Asraful Khan

Manage,Review,update&organize company operations
Managing dailyoperation,teammanagement,esclationmanagement,Performance reviews,internal business&process reviews,performance feedback and to ensure compliance with business and organizational requirements, inafastpace &environment with tight deadlines.
·Craetive&maintaining a positive &responsive environment.
·Improved operations performance through training support&monitoring.
·Mangaed & supervise end toend training requirements for newhires &exixting Engineers. ·Track daily attendance to avoid shrinkage & meet the clients requirements
Mentored New staff on project management techniques, fostering a collaborative and high-performing team environment.
Collaborated with cross-functional teams to drive strategic initiatives, achieving alignment with organizational goals

Analyze and manage call Volume in Real Time to ensure Service Level share daily,weekly and monthly basis  Analyzec all volume patterns in RealTime to optimize workshifts,breaks and lunches. Monitor agent phonebehavior,correct under performance or inappropriate activity and ensure adherence to schedules.

Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues

. Create various dashboards maintaining that depict critical KPIs such as legal operations. Dashboards and case proceedings along with slicers enabling end-users to make filters. ID management - creation, deletion, and updating onto the database and tracking down the data, mapping the IDs on the internal database.

Maintaining the productivity report, NPS/CSAT reports across the supporting sites. Working closely with operations managers and team leads, providing feedback on process improvement and better management.

Leading, mentoring, and monitoring the performance of 40 to 45 team members to ensure efficiency in processes and resolving customer concerns over the Dubai Telecom domain.

Actively provides an evaluation of processes and procedures to suggest an action plan to improve operational performance to the management team.

Track and update stats for the entire team, including the number of calls, number of chats/tickets, number of right party contacts, lead created percentage, etc

.Met and exceeded all key performance indicators set by management and the client. Coordinated with clients and multiple business partners to resolve customer complaints related to products and services. Responsible for managing monthly KPIs for the team, i.e., Quality, NPS, Shrinkage, Attrition. Successfully met team KPIs for two consecutive quarters.

Prepared Monthly Business Review decks for senior management. Maintained a daily progress report related to customer issues for future reference. Published shift roster for entire process to avoid shrinkage efficiently.

Use to handle inbound or outbound communications to assist customers, resolve complaints, or sell products. Responsibilities include answering queries, updating records, following scripts, and troubleshooting problems while maintaining a positive experience across phone, chat, or email channels

Use to handles inbound or outbound communications to assist customers, resolve complaints, or sell products. Responsibilities include answering queries, updating records, following scripts, and troubleshooting problems while maintaining a positive experience across phone, chat, or email channels