Roohi Nisar

Managing customer service operations (Emails & Call Support) for PAN India; Automation of dashboards & reports; Managing CSAT, FR, IR & AHT; Auditing the Performance Metrics; Analyzing Trends, Capacity Planning, Cost Approval & Billing; Daily and monthly performance analysis; Proactively identifying automation opportunities; Reviewing the Quality Team and process; Responsible for selecting, training, developing, and managing performance of direct reports.

Managing customer service operations (Chats, Emails & Call Support) for 10 Countries; Identifying revenue enhancement opportunities; Managing CAC, ARPU, Product distribution, CSAT, FR, IR & AHT; Auditing the Performance Metrics; Analyzing Trends; Proactively identifying improvement opportunities; Responsible for selecting, training, developing, and managing performance of direct reports.

Maintaining strong relationships with the leadership team; Determining daily staffing requirements, analyzing call volume trends, and forecasting future requirements; Approving staff time off, monitoring attendance & schedule adherence; Conducting Learning and training sessions; Responsible for selecting, training, developing, and managing performance of direct reports; Monitoring all call center parameters and ensuring adherence.

Handling reports generation (M.E aging, Adherence, Pending PR, etc.); Working on RFX_RFI, RFQ, RFP; Conducting training sessions for promotional staff; Assisting in evaluating employees' performance; Managing expenses and revenues; Maintaining standards of quality control and sales level.

Assisting with recruitment and general administration (Pantry, Housekeeping, Mess); Handling employee grievances and client handling; Managing MIS, Stock, and Reports Generation.