Dedicated customer service people manager with 6+ yr experience
Last active: 10/20/2013
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Analysis of customer satisfaction survey
Motivation and counseling
Customer Satisfaction Enhancement
Teambuilding & Training
Mobilink (An Orascom company) — 04/06 till 08/12
People Manager (Team Lead), 08/10 to 08/12
Promoted to people manager position (Team Lead) to train and supervise 15+ customer service representatives. Mobilink an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage team’s operations to ensure friendly and efficient service to the customers
Conducting different analysis for call traffic/ quality surveys-evaluations/contact centers KPIs
Looking after and directing administration on day to day issues
Responsible for management and leadership of the call center
Implemented performance management standards and expectations, improving overall department performance more than 15%.
Responsible for Interview and selection of agents and supervisors
Responsible for Supervisor Training of performance management, documentation, performance review documentation, and Interview and Selection
Worked with Human Resources to investigate and provide documentation for employee concerns, claims, disciplinary action, performance reviews, and discharge disputes.
Implemented recognition incentives, enhancing employee morale and productivity.
Ensure all service levels for all areas are met.
Set goals for call center technicians concerning call and quality metrics.
Conduct annual performance evaluations.
Ensure center is adhering to all state and federal inbound laws and guidelines.
Ensure all areas are performing at the highest level by maintaining, enforcing, implementing numerous
Quality based initiatives.
Took part in projects to increase employee and customer satisfaction, as well as increased revenue and efficiency for the company.
Experience with daily multi-tasking on a variety of projects.
Experience with developing new strategies and teams within the organization.
Responsible for training, motivation, and accountability of a team of 15+ customer service representatives
Being the part of Siebel launch team in Mobilink Contact Center.
Worked as power user for Siebel.
Test User in the initial migration from ZRG to Avaya in contact center
Won the Team of the month award and consistent performance awards more than once.
Mobilink Contact Center ,Islamabad 24/06 to 8/12
Member Recruitment Committee,
Guiding the startup and management of a full spectrum of HR operations, systems and programs. Worked with senior management to create HR policies and procedures; recruit employees; create group benefits databases; and develop orientation, training and incentive programs. Manage leave-of-absence programs and personnel records; administer benefits enrollment and programs.
Maintain knowledge of staffing needs for each department and familiarity with essential job functions.
Serve as HR point of contact for directors, managers and other employees for inquiries and administrative issues.
Provide accurate advice to department directors on procedures, reports, requirements, and other administrative matters.
Coordinate various HR projects, including updating hundreds of job descriptions, employee handbook, and competencies for annual evaluations.
Create and maintain job postings on internal applicant tracking system and internet job boards.
Source candidates using resume databases, networking, internet job boards, cold calling, media advertising, third-party recruiting firms, and employee referrals.
Process employment applications, evaluate qualifications, conduct interviews, make hiring recommendations, and maintain current records on status of personnel requisitions.
Consulted with clients to assess needs of employer, interpret employment contracts, negotiate salary, benefits and coordinate employee transition.