Formulation & Implementation of Channel strategyBusiness Segment DevelopingMarketing Strategies for CampaignsDeveloping budgets through Business Planning and Analytics via tweaking Campaign StrategiesEvaluating, Selecting and Managing Lead VendorsAnalysis of the channel performance - KPI vs Target AchievementCollaboration/Coordination within Business Planning, Customer Care and regions on daily basisGovernance model to monitor the Team KPIs managementAnalysis and reporting on Business Segment budgetsSpecial project planning and executionsLiaison with Back OfficeActivities to improve the performance of respective domains.

To ensure that the Outsourcing partner is provided with the requisite knowledge and support to perform as per statement of work and monitor/suggest changes to improve the progress of the Channel partner. To ensure smooth everyday operations of the Channel partner i.e., ensuring that Sales are converted into Customers.Manage Channel Partner to client relationship & transform it to Business Partner ModelEnsure Leads are converted to SalesAssist and work with other Telenor Support Units in ensuring that all capacity modeling, problem identification and rectification at Outsourced Partner is done effectively and accurately.Ensure High Competency & Skill Level of 400 + staff.Ensure Revenue & Profit generating effective operationsEnsure that Business Partner meets / exceeds Sales & Revenue Targets, Conversion Ratio, Portfolio Management, Quality of Sale and other goals as per the contract on a regular basisProvide support to Channel Partner management team in meeting their GoalsEnsure complete understanding of Company processes, routines, policies, Code of Conduct and a strict adherence.

At Telenor, i made Customer interacting Agents understand the importance of Internet in daily life's & how we can benefit from it.How the current way of serving Internet Queries need to evolve and how they can make a difference in the Society by ensuring Internet for AllEnsure Company’s ambition of Internet For All is servedBuild Service capabilities on all channels within Commercial DivisionEnablement of 350+ physical outlets to manage Internet & Devices queries & Training on Customer Queries

IFA aims to actually provide Internet for all to customers in Pakistan where Awareness & Education plays a vital role in CommunityServing the customers plays a very important role.Serving is not just limited to the troubleshooting or or sales, it also includes educating and creating awareness on how to use internet and how this will benefit the customers

Also another key function is Channel Partner Management, Devices Availability & Retail Branding for every upcoming launch.Evaluation of Channel Partners with respect to their performance, quality and pricing structuresMonitoring Channel Partners performance regularly in order to plan & execute specified contract deliveriesBuilding relationship with suppliers & service providers in order to help both business to accomplish their goals

Responsible for timely delivery & swift execution of All Projects related to Internet For AllHeading the Internet Call Centre(Outbound)100+ Agents in Telenor Pakistan whereby my teams are responsible for configuration & troubleshoot for internet related queries

Taking care of key complaint management streams in Customer Care Department & To ensure that their experience is unified across all channels . To ensure all Back Office Operations are performed on optimized levelTo ensure all SLA’s are met on 24/7 basisTo ensure all Stake holders are well informed about their issues reported.Ensure all issue reported to Backend Teams are followed up and closed with accuracy. Relationship building with all Backend / Front end Stake holdersEnsure strong relationships with other Operators in the industry to facilitate smooth resolution of the issues.Responsible for conflict resolution among the teams.Organizing team to deliver the right solution, at right time, in right way with right quality, nurture Client relations and uncover opportunities for additional customer support.

Monitor the performance / development of 18 Customer Relationship Officers. Managing floor ensuring smooth flow of information. Complaint handling by coordinating among internal units. Ensure accuracy while updating the CROs with the latest information. Developing month end presentation / report with reference to team performance. Also highlighting areas where improvement is required.Involved in HR related recruitment tasks of the CROs, where I have been a part of HR team in recruiting more than 100 CROs for our call centre operations. Controlling traffic over various inbound call queues managing desired service levels at a given point in time. Also maintained shift traffic report