概要

Recruitment Selectionn Staffing Roster Managementn Reporting to Sr. Managern Preparing all the required Reports n Training Developmentn Interdepartmental CorrespondencenTrainer for Customer Services, Worldcall Limited.nMaking Benchmarks, Worldcall Limited.nPreparing process and procedure manuals for Call Center, Worldcall Limited.nAcquiring M/s Wireless Payphone Helpline (Sister concern Worldcall)nBest Customer Relations Officer for Almost one year Worldcall Communications Limited.nCurrently rotated on Customer cares to improve the system of front desk from the last 1 half yearsnnSpecial Training nService Excellence Strategies for Success,nBy Superior University nQuality Assurance By Superior UniversitynCustomer Services Selling Skills, By Worldcall Communications LimitednBorn Again Road to Success, By Superior UniversitynBusiness Intelligence By Superior UniversitynVision to Success By Superior UniversitynEffective Communication Business Attiquets

工作经历

公司标识
Manager Customer Service
WorldCall Telecom Limited
Apr 2014 - 代表 | Lahore, Pakistan

• The designation requires to manage Core Customer Operations Country Wide.
• Lead and manage a team of 60 customer service agents
• Plan, assign and monitor work tasks for optimum team efficiency
• Perform quarterly staff performance evaluations
• Identify and address development needs
• Develop staff training programs and reference manuals
• Formulate and implement customer service policies and procedures
• Determine customer service requirements through surveys, focus groups and benchmarking best practices
• Analyze data to identify strategies for improvement of service and productivity
• Implement improvements including new CRM system and applications
• Ensure the consistent achievement of customer service levels and standards
• Resolve escalated customer service issues
• Develop departmental budget and control costs
• CRM modifications and faults assigning.
• Execution of Sales & promotion of all products including EVDO/IOC/CATV/DTV.
• Look at HR requirement of the department.
• Define SOPs (Internal & External).

公司标识
Manager Contact Center
WorldCall Telecom Limited
Jan 2014 - 代表 | Lahore, Pakistan

Managing Entire Contact Center Operations country wide.

公司标识
Team Lead/Asst.Manager Customer Care
 WorldCall Telecom Limited (An Omantel Company )
Feb 2003 - Apr 2012 | Lahore, Pakistan

学历

Superrior Univerisity
硕士, , Masters in Business Administration‎
Human Resource Management
2007

技能

中级 Account Management =
熟练 Benchmarking
熟练 Business Development Process
熟练 Conservation Awareness
熟练 customer egagement
熟练 Customer Service =
熟练 Deadline Management
熟练 Department Budget Management
熟练 Development of Employees
熟练 Employee Benefits Design
熟练 Employee placement
熟练 Employee Relations Management
熟练 Employee Retention
熟练 Handling Assignments
熟练 Human Resource Planning
熟练 Linked Analytics
熟练 MIT Knowledge
熟练 Monitoring & Counselling Skills
熟练 Operational Tasks Handling
熟练 Relationship Planning
熟练 Schedule Appointment
熟练 Social Studies Subject Command
熟练 Software Documentation Maintenance
熟练 TECEPYION=
熟练 Telephone account Management
熟练 Training and Development
熟练 المبيعات عبر الهاتف
熟练 الالتزام بخدمة العملاء
熟练 بناء العملاء
熟练 رعاية العميل
中级 علم الأشعة البعادي
熟练 عمليات خدمة العملاء

语言

熟练 旁遮普语
熟练 乌尔都语
熟练 英语

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WAQAR HUSSAIN
Standard Chartered Bank