Omais Daud Khan

• Manage a team of call center agents.
• Be available to affect the entirety of the team’s operations.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Keep track of attendance, daily statistics.
• Recruit new staff and schedule existing staff to meet service level objectives
• Work with management on refining and scheduling appropriate training sessions.
• Develop training documents that support call center operations.

Developing, implementing, and managing an organization's compliance program with the coordination of with all stakeholders. Planning, implementing, and overseeing risk-related programs. Creating and coordinating proper reporting channels for compliance issues.

• Provide training to all newly hired resources for Multiple Domestic Campaigns.
• Train new inductees on Jazzcash helpline.
• Identifying training needs by evaluating strengths and weaknesses.
• Translating requirements into training that will groom employees for the next step of their career path.
• Conducting job evaluation surveys
• Liaising with managers and interviewing employees at all levels to identify and assess training and development needs
• Delivering and overseeing the training of individuals or groups of employees
• Compiling and presenting information