Working as Contact Centre Manager for China Mobile Pakistan (Zong) Islamabad. I am heading a Contact Center of over 800 employees. I am responsible for Performance & Administrative aspects of my Centre. I took care of Outbound Sales Unit, 4G, MNP, Terminal Sales and Social Media Teams. I am responsible for Revenue Generation, Service Levels, Planning Operations, Auditing and Developing Policies/Processes with Business and Customer’s perspective.

Taking care of Sales Unit(outbound), MNP inbound\outbound, Social Media & O2O project.Responsibilities:Business Plan for all reporting unitsPerformance monitoring Nationwide(LHR & ISB) Transaction monitoringDesigning KPIs , commission Structure & product paper Campaigns for staff motivationFraud control

Responsibilities:• Devising Operational strategies in order to meet year end company objectives.• Exceeding and meeting departmental objectives, including answered call targets, forecasting call volumes, meeting service levels, maintaining Shrinkage & attrition • Set and meet performance targets of speed, quality and efficiency and plan areas of improvement and product development to promote exceptional customer service• Coordinate Call Center efforts with other supporting departments to ensure that processes are followed effectively and productively. Developing & Restructuring Service level agreements with support departments• Identifying, recommending and supporting the implementation of various programs for the improvement of call center• Promoting good culture that encourages and ensures the staff satisfaction and to reduce attrition• Improve Internal Customer Experience (Call Center Team).• Responsible for the teams to achieve all targets/KPI’s set by the department. • Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution. Take accurate measures against feedback from Quality assurance and line management. • Ensure high competency & skills level of the staff. Organize teams to deliver the right solution at the right time, explore opportunities for additional customer support. • Monitor and review that Call Centre SOP’s are strictly followed for smooth and efficient work flow during the shifts.