Outsourcing Specialist
Telenor Pakistan
Total years of experience :18 years, 2 Months
• Playing a role of a consultant for the Outsourcing Partner of Telenor Pakistan
• Taking care of business inflows & outflows of Outsourcing Partner
• Contract negotiation and SLA management with the OSPs
• Add value in Customer Life Cycle via suggestions on Automation, process efficiency
• Coordinate and lead pilot process on site and continuously evaluate process development
• Ensuring compliance to all operational processes set out by Telenor Pakistan
• NPS/FCR/COPC/AHT/Service Levels/Recall related targets achievement
• Project operational manager
• Improvement plans based on deep insights
• Explore /Suggest the new directions for business according to strategy
• Accountable for all types of electronic customer services support via all non-voice and digital platforms like emails, social media, web chat, regulatory, PTA, SMS help, letters and faxes
• Lead and initiate projects to generate operational efficiency by establishing cost effective channels and volume shifting of voice channels customers to non- voice channels
• Develop and enhance user experience on non-voice platforms by providing standardized and quality of services
• Manage people, performance and operational aspect of the business in order to achieve unit goals
• Lead a team of 14 - 20 tenured & experienced members
• Responsible to provide backend support to Sales and Service Centers, Franchises, Sales & Distribution for various daily functions in order to effectively resolve customer’s issues
• Working strategically - Understanding the link between team's work and the organization’s strategic objectives. Balance local and business needs with the long term objectives
• Development of resources by career counseling, involvement in different assignments, decision making and other tasks delegation
• Recruitment/Hiring/Training of employees for Easy Paisa team, Shortlisting CV s’ and conducting interviews
• Announcement of different vacancies rolled out in contact canter, getting approval from unit heads and execution of hiring process
• Responsible for achieving high customer satisfaction through high quality services
• Ensure that easy paisa team meets / exceeds Service Level, FCR, CSI, Quality Scores and other goals assigned
• Explain the team their objectives and contribute to manage team objectives through team work.
• Continuously evaluate possibilities to add value on FS.
• Ensure all queries/Complaints generated by the team are followed up and are resolved in the specific Turnaround time.
• Maintain high Motivation level & Moral of the Team by regular team meetings & Motivational Exercises.
• Ensure High Competency & Skills Level of the staff.
• Take accurate measures against feedback from CRO’s and Ensure proper follow-up
• Generate reports on daily, weekly and monthly basis to gauge the productivity level of the staff and the department
• Manage FS outbound operations and ensure revenue targets are met
• Risk & Fraud Management
• Providing Corporate Support Solutions
• Direct Interaction with Channels; S&SC, franchises, retailers, sahulat ghar to ensure smooth business operations.
• Work cross functionally and providing support to all regions
Current Responsibility: Team Leader for Contact Center, Reporting to Assistant Manager Contact Center
• Leadership & Management of my team & Unit.
• Evaluation of officers for quality monitoring
• Assistance to officers in order to achieve their goals.
• Making sure that team achieves productivity and quality targets.
• Services & Support to Post-paid & Pre-paid Clients.
• Support Systems & Backup Operations for CRD.
• Training CRD Team for better System Knowledge.
• Development & Implementation of Standard Operations for CRD
• Operations of Discipline on Floor and Flow of calls.
• Daily Analysis & Reports for CRD.
• Reports for Service Level, Call Load, Shift Issues of the Unit/Floor.
• Career counseling for/on-behalf of Personnel Department.
• Engaged in arranging workshops for career counseling for staff also
Engaged in preparing annual leaves plan for the unit
• Responsible for achieving high customer satisfaction (CSI) high quality service delivery