Responsible to maintain excellent quality of product and control on service delivery, by demonstrating excellent people skills, business acumen and classic work ethics.To secure the functionality of business operations to drive extensive and sustainable business growth.Establish outstanding market reputation of organization business and services.Responsible to grow company business and lead entire sales team.Establish business relationship with relevant business segment, institutions and industry sectors.Meet high customer satisfaction above 95% and measuring Net Promotor score to know customer insight.

Responsible for cloud deployment and solutioning for application hosting services.Maintenance of hosted solution and managing entire cloud and onsite services.

Look after overall operations including customer services, business and technology. responsible to develop strategy for cloud setup and solutions as service and product.Determining business needs and new opportunities Assessing and analysing business

Customer Services:1. Responsible for entire customer services operation (residential, commercial, and industrial customers). 2. Ensure customer high satisfaction (measuring customer satisfaction and net promotor score). Perform Business Intelligence (Reporting and Recommendations to CEO). 3. Build strong relationships with customers for new business development opportunities.4. Manage hiring, training, retention, and performance of the customer service team.5. Develop customer incentive and retention programs to ensure customer loyalty.6. Coordinate with supply chain personnel, distributors, and sales associates to improve customer service and business productivity.7. Develop procedures and policies for better handling of customer correspondence and customer complaints.8. Develop strategies to increase the quality and efficiency of support to customers.9. Monitor business and process metrics to measure and manage customer service effectiveness.10. Ensure all customer inquiries are handled in accurate and timely fashion.11. Oversee and maintain call center operations including its staff and statistics.12. Collaborate with sales and marketing team to maximize revenues and customer loyalty.13. Maintain in-depth working knowledge of the company’s brands, systems and processes.14. Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time.15. Monitor and respond to consumer-initiated Internet websites and mobile application.Operations & Maintenance Vendor Management:Heavily involves working closely with vendors to make purchasing decisions and maintaining relationships with vendors for as long as the company uses them. Visiting O&M vendors to inspect their work, negotiating contracts to get the desired pricing, analyzing multiple vendors to decide which to use for a particular O&M service and providing leadership over selection of appropriate vendor for the company.

1. Setup a new E-Commerce startup of various products in Pakistan, developing high quality business strategies and plans ensuring their alignment with short-term and long-term objectives.2. Overseeing all operations and business activities to ensure they produce the desired results and are consistent with the overall strategy and mission.3. Ensure high quality of service experience with consumer /corporate customers and business partners.4. Make high-quality investing decisions to advance the business and increase profits.5. Enforce adherence to legal guidelines and in-house policies to maintain the company’s legality and business ethics.6. Review financial and non-financial reports to devise solutions or improvements.7. Build trust relations with key partners and stakeholders and act as a point of contact for important shareholders.8. Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth.9. Maintain a deep knowledge of the markets and industry of the company.10. Manage overall customer experience voice and non voice communication.

1. Develop business strategy for FLL domestic voice business in Pakistan under International / Domestic Voice Business division of organization. 2. Responsible to develop new product and cloud deployment & solution.3. Establishment & expansion of LDI / FLL interconnect; maintain business relationship with all telecom operators in Pakistan.4. Manage overall Customer Care Operations and ensure department meet performance KPIs.5. Lead/manage implementation of new programs and process changes to reduce costs, improve customer retention and satisfaction. 6. Coordinate with across company to department heads to achieve desire customer satisfaction. 7. Develop and maintain departmental budgets. Ensure departments meet financial goals and objectives outlined by the organization’s business plans and in coordination with the VP International & Domestic Voice business.8. Analyze trends/data and drive performance improvements.9. Ensure high customer satisfaction through best service delivery standards.10. Introduce products based on customer demand and future requirement align with company infra-structure.11. Heading customer retention unit, control customer churn and raise customer satisfaction for overall organization.12. Measuring customer pulse and insight to facilitate management and stakeholders for their timely actions. 13. Managing a team of senior officers and Managers to retain customers by facilitating them as per their expectation, involvement with high influence to key stakeholders to ensure customer satisfaction.14. Develop short and long-term Business Unit objectives; decide on courses of action to be followed to achieve goals.15. Effective management of Customer Care operations by applying people handling and interpersonal skills.16. Work with all staff of the Authority to identify and develop new methods and processes to improve the service to the customer in any matters which may be handled through the Business Unit

