Supervision of Contact Center Reporting & Analysis and Quality Executive Team. Organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals. Complete regular compliance monitoring engagements in accordance with the annual Compliance Monitoring Plan to ensure that relevant internal policies and processes are conducted in accordance with regulatory requirements and are adhered to in full. Works closely with agents, other supervisors, and operations managers (Quality, workforce management, and training) to collaboratively support contractual requirements and SLAs. Supervises, develops, and coaches agents to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and project goals. Document the findings, recommended actions and management responses together with agreed timescales and action owners, using the Regular Assurance Report template. Conducts team meetings to provide timely communication of changes and new relevant information. Suggests improvements and efficiencies based on observations of the operation and quality of customer experiences. Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required. Prepare Weekly and Monthly performance Dashboards for the Higher management. Maintains call center database by entering and verifying information; updating contact log.

Working as \"Admin Support Personnel\" on the project of Longitudinal Panel Study using Performance Monitoring for Action (PMA) Framework in Punjab. Responsible for recruiting and maintaining appropriate staffing levels with qualified individuals. Maintain region wise Dashboard of employee work performance. Prepare offer letters, conduct reference checks, and other pre-employment documentation. Coordinate with Provincial supervisors for team reports. Reconcile TD/DA forms according to work plan of employees. Update record of office equipment\'s, stationery items and employee record. Purchases printed materials and forms by obtaining requirements; negotiating price, quality, and delivery; approving invoices. Provides historical reference by developing and utilizing filing and retrieval systems. Maintains continuity among corporate, division, and local work teams by documenting and communicating actions, irregularities, and continuing needs. Manage agendas/travel arrangements/appointments etc. for the upper management. Create and update records and databases with personnel, financial and other data. Track stocks of office supplies and place orders when necessary. Submit timely reports and prepare presentations/proposals as assigned.)

Working as \"Admin Support Personnel\" on contract basis under the project of Pakistan Maternal Mortality Survey (PMMS 2018-19) funded by donars USAID, UKAID, UNDP. Responsible for recruiting and maintaining appropriate staffing levels with qualified individuals. Prepare offer letters, conduct reference checks, and other pre-employment documentation. Reconcile TD/DA forms according to workplan of employees. Update record of office equipments, stationery items and employee record. Purchases printed materials and forms by obtaining requirements; negotiating price, quality, and delivery; approving invoices.
Provides historical reference by developing and utilizing filing and retrieval systems. Maintains continuity among corporate, division, and local work teams by documenting and communicating actions, irregularities, and continuing needs. Manage agendas/travel arrangements/appointments etc. for the upper management. Create and update records and databases with personnel, financial and other data. Track stocks of office supplies and place orders when necessary. Submit timely reports and prepare presentations/proposals as assigned.

Maintains administrative staff by recruiting, selecting, orienting, and maintaining a safe and secure work environment; developing personal growth opportunities. Manage interview, hiring, schedule training, motivate employees, monitor and address staff performance. Review Team performance to identify areas needing improvement and implement changes along with the operation supervisor. Prepare and conduct performance salary reviews along with higher Management. Posting and maintaining jobs at our website and relevant online portals. Maintain company payroll to process weekly/monthly salaries. Work with management to produce documents including job descriptions, offer letters, contracts, etc. Utilizes an “open door” policy to acknowledge employee problems or concerns in a timely manner.

Heading reporting team of the Contact Center. Managing a team of support service staff to meet performance and customer service targets. Maintaining consolidated feedback reports, APR, KPI, project Survey reports and providing feedback regarding areas of opportunities where Improvements required.
Responsible for Q.A standardization within department and overall Q.A performance of contact center. Member of internal ISO auditing team, worked as a lead assessor. Analyzes the training needs (TNA) of the employees.
Producing all weekly and monthly team reports/figures. Find out statistical figures in effective manner to achieved departmental goals. Coordinate with various staff for operational support activities of the unit; serve as a liaison between departments and operating units in the resolution of day-to-day administrative and operational problems. Assist to Operation Manager.

Provide support for both voice and cable/satellite services. Updating of Cable channels packages, VOIP and wireless web services. Customer account maintenance and updates. Cash reconciliation to ensure money deposited in bank account reconciles with payments posted in the billing system. Customer account rate code additions and deletions. Return mail activities, including updating addresses and names. Customer account equipment additions and deletions. Customer Pay-Per-View audits, updates, and deletions.

Handling inbound customer calls in an efficient, polite and professional manner.
Complaints handling and send daily complaint report online as well manually.
Understanding their issues, queries, searching database and taking action as per requirements and defined SOP. Handle sales inquiries and quotation follow up. Identify areas of opportunity to enhance customer support. Responsible for ensuring a Customer Satisfaction. Manage a team of customer support engineers to resolve customer issues in a timely manner. Organize and allocate the resources needed for technical training. Project coordinator for the Sabro Online Complaint System including Analysis, Process and System Design and administration of development and implementation phases. Blending in with a large and highly driven team of professionals. Assist to chief operation Manager

Coordinate with all Technical matters. Introduce proven procedures to maximize resources while enhancing product support materials. Establish support processes for new products while overseeing existing projects.
Use ERP software for placing production order, sales order etc.
Complaints handling of commercial units parts. Handel calls and public dealing of HVACR commercial equipment. Assist to A.V.P after sale.