Managed Pehel911's contact center operations across 7 sites in Pakistan as the first point of contact for the citizen emergency helpline.
• Develop and implement effective contact center operations strategies while continuously monitoring and optimizing contact center KPIs.
• Managed all aspects of contact center operations, from building to team management, and motivated the team to deliver a superior customer experience by achieving established talk time targets.
• Establishes and maintains high business standards for accuracy, productivity, and reliability, ensuring successful execution of operations.
• Developed comprehensive training materials and led efficient and high-level training sessions to groom subordinates so they could efficiently assist operations and advance their careers.
• Coordination with National emergency helplines (Police-15, Rescue, PDMA, PHP & NHMP)
• Meet with team members regularly to ensure processes and procedures are understood and followed as required.
• Setting goals and objectives for the call center and monitoring performance to ensure that objectives are met.
• Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement in all campaigns.
• Establish a company-wide customer success motion that integrates procedures, information, and data from and to stakeholders of the organization in the capacity of quality assurance.
• Coordinating with other departments within the company i.e. Software Team/IT to meet the client’s requirement
• Establish strong relationships and communication channels with the management team(s) and the entire CS department.

Responsible for the participation in the development, coordination and management of call center operations and customer relationship function in the achievement of volume and quality targets set by the company.
• Responsible for the department & ensuring timely deliveries with exceptional customer experience.
• Managed hiring of all the CX staff including support/inbound/outbound/chat/Social Media Units.
• Managed a team of over 100 resources in the Operations department.
• Work closely with internal stakeholders & departments to achieve customer satisfaction KPIs.
• Ensuring efficient staffing for the business as per the demand projections & marketing plan.
• Managed and planned Training and Development including rider training and CS Product training.
• Identifying the areas of improvement for enhancing Customer/Rider & Vendor experience. 

Responsible for the participation in development, coordination and management of call center operations and customer relationship function in achievement of volume and quality targets set by the company. Also responsible for training new hires as well as dealing directly with the client on daily basis.• Ensure that service level KPIs, FCR, quality scores and other goals are meet/exceeded as per the contract on a regular basis.• Establish strong relationships and communication channels with the management team(s) of BPO client(s).• Participate in the hiring process of agents with the coordination of T&D department• Monitor live/recorded calls on daily basis to get a hands on view of agents' performance.• Continuously audit and improve all processes pertaining to call center operations.• Present weekly/monthly report on campaign performance and challenges to senior management teams

• Responsible to act according to the instructions of the Company which is related to M2M management system
• Responsible for providing Superior Customer Satisfaction to meet the SLA(s) in time
• Responsible to handling Prothos (CRM)
• Responsible for Generating Ticket(s), Following up, Escalating them
• Develop training for complaint handling and resolutions.
• Establish Training and Competency Profiles of the Audience based on TNA
• Develop Training Plans in light of the identified needs
• Creation & maintenance of records relating to training evaluations , Man Management &Strong analytic skills
• Design and develop KPIs and Monthly Performance reports regularly

• I was responsible for taking care of possible Churn Customers of Islamabad, Karachi, Jhelum & Lahore
• Was responsible to take care the Disputes between Customer and Distributors
• To monitor and ensure timely resolution of complaints to enhance efficiency
• To ensure complaints with resolution directly coordinating with Customers.
• To monitor and ensure timely resolution of complaints to enhance efficiency
• To ensure complaints with resolution directly coordinating with Customers
• Coordination with other departments for effective and timely complaint resolution

Handle outbound & inbound calls pitch new sale/product ISP to new and exciting customers