the capacity of 1000+ employees
• Responsible for grooming my team in view of future elevations, providing realistic targets of SL, Sales, Quality and AHT improvement during shifts. Providing quality targets based on RCM (Random Call Monitoring) feedback and delivering positive results
• I also actively train and manage my Assistant Managers in order to handle their teams in a more efficient way while producing desired results
• I strive to inspire, in order to motivate my management team so that they instill similar practices in their teams as well. I believe that as people managers they are largely responsible for the success of the contact center
• To keep entire unit motivated to deliver high quality results on all fronts. Design KPIs for agents, Team Leads and Assistant Managers in line with Organizational goals and objectives. Responsible for meeting SLAs, Client Communication and Revenue Maximization
Achievements:
• Revenue generation through Inbound Call Center
• Successful launch of easy paisa and money remittance among local retailers/dealers
• Increased daily VAS Sales Revenue from USD 350/- to USD 1, 630/- on fairly complex Telenor Prepaid Project outsourced to AbacusConsulting
• Ensure above 85% Quality Service Level
• Ensure Daily Call Monitoring by TLs and TL participation in QA Calibration sessions which resulted in remarkable improvement in Quality scores
• Brought down daily shrinkage from 11% to 4%
• Developed my AMs and Team Leads for next level by assigning them different tasks, analysis and followed up with them till completion of tasks
• Assigned with even more challenging responsibility of New SIM Activation Project of Telenor Customer Care
• Increased daily VAS Sales Revenue from USD 4, 650 to USD 7, 560
• Achieved 100% FCR and 92% CSI score on New SIM Activation Project
• Maintaining daily call logs
• Maintaining team records for their daily/monthly KPIs
• Team Motivation
• Meeting / exceeding KPI
• Problem Solving
• Team Coordination
• Corporate business development with Pakistan Software Board and industry
• Highlight software industry bottlenecks in front of Pakistan Software Board
• Capacity building of software industry graduates
• Talents hunt through seminars
• Follow up with new and existing clients
• Targeting new clients according to new standards
• Coordinate with marketing department for monthly targets
• Customer services
• Handling customer complaints
• Handling & Execution of new sales
• Preparation & Analysis of Monthly reports
• Responsible for increasing revenue on monthly basis
• To Co-ordination with the Manager for weekly records and revenue
• Executive Traffic Control
• Routing Calls to agents
• Floor supervisor on various occasions
GPA: 3.2 Major in Business Administration
