Karāchi, Sindh, Pakistan
Experienced Workforce Management Executive with 5+ years at IBEX Global, specializing in customer support operations across leading campaigns like AliExpress and Foodpanda. Skilled in scheduling, forecasting, real-time monitoring, and performance analysis. Proven track record of managing large support teams, enhancing SLA adherence, and optimizing operational efficiency. Hands-on expertise in tools such as Xspace, Salesforce, Playvox, Herocare, Delivery Hero CRM, and Alibaba HCM Portal. Known for cross-functional leadership, process improvement, and quality assurance coaching. Certified in Digital Marketing (SEMrush) and Project Management (HP LIFE). Open to global WFM and Operations roles.
✔ Forecasting & Capacity Planning – Analyze historical trends to predict call volume, optimize staffing, and maintain service levels. ✔ Headcount Planning & Hiring Strategy – Collaborate with leadership to determine headcount requirements and develop staffing plans that align with business needs. ✔ Scheduling & Real-Time Monitoring – Manage workforce scheduling, track attendance, and adjust staffing dynamically to meet fluctuating demand. ✔ Performance Management & SLA Compliance – Monitor adherence, analyze workforce performance, and implement strategies to optimize efficiency. ✔ Business Reporting & Analytics – Generate and analyze operational reports, including SLA tracking, break adherence, and outage reports. ✔ Budgeting & Forecasting – Optimize workforce-related costs while maintaining efficiency and meeting service-level agreements. ✔ Process Optimization – Identify inefficiencies, implement workforce management best practices, and utilize Tableau, Redash, and SQL to enhance data visualization and reporting.
● Managed Dispatch, Email Support, and Rider Communication departments. ● Led a 35-member support team with QA coaching and weekly performance reviews. ● Ensured KPI/SLA compliance via Playvox. ● Improved CSAT scores and customer resolution workflows.
● Investigated canceled orders and resolved financial discrepancies. ● Created and managed rider accounts, including re-hires. ● Supervised a 15-member team for accurate onboarding and account data.