Maintaining the on boarding program including structured on-boarding, digital training content and services on the technical, tactical and strategic capabilities of the system.
Managing reports, analyzing data before every quarter and preparing Docs/Playbooks for team.
Providing training to teams in Pakistan and overseas.
Operating as the primary customer concern point of contact during clients on-boarding phase
Ensuring the timely and successful completion of new client on-boarding for all paying customers
Monitor client progress and activities to ensure adoption and rapid Time-to-Value
Setting group level expectations with clients on deliverables related to their on-boarding
Hosting calendar virtual group training sessions for new clients
Communicating regarding client progress, health and maturity forecasting
Collaborating with other departments including marketing, sales and product to ensure the client has both technical and strategic support both in the present and into the future
Participating in cross functional groups to establish improvements to communications, tools and products
Retaining customers who were about to leave.
Own on-boarding, adoption, training and development of best practices • Maintain high levels of customer satisfaction and nurture client health
Assist in troubleshooting and solving Tier 2 product support issues
Own a book of business within existing customers for expansion and renewals
Work with sales team to ensure a seamless hand-off

-Planning, implementing, and managing overall daily operations.-Planning and implementing policies to retain staff 80%-95%, maintain office decorum 100%, keep backup of employees 80% and maintain inventory 100%,-Managing and monitoring expenses and tracking inventory.-Planning strategies to 100% actively recruit by preparing job descriptions with the Internal departments when required to make our hiring process smooth.-Assigning tasks through meetings and evaluating staff performance by tracking progress through “Team Work” to get 100% results.-Building and maintaining 100% strong relationships with higher management employees, vendors, and clients.-Implementing and creating policies (if required) through the portal where employees can submit new ideas to make the workplace better and track KPIs.-Onboard new staff, develop training, development programs, and produce reports for staff working under my designation.-Prepare and manage schedules and shifts (Roasters) for staff.-Maintain employee records (attendance, EEO data, etc.) according to policy and legal requirements.

-Assist line managers with the comparison of courier companies.-Keeping customers informed by forwarding notice of item availability, delivery date, and current delivery status.-Keeping customers informed by forwarding notice of item availability, delivery date, and current delivery status.-Arranging riders for local delivery items to customers by verifying orders; inventorying stock; and arranging transportation.-Managing outdoor and indoor delivery, sending & collecting official documents, materials, packages, and bulky items.-Training new employees, delegating tasks, coordinating the daily workload, documenting productivity, overseeing incoming and outgoing deliveries, and managing reports for senior management.-Creating and designing different yearly, monthly, and weekly reports and presentations in detail.-Verifying invoices and claiming overcharges through credit notes or refunds (verifying too).-Coordinating and managing the successful handling of correspondence including identifying policy and ensuring accurate responses are drafted and sent on time.-Taking care of tracings, parcels, booking collections, and liaising with different accounts managers of different onboard couriers regarding issues and information.-Building and maintaining strong relationships with visitors, customers, vendors, and clients.-On the other hand, making sure the process of bringing in new customers, onboarding, upselling, and Retention is going smoothly

.Escalation and follow-up of cases requiring further action.
.Providing solution to complicated problems and keeping up the quality level are the responsibilities of this work.
.Work involved dealing with the patients, maintaining a proper discipline and supervising.
.Work with the support team to ensure service level requirements are exceeded.
.Adhere to latest training and support standards and procedures.
.Work with customers to ensure that contractual service expectations are exceeded.
.To interact with walk-in customers and to contribute towards achieving new sales, complaint handling, service requests, up-selling and cross selling targets, ensuring compliance to company guidelines.
.To remain abreast on all current policies, procedures, promotions, products and value added services offered by the company and explain these to customer as per requirement in accordance with the established Customer Handling Standards Operating Procedures, ensuring compliance of all company directives.
.To perform the role of Floor Greeter as and when assigned by the service center in charge. As a greeter the resource would be responsible for channelizing the customers to right service queue, providing information and pitching various offerings of products& services and performing other activities as per requirement which will be communicated from time to time. (If time permits)
.To ensure proper closing of shift end in terms of monetary & inventory reconciliation, documentation completion.
.Answering calls in a prompt courteous manner.
.To act as focal point for managing the operations of Service Center in the absence of Service Center In-charge when assigned or as and when delegated by the Service Center In-charge/Customer Operations Management.

.Monitors and scores recorded and live outbound calls made by call center agents utilizing a standard set of quality monitoring technologies and tools.
.Documents and maintains quality assurance processes. Utilizes the documented processes to educate call center agents, supervisors, managers, and senior leadership on the quality assurance process.
.Provides qualitative feedback on compliance, customer experience, and call center representative accuracy and adherence.
.Designing, development, and ongoing changes to the call monitoring program and quality standards.
.Proactively identifies trends based on monitoring activities and provides formalized feedback based on findings on a regular basis.
.Recommends procedural changes and training opportunities.
.Responsible for scheduling, facilitating, and documenting of weekly recurring process improvement meetings.
.Facilitates calibration sessions with the call center to ensure scoring accuracy and to share best practices for coaching and monitoring.Delivers performance feedback and supports an effective flow of communication with call center management team.
.Supports training and communication regarding quality monitoring.
.Maintains professional and technical knowledge by tracking emerging trends in call center operations management.
.Performs other duties as assigned.

.Making daily details of all sales done & uploading all the sales.
.Training the new agents & make sure that they are doing their work properly.
.Managing all their reports etc.
.Maintains the work structure by updating job requirements and job descriptions for all positions.
.Maintains human resource staff by recruiting, selecting, orienting, and training employees.
.Maintains organization staff by establishing a recruiting, testing, and interviewing program; counseling managers on candidate selection; conducting and analyzing exit interviews; recommending changes.
.Prepares employees for assignments by establishing and conducting orientation and training programs.
.Ensures planning, monitoring, and appraisal of employee work results.
.Coaching and discipline employees, scheduling management conferences with employees, hearing and resolving employee concerns; counseling employees and supervisors.
.Training the CSRs and providing product knowledge.
.Dealing with clients (online too).
.Making Sales Reports.
.Verification of all sales done by all CSRs.
.Quality Control (Q.C).
.Maintains employee benefits programs and informs employees of benefits.
.Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures.
.Maintains historical human resource records and keeping past and current records.
.Contributes to team effort by accomplishing related results as needed.
. Preparing appropriate documentation and processes necessary paperwork.