Global Media Localization Services

Contribute, develop & execute strategic business goals.Manage P&L, develop budgets & forecasts.Oversee day-to-day operations to ensure smooth service delivery.Develop & optimize SOP's for increased productivity and quality.Develop Balanced Scorecards, Monitor KPIs to ensure operational effectiveness.Manage vendor relationships & negotiate contracts for cost-effective procurement.Implement risk management strategies to ensure business continuity.Lead cross-functional teams to address operational challenges & drive continuous improvement.Collaborate with IT teams for AI adoption.

Managed P&L for the BPO Operations: - Contact Center Operations ( Inbound | Outbound | Sales).- IT & Managed Services - Client Services - Quality Assurance- Training & Development- Recruitment- Workforce Management & MIS- Admin & General Maintenance

- Assist, plan and help design asynchronous and synchronous eLMS for Sales- Project tracking, reporting, budgeting, SOW’s and PO’s- Sales Enablement Tracking- Manage SharePoint for Global access and collaboration- Maintain and manage new hire scorecards- Strategic and priority Account plan reporting in Sales Force Dot Com | SFDC

- Maintain strong client relations- Ensure production of required hours- Control shrinkage's & attrition - Manage a diverse pool of 460 FTE’s- Plan and execute campaigns i.e: Sales- Continuous development of the resource- Ensure staffing with help from WFM- Ensure Productivity and Quality

- Standardize & implement SOP across functional groups- Conduct Internal audit for all programs - Analyze data streams - Validate exceptions as per the norm- Ensure inconsistencies are limited- Implement internal controls- Ensure compliance with local & international regulations- Implement initiatives to enhance support for clients - Conduct periodic monitoring/auditing- Assess improvement of SOP’s

- Pre-launch era of Warid Telecom (Pvt.) Ltd. - Hired as a Training & Development Supervisor - Designing and conducting trainings for the CS Staff on: --- Procedures --- Technical Skills --- Product --- Soft Skills- Maintaining a balance between moral and motivation- Monitor, evaluation and coach Reps, leads & Sups- TNA

- Ensured top level customers satisfaction- Handled claims against rewards points - Promoted Skywards special promotions - Issued & booked tickets, holidays, vouchers- Back-end reporting

Air Travel Consultancy, Reservations and Sales

Sales