Carry out organisational cultural initiativesSupport in organisation development &Talent managmentNation wide HR OperationsLead for regional HR TeamsEmployee relations & engagement

Hiring, training, coaching, leading and performance management of BPO Islamabad Support for customers of number of clients including telecom & technology companies• Providing business insight by incorporating various analytical techniques• Setting goals for client and organisation and devising strategies to achieve them in timely manner• Handling pressure of business on behalf of client and ensuring delivery• Ensuring ROI and keeping operations lean and effective

Managing end to end Contact Center of ZONGIncluding Prepaid, Postpaid, Retailer, Chinese, UAN and other Helplines

Quality Assurance (Customer Care)Lead for Training & development unit for EmployeesLeading the Fraud Control UnitLead for the Human Resource function

Service Excellence Customer Care StrategyCustomer Care projects Workforce ManagementFraud Control in Sales through virtual channel

Working on HR systemsDashboard for HR performanceStreamlining for policies

Workforce Planning and Traffic Control distributed in 2 cities and 3 locations.Leading all Outsourced projectsProviding strategy and way forward for zong Call CentersForecasting of capital and operational budget for call center

•Expansion plans, Cost models, and costs to serve for the call centers.. •Workforce planning for the call center, attrition calculation, hiring proposals and identification of staffing requirements•Formation of new team structures according to skills and profiles of the staff•Supervision of KPI monitoring of the call center, identification of productivity leakages, calculation and processing of incentives for call center staff on the basis of KPI’s•Daily, weekly and monthly… Show more •Expansion plans, Cost models, and costs to serve for the call centers.. •Workforce planning for the call center, attrition calculation, hiring proposals and identification of staffing requirements•Formation of new team structures according to skills and profiles of the staff•Supervision of KPI monitoring of the call center, identification of productivity leakages, calculation and processing of incentives for call center staff on the basis of KPI’s•Daily, weekly and monthly Call Center reporting and analysis to higher management and highlighting the issues faced during the reported period.•Assisting the management in strategy building for better customer services•Identification of the marketing needs and impact of marketing campaigns on customer contact volumes.•Forecasting of call volumes and daily reforecast to identify the staffing requirements.•Coordination with IT and solution providers for formulation, acceptance and validity of various call center reports. Show less

•Managing and maintaining consistent intraday, week and monthly service goals. •Development of daily intraday workload plans to enable the scheduling to generate accurate staff plans •Managing adherence to agreed delivery plans •Central point of contact for daily service reporting •Provision of intraday reforecast to identify staff requirements in the day •Provisioning of scheduling related solutions to meet operational scheduling requirements. •Managing the raw data… Show more •Managing and maintaining consistent intraday, week and monthly service goals. •Development of daily intraday workload plans to enable the scheduling to generate accurate staff plans •Managing adherence to agreed delivery plans •Central point of contact for daily service reporting •Provision of intraday reforecast to identify staff requirements in the day •Provisioning of scheduling related solutions to meet operational scheduling requirements. •Managing the raw data and formulating raw data into information like reports. •Resource planning in a back office environment, facilitating the whole contact centre staff regarding various issues •Analysis of Contact centre telephony, call based and non-call based demand areas. •Relationship management and negotiation with management to pursue business requirements •Coordination with IT and other departments regarding the reporting, KPI monitoring, and customization of system Show less

• Avaya client side support in including IP phones, Thin Clients and Avaya reporting tools.• Support for ZRG Contact Center solution client side.• Contact Center client side support.• Leading the IT support team for Contact Center.• Office automation, mailing clients and servers including Microsoft outlook and exchange server.• IT asset management and internal audits.• Coordination of various IT related problem with respective teams.