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 Team Compliance and Calibration - Team management.3) Training and Development- Develop and implement training programs.- Assist in program development when there are new products and/or services- Reports an individual’s progress and identifies additional training needs.- Design training manuals/material, reports an individual’s progress.- Conducting Training Need Analysis (TNAs)- Organize team meetings and team building/Motivational exercises4) Compliance Control Unit- Highlight improvement areas and flaws.- Investigate reasons for stats not meeting benchmark- Suggest and impose corrective actions.- Propose changes in policy and / or processes where ever needed.- Investigate cases of productivity shortfall.- Assist management in analysis- Utilize CRM applications and telephony (ALCATEL, SYVOX, ASTERISK, SIEBEL and internal share-point portals for reporting purpose)

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 conform to expected outcomes. a) Investigate reasons for stats not meeting benchmark. b) Ensure timely and accurate launch of MIS/WFM reports.4. Suggest / impose corrective actions. a) Share proposals to avoid unnecessary trends. b) Propose changes in policy and / or processes where ever needed. c) Conduct spot checks on hourly manning and scheduling.5. Investigate cases of fraud. a) Outbound dialing. b) Call drop scenario. c) Call refused scenario.

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 among Contact Center Telemarketing, Deployment Team & Management.7) Support for Operations Department: - Working with local & international operation’s departments for generating different analytical and operational reports. - Reports include call traffic analysis, revenue generation stats, Client and customer satisfaction surveys, complains management, calls projections for future planning. - Worked on CRM applications Such as, ALCATEL, ASTERISK, SIEBEL and internal share-point portals for reporting purpose

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 circulation.3) Update CRM, e.g. to reflect new product and update prices.4) Conduct spot checks on hourly manning and scheduling5) Record daily stats, attendance, PSM related adjustments etc.6) E-mail correspondence (Internal + Client specific)7) Answering complain and query calls8) Conduct pre-shifts and counseling 9) Compile shift end reports10) Looking after training of new part time CSEs 11) Co-ordination with Quality Assurance Dept to review CSE performance and improvements.Supervision and Team Management• Achieve KPIs through team motivation• Define results, processes and set team targets• Set timelines for planned activities• Supervise Quality Monitoring Unit and inter department / client correspondence• Arrange timely counseling sessions with agents• Product Training of new executives• Oversee mock calls and call testing• Organization’s Cultural Development of new executivesReports and Analysis• Share summarized trends with higher management and clients• Manage statistical reports.• Highlight training opportunities through Agent scoresFloor Audits• Conduct floor audits to ensure implementation of floor policies

Bachelor'S Degree

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

A-Levels, Science