Bajwa - Workforce Management Professional - Brampton, ON, Canada

Mashhood Bajwa

Brampton, ON, Canada

Services

Workforce Management Professional

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Summary:

• Daily, weekly and monthly Call Trend Analysis
• Run time queue management.(Load Sharing on idle agent).
• Blended queue management(For break management and unpredicted call load)
• Roster Management for call center staff
• Capacity planning for call center and support center
• In-House audit and reporting and reconciliation reporting
• Hiring of new staff and there profiling, coordination with HR
• Salary processing for the department.
• Coordination and invoicing of Vendors and contractual employess.

Work History

Manager Operations Warid Telecom

Support Services HR, IT and Finance

From August 2011

Responsibilities
• Manage and increase the effectiveness and efficiency of Support Services HR, IT and Finance
• Coordinate, manage and monitor the working of various departments in the organization
• Traffic control and forecasting of call trends. (Improve FCR and reduced repeat calls by 8%)
• Play a significant role in long term planning, including an initiative geared toward operational excellence
• Develop long-range forecasts and maintain long-range financial plans
• Reconciling monthly activity, generating year-end reports. (Reduced reconciliation by automation process)
• Maintained and improved Service Levels of Inbound and Outbound Department (From 83% to 90%).
• Developing Different Business process.
• Budgeting Of the department.(Introduced Annual Appraisal under Bell curve in Call center)
• Contribute to short and long-term organizational planning and strategy as a member of the management team. (Created a new customer experience department for internal employee growth )
• Ensuring Compliance of the policies.
• Motivation Session of teams. (Introduced Monthly presentation by team lead and supervisors)
• Increase Customer Endorsement (From 85% to 92%)

Assistant Manager Quality Assurance Warid Telecom

CS Quality Team

From February 2009

Responsibilities
• Managing 20 Quality Supervisor of CS Quality Team.
• Calibration Session of Call Center and Support Center Quality Supervisors.
• Introduce new evaluation criteria of Call Center and Support Center (Raised Quality score by 5%i.s 84% to 89% )
• Introduced Instant Customer Endorsement mechanics in Warid Telecom
• Generate and Analyze different report to maintain and develop Performance Scoring Module of all CS Touch points.(Over all call center performance raised by 4 % i.e 86 % to 90 % )
• Standardization of processes and synchronization of product and services with IT & CS

July 2008-to-Jan 2009 Supervisor Workforce & Service Sourcing
Responsibilities
• Daily, weekly and monthly Call Trend Analysis
• Run time queue management.(Load Sharing on idle agent).
• Blended queue management(For break management and unpredicted call load)
• Roster Management for call center staff
• Capacity planning for call center and support center
• In-House audit and reporting and reconciliation reporting
• Hiring of new staff and there profiling, coordination with HR
• Salary processing for the department.
• Coordination and invoicing of Vendors and contractual employess.
• Handling of General Complaints.
• Analysis of Different reports related to CS.
• Play vital role in Developing and Maintaining Monthly Performance Scoring Module (PSM) and Monthly Incentive file of all CS Areas.
• Coordinate with different CS Areas for the resolution of Complaints.

Jan 2007-to-June 2008 Supervisor Inbound / Supervisor Outsource
Responsibilities
• Keeping check on the performance of team members.
• Working on and sharing the weak areas of individual team member to enhance the performance of individuals and team collectively. ( Introduced the feedback sheet in call center)
• Leading the team members and providing the daily updates in clinical sessions.
• Design and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
•...

Qualifications & Certifications

Computer Sciences

The University of Lahore

Computer Sciences

Degree College

Garrison Academy

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