Khawaja Sultan Email & Phone Number

Lahore, Punjab, Pakistan

Lahore, Punjab, Pakistan

Running day to day operations of CS South in Lahore and also help Vice President Commercial for business development activities.

Karachi And U.A.E Office

Responsible for managing following Departments:1) Workforce & M.I.S- Forecasting and scheduling- Capacity Planning- Agent Performance management- Dashboard/ Process Management- Operational Reporting- Reports Monitoring and analysis2) Service Quality- Managing Service Quality - Designing Monitoring Standards - Liaison with operations - Quality Reporting- SQ.

Karachi

1. Highlight improvement areas and flaws. a) Monitoring CSE raw reports b) Ensuring SQ Officer is evaluating as per ‘evaluation target’2. Support a culture of integrity and transparency. a) Sharing of data useful for organizational benefit in unbiased manner. b) Highlighting areas of wastage with an aim to reduce it.3. Detect occurrences that do not.

Karachi

1) Planning & Forecasting 2) Performance Scoring Model3) Contact Center Data Management Plan4) Designing and Implementation of rosters in contact center. - Capacity Planning - Workforce Staffing - Workload / Occupancy optimization5) External and Internal Reports - Daily, Weekly & monthly Reports - Complaint Management - KPI Comparisons6) Sales Coordination.

Karachi

• Campaigns Supervised:
• Supervisor (Express, Colgate Palmolive and Outbound Campaigns) - Dec 2009 - Dec 2010
• Supervisor (Domino’s Campaign)- April 2009 - Dec 2009
• Supervisor (Mc Donald’s Campaign)- Aug 2008 - March 2009
• Team Leader (Mc Donald’s Campaign)- Dec 2007 - July 2008Core responsibilities:1) Ensure daily operational targets & KPIs are met. (Service Level, ATT, etc)2) Handle product information / new promotion info.
• Achieve KPIs through team motivation

Bachelor'S Degree

Master'S Degree (In Progress), Masters In Operation And Supply Chain Management

A-Levels, Science