خلاصہ

Professional Experience

Mobilink An Orascom company
People Manager,Team Lead.

Promoted to people manager position to train and supervise 15 customer service representatives.
Mobilink an environment in which customers enjoy high levels of service and employees are motivated to deliver
top performance. Manage teamacircs operations to ensure friendly and efficient service to the customers

Routine Duties

Conducting different analysis for call traffic/ quality surveys-evaluations/contact centers KPIs

Looking after and directing administration on day to day issues.

Responsible for management and leadership of the call center

Implemented performance management standards and expectations, improving overall department performance more

Responsible for Interview and selection of agents and supervisors

Responsible for Supervisor Training of performance management, documentation, performance review documentation,
and Interview and Selection

Worked with Human Resources to investigate and provide documentation for employee concerns, claims, disciplinary
action, performance reviews, and discharge disputes.

implemented recognition incentives, enhancing employee morale and productivity.

Ensure all service levels for all areas are met.

Set goals for call center technicians concerning call and quality metrics.
Conduct annual performance evaluations.

Ensure center is adhering to all state and federal inbound laws and guidelines.

Ensure all areas are performing at the highest level by maintaining, enforcing,
implementing numerous

Quality based initiatives.

Took part in projects to increase employee and customer satisfaction, as well as increased revenue and efficiency
for the company.

Experience with daily multi-tasking on a variety of projects.

Experience with developing new strategies and teams within the organization.

Responsible for training, motivation, and accountability of a team of 15 customer service representatives




Mobilink Contact Center ,Islamabad
Recruitment Coordinator,

Guiding the startup and management of a full spectrum of HR operations, systems and programs.
Worked with senior management to create HR policies and procedures recruit employees create group benefits databases
and develop orientation, training and incentive programs. Manage leave-of-absence programs and personnel records
administer benefits enrollment and programs.

Routine Duties

Maintain knowledge of staffing needs for each department and familiarity with essential job functions.

Serve as HR point of contact for directors, managers and other employees for inquiries and administrative issues.

Provide accurate advice to department directors on procedures, reports, requirements, and other administrative matters.

Coordinate various HR projects, including updating hundreds of job descriptions, employee handbook, and competencies for
annual evaluations.

Create and maintain job postings on internal applicant tracking system and internet job boards.

Source candidates using resume databases, networking, internet job boards, cold calling, media advertising, third-party
recruiting firms, and employee referrals.

Process employment applications, evaluate qualifications, conduct interviews, make hiring recommendations, and maintain
current records on status of personnel requisitions.

Consulted with clients to assess needs of employer, interpret employment contracts, negotiate salary, benefits and
coordinate employee transition.