Fayaz wani
@fayazwani
Senior Team Leader Ops at Indo Kashmir Consultantancy
Iqbalabad kangan ganderbal J&K
Fayaz possesses 11 years of experience in Customer Service and Team Management within leading telecom service providers. He has a proven track record in managing projects from initial conception through implementation, ensuring adherence to quality and service level agreements. His competencies include customer satisfaction, team management, and resolving core business issues with professionalism.
Experience
Senior Team Leader Ops
Indo Kashmir Consultantancy
Managing a team size of 30 Executives, Senior Executives and Specialists for providing Customer Service to Leading Telecom service providers. Improved operational systems, processes and policies, including management reporting, information flow, business process, and organizational planning. Responsible for long-term planning and anticipating customer needs to enhance business value. Conducting training modules, reviewing agent performance, generating reports, and managing employee coaching and mentoring.
Executive ops to Team leader Ops
Aegis Limited
Responsible for all process KPIs (CQ, CSAT, ACHT, Shrinkage, Attrition, and Login hour compliance). Managed schedule adherence and absenteeism control. Conducted daily/weekly/monthly agent reviews and were involved in retention efforts through one-on-one sessions. Responsible for day-to-day monitoring of agents on the performance scale.
WFM/CMS
Responsibilities included Forecasting, Staff scheduling, Time and attendance management, Employee performance management, and Payroll and benefits administration.
Education
Bundelkhand university
B.Pharma
DOEACC
Certificate
Financial accounting and inventory management
JKBOSE
Senior secondary
JKBOSE
Secondary School
Licenses & Certifications
Silver ACE Training
Leadership Essentials - Operational Management, People Management
Financial accounting and inventory management course
DOEACC