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Summary
Currently working with iBex Digital (Formerly known as DGS Pvt Ltd) as Supervisor Traffic Control. My Responsibilities includes:
) Daily Live Reporting
) Real-Time Monitoring & Resolutions of Issues of 600+ Employees
) Maintaining the Service Level, Abandonment & Average Speed of Answer
) Reporting & Analysis
) IVR Implementation, Removal & Monitoring
) Timely Reporting of Issues to the concerned team
) Monitoring Compliance of implemented KPI's & Protocols
) Promptly reporting Unusual & Suspected Incidents to Relevant Teams
) Historical User Data Management for Analysis & Reporting
More than 13 Years of working experience.
8 Years and 9 Months working experience as Assistant Manager - MIS, WFM & Analysis for Abacus Consulting Pvt Ltd.
2 Year and Six Months of working experience as a Customer Support Engineer for Software in Islamabad and Lahore branches.
2 Year working experience in Lahore as Asstt. Graphic Designer.
Teaching experience to the Intermediate level for Computer Sciences and English.
BS(CS) Hons.
PUNJAB University Diploma in Web and Graphic Designing
B.I.S.E. Lahore Intermediate in Computer Sciences
Quaid-e-Azam College of Computer Sciences E-Commerce
Quaid-e-Azam College of Computer Sciences Diploma in Office Automation.
Projects
Experience
Regional Head - eRozgaar Labs
Monitoring & Evaluations for eRozgaar Labs in Punjab
Freelance Training Management
Working on Eradication of Unemployment in Pakistan
Entrepreneurship Opportunities Through Freelance Training & Coaching
Training & Development of Resources & Lab Staff
Coordination with University Vice Chancellors & Focal Persons
Supervisor Traffic Control
► Daily Live Reporting
► Real Time Monitoring & Resolutions of Issues of 600+ Employees
► Maintaining the Service Level, Abandonment & Average Speed of Answer
► Reporting & Analysis
► IVR Implementation, Removal & Monitoring
► Timely Reporting of Issues to concern team
► Monitoring Compliance of implemented KPI's & Protocols
► Promptly reporting Unusual & Suspected Incidents to Relevant Teams
► Historical User Data Management for Analysis & Reporting
Assistant Manager MIS & WFM
► Call Center Workforce Management
► Scheduling the Workforce of 1300+ employees
► Forecasting the needs and requirements
► Manning implementation & changes
► Analysis, Data Gathering & Presentations
► Scheduling of Agents & Team leads on Rotation
► Break Intervals & Break Scheduling
► Capacity and Resource Planning
► Ad-Hoc Management Reports
► Monthly Performance Reports
► New Project Planning & implementation
► Coordination with Client & other departments for updates regarding changes in routine Operations.
Customer Support Executive & Network Operations Executive
