• Managing Trakker, Insurance and Life Operations of TPL Holdings with around 85 Executives and 4 Supervisors
• Operations Include Customer Services, Digital Sales, Renewals, Collections and Sales Support
• Induction, Planning and Management of New Business Units within the Program and identify the needs and proposed required solutions
• Operational Meetings with Clients on Sales, Services, Renewals and Collections and follow ups on all matters with concern stake holders
• Implement and design Business Processes, SOP’s, Performance Scorecards, Scopes and other Operational reports
• Ensure Smooth Execution of overall Operations and monitor performance of all Segments to achieve daily targets
• Coordination with stake holders (Recruitment, HR, QA, T&D, MIS, IT etc.) on Staff Recruiting, Training, Operational Matters and Performance Management
• Counseling and coaching of low performer Executives and Supervisors and assigning PIP to improve and perform.
• Resolving Conflicts, Identify Improvement areas, plan and develop strategies to achieve required deliverables

• Overall management of Call Center Operations of leading Telecom firm – Warid providing 24/7 hours support to their customers with Quality Services and meeting required Service Levels
• Managing team of 150 – 200 Customer Service Executives and 8 – 12 Supervisors and Support Staff to execute operations smoothly.
• Forecast and plan the needs as per the center requirement; hire and train new resources to ensure the require trained manning is on board
• Ensuring to meet Service levels and all other program related Internal/External KPI’s (B2P, Quality, AHT, L:R, Billable Hours)
• Conduct regular Meetings with Client and all stake holders. Ensure to meet expectations of Client and work closely with Support Teams to initiate best quality practices in the program
• Execute R&R activities to motivate Team Members and developing healthy competitions amongst team members towards their deliverables
• Prepare performance reports and analysis of various KPI to identify areas of improvement and develop strategies to achieve all deliverables and performance targets
• Ensuring complete adherence of Company’s Policies and Procedures within Program, setting up necessary controls and performing random compliance audits.
• Keeping and monitoring of performance KPI closely and plan, implement and execute various performance boosting activities for improvement and motivation.
• Resolve conflicts with in team members as per defined policies and assist departments in conducting performance audits, product knowledge tests, scheduling and quizzes

• Managing a Team of 20 Call Center agents and Supervisor floor as per assigned Shifts
• Liaising with support departments for timely complaints resolutions and information gathering.
• Ensure that adherence is maintained by keeping the staff motivated.
• Analyze and provide feedback for improvement in performance of contact center operations on a daily basis
• Coaching and development of CSR’s in order to ensure harmonious and healthy work environment.
• Making reports and helping management in taking operational decisions.
• Live and recorded call monitoring to improve quality and minimize errors.
• Identification of staff training needs and planning training and refresher sessions in consultation with CSRDC.
• Handling escalated customer complaints or enquiries.
• Ensuring optimal time management (login, breaks, escalation) of agents according to the daily hourly call trend
• Implementing and reviewing policies and procedures.
• Dissemination of up to date information to the contact center staff i.e., Supervisors & CSR’s.
• Effectively managing assigned tasks ensuring that targets are met within KPI’s defined.
• To carry out additional duties when and where necessary.