Syed Rehan Haider
Operations Manager
Kuala Lumpur
Summary
Experienced PMP Project Manager with over 12 years in the BPO industry, specializing in Telecom, IT, and Broadband. Skilled in managing Contact Center Operations, leading business process improvements, and implementing Lean Six Sigma strategies. Proven ability to lead teams of 250+ employees and successfully onboard new clients for business growth. Dedicated to driving efficiency and excellence in all projects.
Overview
18
18
years of professional experience
Work History
Senior Operations Manager
Extreme Solutions Services Pvt Ltd
03.2020 - 05.2024
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Reduced operational risks while organizing data to forecast performance trends.
- Assisted in recruiting, hiring and training of team members.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Operations Manager
Relacom Pakistan Pvt Ltd
06.2017 - 02.2020
- Managed contact center operations with over 200 staff, including 13 team leads and support staff.
- Oversaw the hiring of new talent and succession planning to ensure a continuous pipeline of skilled employees.
- Conducted monthly, quarterly, and yearly performance reviews to ensure operational KPIs were achieved.
- Ensured service level targets of 80% or above were consistently met.
- Maintained customer satisfaction scores at 80% or above.
- Kept attrition levels at 5% or below through effective employee engagement and retention strategies.
- Developed and implemented operational policies and procedures to enhance efficiency and productivity.
- Monitored and analyzed performance metrics to identify areas for improvement and implement corrective actions.
- Managed budgets and optimized resource allocation to meet financial targets.
- Led cross-functional teams to deliver high-quality customer service and operational excellence.
- Coordinated with senior management to align operational goals with company objectives.
- Ensured compliance with industry regulations and company policies.
Technical Support Supervisor
Relacom Pakistan Pvt Ltd
04.2011 - 05.2017
- Supervised a team of 15 Technical Support Consultants, ensuring the smooth operation of the contact center.
- Managed incoming call support, consistently meeting the target of answering 80% of calls within a 2-minute threshold.
- Ensured timely response to customer emails within 24 hours of receipt.
- Oversaw chat support, maintaining a response time within 5 minutes.
- Conducted performance management, including coaching, mentoring, and professional development of team members.
- Managed shrinkage and ensured optimal staffing levels to meet service demands.
- Prepared and presented executive reports on team performance and service metrics.
- Monitored and maintained Service Level Targets (SLT) of 80%, reviewing performance in half-hourly intervals.
- Led improvement projects to enhance operational efficiency and customer satisfaction.
- Handled escalations, including addressing higher management complaints.
Technical Support Consultant
Extreme Solutions Services Pvt Ltd
02.2006 - 03.2011
- Provided technical support for broadband services to clients in the US.
- Conducted basic troubleshooting of internet connections, including power cycling (POPO) and modem replacements.
- Scheduled on-site technical appointments as needed.
- Maintained customer satisfaction by achieving scores above 80% on internal surveys and meeting external survey targets of 70% or higher.
- Ensured efficient call handling with an average handling time not exceeding 300 seconds.
- Managed customer fronting time at 80% and auxiliary utilization at 20%.
- Adhered to After Call Work (ACW) targets to optimize efficiency.
Education
Bachelor of Science - Computer Engineering Technology
Sir Syed University Engineering And Technology
Karachi 04.2001 -
Skills
Operations Management
KPI Tracking
Strategic Planning
Employee Coaching
Cost Reduction
Workforce Planning
Productivity Improvement
Forecasting
Timeline
Senior Operations Manager
Extreme Solutions Services Pvt Ltd
03.2020 - 05.2024
Operations Manager
Relacom Pakistan Pvt Ltd
06.2017 - 02.2020
Technical Support Supervisor
Relacom Pakistan Pvt Ltd
04.2011 - 05.2017
Technical Support Consultant
Extreme Solutions Services Pvt Ltd
02.2006 - 03.2011
Bachelor of Science - Computer Engineering Technology
Sir Syed University Engineering And Technology
04.2001 -
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