Wajid Ali

Senior Operations Manager                                        September 2013-Nov 2023

J Telemarketing American Owned Telemarketing Company in Islamabad Pakistan

(Dealing/Working with Alliance Securities & Safe Home Securities/ Working on Hehalf of Lexington Law for Credit Repair) Final Expenses /ACA (Obama Care)/MVA,Camp Lejeune etc

§  Helping Customers in building their Poor Credit

§  Providing Home security and solar systems to USA .

§  Working with Alliance Securities and Safe Home Security

§  Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

§  Identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

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§  Working to maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

§  Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

§  Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

§  Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

§  Maintaining professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

§  Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

§  Preparing operations strategies.

§  Ensuring that the call center operations teams works hard to deliver customer satisfaction.

§  Planning of operations processes.

§  Daily/Weekly Meet ups with the managers and Team Leads to understand their requirements.

§  Evaluation of the work done by managers & Team Leads and provide them feedback on it.

§  Various call center activities .ceremonies ,Bonus payment, Appreciation, Team Huddles etc

§  Motivation of Team Members and making their works with enthusiasm.

§  Usage of the best technology is used at his call center.

§  Making sure that all the call center activities are carried out within the defined budget.

§  Feedback and taking part in the recruitment process of the senior members of the operations departments.

§  Taking a round of interview of the candidates who apply for the position of call center manager.

§  Work upon making improvisations in the overall call center activities carried out by different staff members.

§  Monitoring to see to that the services provided by the call center’s operations department meet the quality standards set by the senior company officials.

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Assistant Supervisor Exams                                 June 2013 –Present

British Council of Pakistan Exams Conducted By British Council i.e. GCE, IGCSE, CAIE,ACCA, IELTS, UKVI, Life skills, UOL etc

§  Invigilation of British Council Exams.

§  Preparation of Examination Halls and other exam activities.

§  Supporting in examination plans.

§  Managing invigilators team.

§  Making Health and Safety plans for Examinations Venues.

§  Making sure Child Protection rules & Regulations during and After Exams.

§  Security arrangements/ Equipment’s for Candidates

§  Camera Monitoring During Exams for UKVI & Life skills

HR & Admin Manager                                                        August 2003 to July 2012

Sherwani Traders Import Export & Shipping Company Karachi Pakistan

·         Monthly updating of the Leave records of all the Employees on the Biometric System. & following up

·         for the Leave  applications with the Employees.

·          Query and grievances handling of the Employees.

·          Payroll, Benefit and Compensation management

·          Labour welfare activities,

·         Work Allocation,

·          Time Office Management,

·          Checking for the Budget, pre-joining documentation, current CTC of the candidate with the proposed CTC and getting the required approvals before issuing the offers.

·          Preparing MIS and following up with the Business Development Manager
Issuing Offer Letters, Appointment Letters, Transfer Letters & Confirmation Letters.

·          Taking Exit-Interview and Issuing Reliving letters & full and final statement of existing employees.

·          Participating and Discussing with Management regarding the new policies.

·          Maintaining the records of the employee by maintaining their personal file.

·          Handling recruitment through various streams like Naukri, Monster, Etc.

·         Supervise and manage all day-to-day office administrative activities.

·          Fully Handling Setting up new Office & Office Shifting in new location.

·          Vendor Management & Office Administration (Adequacy of Stationary / Provisions / Refreshments / adequacy of Sub Staff) Courier & Dispatch (Inward / Outward / Outstation) / also making record of Local maintaining

·          Keeping records of Visiting Cards, Utility Payments , Printing of Stationary .

·          Maintaining record of  (Computers ,AC, Cars, Pest Control, Taking care of  Branch Office.

·          Updating Assets List of the company.

·          Handling complete Facilities and infra structure of office and liaising

·           Liaison with external agencies (Pakistan customs ,Tax Authorities,Anti-Narcotics Agencies, Premise security agencies etc

·         Teams making for the purpose of out door work at port areas.

·         Work Evaluation at ports Right cargo to right Destination at right time

·         Arrangements of Transportation for Cargo Movements from Warehouse to Port

·         Well-versed with Customs Web sites, Rules, Regulations for Export including SRO’S, Rebates, R&D ,Payment Terms FOB,CIF,C&F & PCT Codes etc Preparing,Vetting or approving the bills regarding