Hassan Javed Beg Email & Phone Number

Islamabad, Pk

Islāmābād, Pakistan

• Differentiated Customer Care Services, Self Service & Digit Channel integration • Efficient Complaint Management & Customer Resolution Satisfaction• Transformation of Customer Care from cost to profit center (especially Contact Center & Support)• Development of sustainable revenue channels • Quality Assurance & Training• Standardization/Development of Systems & Processes across customer touch points• Projects & Workforce Management (Resource optimization, Profitability, Budget Management)• Digital & Social Media platforms management• Customer Behavioral Analysis, Possible Churn Management & Execution of Retention Plans• Managing Positive Customer Relationship & Engagement• Drawing Action Plans for Customer Satisfaction Reports

Islamabad

• Manage nationwide Contact Center Operations• Forecasting & Scheduling • Cost Control • Revenue• Manage optimum Service Levels • Staff Utilization• Process refinement for effectiveness • Motivation• Service Quality Achievement • Hiring & Training• Service efficiency & management • Mission & Values

Islamabad

1.Plan, direct and oversee the operations of all areas of Contact Centers and Revenue Unit including development of policies, goals, objectives and procedures to meet the business requirements. 2.Identify and implement new procedures and technologies. Oversee service levels, workflows, call flows and statistical reporting. Ensure that the systems and technology infrastructure are sufficient to meet the need and are leveraged to optimize efficiency and effectiveness.3.To own the departmental budgetary forecasts and budget management, developed in conjunction with Operations Support, proving clear explanations for variance, improvement plans (as required) or adjustments.4.Develop and monitor benchmark standards to improve customer satisfaction and overall service levels. Identify trends in volume and contact flow. Analyze, identify root causes, and develop action plans to maximize customer satisfaction.5.Planning, developing and execution of all functional staff recruitment, in conjunction with HR6.Managing the successful implementation and launch of new marketing / sales propositions for acquisition and revenue growth within the Contact Center.7.Responsible for the design and implementation of the strategies, policies, planning and management control systems for the CC (including Back Office) to achieve the highest level of productivity, operational effectiveness, and quality and customer satisfaction.8.Accountable for the processes and procedures, communication methods including scripts, that are consistent with corporate guidelines and industry best practices9.To ensure that all individual targets and KPIs are maintained10.Transition from a standard customer care model to a proper model of customer relationship management with highly effective customer retention planning and revenue growth.11.Developing Strong cross-functional relationships and manage matrix teams with dependant and impacted departments

Islamabad

-Taking care of Walk-In Guest Services, Customer Care, Sales and Distribution in Islamabad Area-Tend to all escalations and customer walk-in-Lead and manage Business Center Operations while consistently improving Customer Experience by innovating new and effective work flow procedure and incident handling guidelines-Manage all function of operations including Resource Development, Customer Satisfaction Surveys, Mystery Shopping, Upselling, Sales and Stock Inventory-Meet set quarterly and yearly targets-Maintain Brand Image and Customer Loyalty-Convert and Deliver Business Center as a "1-STOP" Care Unit

Islamabad - Paskistan

-Build, lead and develop a team into a highly responsive unit that meets all required and expected standards-Execute concrete and concise actions while constantly monitoring and analyzing contact center performance. Also, deploy and improve effective operational plans while analyzing daily performance patterns and impacting factors -Monitor and ensure the productivity and quality of service-Develop, communicate and manage departmental objectives according to SLAs

Islamabad

-Lead a team of Team Leaders and Team Coordinators to produce results as agreed with reporting Floor Manager and Contact Center Manger-Manage daily shift issues, responsible for managing operations on floor and address/resolve issues that require immediate attention-Manage and monitor pool performance, identify any possible issue that may affect overall performance in time and effectively resolve them

Islamabad

-Develop, communicate and manage departmental objectives within budget and according to SLAs. -Develop capacity planning tools to accurately forecast customer volume via various channels. ---Provide quick response to situational staffing variations-Execute concrete and concise actions while constantly monitoring and analysing Centre performance. Also, deploy and improve effective operational plans while studying daily performance patterns and impacting factors -Monitor and verify all center data and client metrics to ensure compliance and accuracy-Develop Quality, Training and Career development programs-Complete knowledge and enforcement of all company policies and procedures-Monitor and ensure the productivity and quality of service of all the support groups integrated with operations-Handling Client and in-house complaints that may effect center performance and productivity

Islamabad

-Maintaining and managing effective business relationship with clients-Profiling potential business prospects for the Organization-Managing information flow between Braintree Group and clients-Responsible for client metrics verification and ensuring all agreed and required KPI are met and maintained-Monitor account performance and billing

Islamabad

-Manage a team of Customer Support Representatives and responsible for Motivation and Team Building. Monitor and Coach CSR’s after monitoring calls, meet the required metrics and attend the calibration sessions-Understanding of the performance metrics and driving of performance to meet metrics-Provide constructive feedback to the CSR’s about their Performance Statistics and produce Monthly performance reviews for the Customer Care Representatives-Weekly communication meeting with team-Tracking of attendance and vacations-Take escalated call as necessary, including irate customers-Recommendations for continuous improvements