Operations Manager | Customer Service Manager| Remote Management | People Management | Planning & Strategy| Analysis | Complaint Handling & Resolution| Process Improvement
Experience
i2c Business Solutions
Aug 2011 – Present
Lahore, Pakistan
Manager Contact Center
Ensuring service delivery standards are met and maintained in line with company defined objectives.
Responsible of resources planning and optimum productivity.
Ensuring correct billing to clients.
Renegotiating SLAs
Liaise with account’s team to manage and execute the center pay roll.
Solicit the over time and maintain the over time tracker to map the productivity.
Conduct Periodic white room compliance audits to ensure compliance with set SOP.
Communicate all operating policies and/or issues at department meetings.
Development and implementation of processes to improve performance against targets.
Analysis of performance and identification of areas of improvement.
Planning, monitoring, appraising, and reviewing job contributions.
Enforcing and adherence to organization policies and procedures.
