Experience

Megatech Trackers

• Pakistan
• Facilities Services
• 1 - 100 Employee

• Operations Manager

  • Mar 2018 - Present

  ▪ Leading Operations – Installation & Control Room. ▪ Installation department is responsible for installing trackers in new vehicles, ensuring services are working smooth. Removals of tracker devices after completion of services. ▪ Control Room monitors vehicles & coordinates with customers on alarms & ensure vehicle safety & assist customer in recovering vehicle in case of snatched / theft. ▪ Determining operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. ▪ Maintaining and improving operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. ▪ Preparing performance reports by collecting, analyzing, and summarizing data and trends. ▪ Maintaining professional and technical knowledge by tracking emerging trends in operations management; attending educational workshops; reviewing professional publications. ▪ Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments Show less



ibex. Pakistan

• Pakistan
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Lead Supervisor & Assistant Manager Operations

  • Nov 2014 - Feb 2018

  ▪ Responsible of achieving targets like Quality, AHT, Attendance etc. from BPO Management & Clients. Report, Plan & execute KPIs & development of team approximate 200 resources team.▪ Meet/exceed metrics and deadlines established for department such as handle time, abandonment rate, average speed to answer, and quality scores▪ Assist in the development and implementation of Standard Operating Procedures (SOPs) for all customer service functions▪ Serve as an escalation point for investigation and resolution of non-routine concerns or complaints▪ Coordinate with the management team to plan staffing requirements on a daily, weekly, and quarterly basis▪ Maintain absolute compliance to all applicable regulations; document appropriately▪ Create and maintain positive relationships with the Operational Directors, Managers and support staff▪ Attend staff meetings and teleconferences as needed▪ Perform other duties as deemed necessary by Operational Management Show less

• Training Development Supervisor

  • Apr 2013 - Oct 2014

  ▪ Trainings of newly hired resources & Product Specific Trainings▪ Identify the benefits and importance of delegation and accountability.▪ Discover their current strengths and areas for improvement.▪ Learn how to effectively communicate a delegated assignment to team members.▪ Explore the relationship between delegation and accountability.▪ Understand how to handle pressure more effectively.▪ Create action plans and strategies for sustainability.



Warid Telecom

• Pakistan
• Telecommunications
• 700 & Above Employee

• Operations Supervisor

  • Nov 2010 - Oct 2012

  ▪ Responsible of maintaining approx. 20 resources team & ensuring each team member is performing up to required standards. Ensuring customer facilitation ▪ Managing call flow distribution and the resources (people and equipment) to ensure an optimal, cost efficient work distribution that meets the SLA (Service Level Agreement)/KPI’s (Key Performance Indicator). ▪ Participating in designing the call monitoring formats and suitable quality standards. ▪ Responsible to Evaluate Inbound/ Outbound calls of employees to ensure they provide customer service conforming to company guidelines & provide feedback's to the team leaders and managers ▪ Providing employees with training and coaching to help them improve their skills ▪ Job responsibilities include Team Management, Cross sale and handle queries & complaints of corporate postpaid customers in Contact Center Karachi. ▪ Analyzing bottlenecks in CCC (Customer Contact Center) services and provided feedback to CCC Operations Manager on (process) improvement propositions. ▪ Provided training's and presentations to new employees ▪ Attended different training academies by highly trained staff of Orascom. ▪ Received certificates of appreciation in Contact center by Managers on providing excellent Customer satisfaction & Team Management. ▪ Dealing & Educating corporate clients for the company policies as per a Standard Operation Procedure ISO-9002. ▪ Responsible for various functions, including training, quality assurance evaluation, counseling sessions for a result-oriented feedback etc. ▪ Responsible to compile month End Performance Presentations & Reports. ▪ Handling Blackberry related queries and complains Show less