1. Carrying out all Contact Centre related operations successfully in an organized manner.2. Manage multiple in-house and outsourced campaigns (inbound/outbound) 3. Lead/manage implementation of new programs and process changes to reduce costs, improve customer retention, and optimize call centre performance. 4. Manage start-up of new inbound and/or outbound campaigns.5. Day-to-day operations management of key issues impacting performance and customer service.6. Coordinate with GM and other managers to monitor budget requirements and compliance. 7. Coordinate the distribution of employee bonuses and incentives in accordance with company employees. Conduct team performance reviews and administer rewards.8. Work with senior management (GMs and COO) to establish priorities, standards and performance objectives for the Contact Centre.9. Assist in the development of short and long-term Contact Centre objectives; decide on courses of action to be followed to achieve goals.10. Work with all staff of the Authority to identify and develop new methods and processes to improve the service to the customer in any matters which may be handled through the Contact Centre.11. Substitute for Manager when required.12. Meeting with Internal targets of maintaining service level and external targets of offering beyond par quality service exceeding the customer’s expectations.13. Ensuring high service levels. Increase first contact resolution rate.14. Effective management of Contact Centre operations by applying people handling and interpersonal skills.15. Ensuring high standards of Contact Center Service Level by implementing latest technological solutions. Maintaining Contact Centre Abandonment Ratio as per internal bench marking and client service level agreements.16. Provision of objective feedback to the Managers on the basis of results.

Floor Manager Contact Center Operations :-1.Effective management of Contact Center operations by applying people handling and interpersonal skills.2.Managing staffing levels to balance workflow and meet demand in coordination with administrator.3.Addressing time and attendance issues to maintain order and efficiency.4.Maintaining Contact Centre Service Level as per internal bench marking and client service level agreements.5.Maintaining Contact Centre Abandonment Ratio as per internal bench marking and client service level agreements.6.Close monitoring of Supervisors’ performance and follow up on their goals.7.Facilitation and coaching of the Supervisors in order to ensure harmonious and healthy work environment.Manager Training & Development Contact Center:-1.Establishment and Implementation of an efficient Dispute Resolution Unit to ensure least number of disputed transactions.2.Keeping Contact Centre Staff determined and motivated using exceptional interpersonal skills.3.Recommendation of training needs for continuous improvement.4.Reporting to Head of Contact Centre(s) about quality work of CSO’s & teams.5.Coaching of Training & Development Supervisors for more effective communication, interpersonal and professional skills.6.Monitoring coordination mechanism with other departments to update knowledge base through system administrator.7.Ensuring continuous improvement in overall Customer Service skills.8.Generating reports to identify performance gaps and evaluate long duration calls, short calls and provide feedback to Supervisors.9.Keeping a constant check on provision of First Contact Resolution by running reports.10.Implementation of grooming system for Contact Centre staff to make them capable of assuming more responsible role.11.Identifying external training needs for Training & Development Supervisors

Major Duties & Responsibilities:Manage all activities in the department including field engineers and service center engineer’s tasks.Assign duties to the coordinator and customer services executive to support customers and resolve their issues, also to get new business for the department.Manage all activities in the services center related to the repairing and services of the support products.Generate reports for all sections of the department on daily, weekly, monthly and yearly basis.Conduction of all necessary training for the department staff regarding the customer services concepts and product training as well.

• To provide support to the customers and meet the customer satisfaction.• Cover a large range of HP products for technical support following good customer relations• To support HP products including HP Netserver, Hp HUB and switches, HP tape backup devices and network storage device.• Handling customer and solve the problems.• Managing systems for technical support and services in term of hardware and software.• Troubleshooting with customers and provide solutions and services.• Presenting products features and specification to the customers• Providing solution regarding upgrade of server and computers.• Advice customers to install software and hardware according to the company requirements and help them to proceed.• Online support for south East Asia countries and log the software and hardware call to resolve the issue on HP remote applications.• Online support to install operating systems on servers as windows Nt 4.0, windows 2000, Windows XP, Red hat 6.2, 7.0, 7.1 and Novel operating system.