Lead a team of 80+ people across five departments with the following responsibilities:
•  Lead the process of hiring, training, and coaching of staff to achieve desired service levels and take corrective action as needed.
•  Prepare and analyze call center and customer success data to improve processes.
•  Work closely with higher-ups and stakeholders to implement new ideas and system innovations to enhance departmental productivity.
•  Review SLA and KPI parameters, address employee performance problems promptly, and handle them as per the company's policies.
•  Deal with the POCs of Banks, Insurance Companies, and corporate clients to address their issues and attend meetings with them.
•  Prepare monthly/yearly performance reports based on individual performance and share them with HODs/HR for on-time incentive disbursement.
•  Determine customer success operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluate state-of-the-art technologies; define user
requirements; establish technical specifications and production, productivity, quality, and customer-service standards; contribute information and analysis to organizational strategic plans and reviews.
•  Accomplish organizational goals by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.
•  Plan and monitor daily schedules accordingly to ensure adequate staffing levels that support operational demands and business objectives.
•  Keep the attrition rate minimum and continuously hire new staff to maintain a good backup for departmental headcount.

 •  Coached, motivated, and enhanced the skills of the entire staff through various training and refresher programs, resulting in achieving desired service level targets.
•  Prepared and presented comprehensive crime reports to the senior command of Karachi Police during monthly official meetings.
•  Developed effective strategies to address operational challenges and ensure optimal outcomes.

•  Maintained adequate staffing levels across all shifts to maximize daily performance.

•  Conducted interviews to identify and secure talented resources for backup purposes.
Implemented innovative system/process enhancements to improve operational efficiency

Started as an Assistant Manager and successfully managed the Madadgar-15 Police call center project (MCC15 Karachi). In January 2019, promoted to Operation Manager, overseeing the following core
responsibilities:
•  Coached, motivated, and enhanced the skills of the entire staff through various training and refresher programs, resulting in achieving desired service level targets.
•  Prepared and presented comprehensive crime reports to the senior command of Karachi Police during monthly official meetings.
•  Developed effective strategies to address operational challenges and ensure optimal outcomes.
•  Maintained adequate staffing levels across all shifts to maximize daily performance.
•  Conducted interviews to identify and secure talented resources for backup purposes.
•  Implemented innovative system/process enhancements to improve operational efficiency.

 •  Managed risk and monitored all steps to ensure transparency in every step, such as ensuring correct bidding
price by our resource and shipment on time with correct details.
•  Developed several spreadsheets to monitor current performance as per SOP.

•  Managed a team of 30+ staff and was responsible for their KPIs and performance.

•  Prepared reports, evaluated calls, engaged with client correspondence, resolved complaints, oversaw the compliance of internal issues, formulated, and implemented successful sales strategies.
•  Engaged with higher-ups to add more advancement in processes/systems.
 

•           Working for 118 K-electric project and handing inbound calls about electricity issues and provided relevant information as per standard SOP.

•           Managing accounts/ledger/income and balance sheets.
•           preparing salaries of 200+ staff.
•           Engaging in official meetings with few major clients such as Engro Fertilizer, Engro Polymer, Fauji Fertilizer etc.