Financial Services –
3737 Helpline (Inbound & Outbound)
Webchat Prepaid – 345 (Inbound)

Currently I am working in Telenor OSP Management team, overlooking Vendor Management, Process development, process re-engineering of FS and Prepaid contact center in Abacus Islamabad. Following are few of my job descriptions in this role.
I am looking after day in and day out operations of Vendor and looking after all the performance and operation goals. Our core objective is to deliver the entire customer KPI’s from vendor.
Working with different stakeholders in order to improve customer experience and to deliver Key deliverables from Vendor.
Ensure that Vendor meets / exceeds Service Level, FCR, Quality Scores and other goals as per the contract on regular basis.
Establish strong relationships with the Vendor management team.
Establish strong communication channels with Vendors management team for effective communication of expectations and performance management.
I am also responsible for desirable customer service threshold, identify customer pain points and engage with different stakeholders for the resolution of such issues Work with stakeholders to identify business requirements, processes and risks.
Act as the bridge between the Vendor and Telenor Pakistan to ensure smooth functioning of processes across the board.
Provide support to Vendor management team in meeting their KPIs.
To ensure that all daily deliverables are met.
I am also responsible for any loop closure either for a single customer or issues which arise in BULK. My key focus is to get every issue rectified and resolved and deliver high level of customer centric approach.
Assist and work with other CCD Support Units in ensuring that all capacity modelling, problem identification and rectification at OSP is done effectively and accurately.
Be the “go between” between TP and the OSP and ensure that all information that is meant to be transferred to the OSPs is transferred effectively and accurately.
To highlight areas of improvement and offer solutions to resolve issues both in day to day work and also keep a view on the overall picture.
Define, implement and maintain business processes and procedures to meet business objectives.
Communication, execution & implementation of process with stakeholder and vendor agreement Coordination with cross-functional teams and other departments for development & deployment of new products & services.
Analyzing business/customer data to gain services insights followed by action plan to improve customer experience and operational excellence against offered products.
Reporting & communication to internal and external stakeholders related to Easypaisa Back-end operations/Products/Complaint SOPs Analyze and identify opportunities for business process improvements.
Use best practices to carry out business process analysis, re-engineering, process measurements and change management activities.

Ensure highest standards of written communication while answering customers’ queries/complaints via email support Accountable for all types of electronic customer services support via all non-voice platforms like emails, regulatory, PTA, , letters and faxes Develop and enhance user experience on non-voice platforms by providing standardized and quality of services Carrying out the backend task assigned on daily basis Responsible for meeting all targets/KPI’s on daily bases as set by the department A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct. Contribute to manage team objectives through team work

By asking questions, listening carefully and showing empathy, Aim to get to the heart of what customers truly want. Act as a liaison between customer service and other departments bringing a specific complaint from a customer to the attention of someone who can resolve the situation. Highlighting general feedback from customers in order to help build a better product or develop a new service. Sometimes there isn’t an easy answer to a situation with a customer. When such scenarios arise, we are tasked with figuring out what went wrong, how problems might be fixed and how to keep them from happening again. Building connections on behalf of the company in order to improve relationship with the customers.

Developing and sharing leadset of customers porting out from the company Data Analysis on top customer pain points and exploring key items to ensure customers issues/complaints are resolved Highlighting pain points of the customers and ensuring end to end resolution to the customers Responsible to raise issues to Sales and Service Centers, Franchises, Sales & Distribution, Network teams or other departments for urgent
resolution Working strategically – Understanding the link between team's work and the organization’s strategic objectives. Balance local and business needs with the long term objectives Responsible for conducting periodic meeting with team to provide performance feedback.

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