Naseem Khan

Experience

• 

  Intelenet Global Services

  Jun 2007 - Sept 2011

  Team Leader
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  HGS - Hinduja Global Solutions

  Sept 2011 - Jan 2015

  Senior Team Lead

   Managing the department with regards to the call volumes and manpower requirement on the daily basis. Monitoring the RTQM constantly to understand the present call flow on the floor. Maintaining the MIS reports which consist of the daily attendance and the shifts of the executives. Identifying the issues on the floor like call drop cases, system downtime, and spikes in the term of down time for internet not working in particular region & also checking which kind of calls we are receiving on floor etc. and updating the same to internal department manager & also to client via email. Preparing the weekly data which includes roster of the manpower according to the requirement of the management. Assigning shifts and works off to the executives on the weekly basis covering the whole department. Handling any kind of problematic situation on the department for the executive relating to physical extension or system problem. Monitoring the performance of the executives on a daily basis for the productivity factor. listening the call of agent to check their quality & information which being delivered by executive is accurate or not. Implementing the rules & regulations laid down by the management in assigning shifts & job responsibilities for executives. Show less

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  WNS Global Services

  Jan 2015 - Jun 2016

  Assistant Manager

   Managing the Team of 25 associates coaching and guiding them. Supported manager in performing management functions such as staffing, training and expanding business plans. Investigated and resolved customer’s issues and complaints regarding operational matters – Handled all queries and client feedback in a professional manner. Maintaining the MIS reports which consist of the daily attendance and the shifts of the executives. Communicated with the support team and implemented the organization’s operational guidelines, standards and policies. Documented and prepared reports on management and information systems; presented same to manager. Assisted the manager in recruiting diligent professionals, committed to high principles of service and performance. Handling any kind of problematic situation on the department for the executive relating to physical extension or system problem. Monitoring the performance of the executives on a daily basis for the productivity factor. Listening the call of agent to check their quality & information which being delivered by executive is accurate or not. Implementing the rules & regulations laid down by the management in assigning shifts & job responsibilities for Team Leader's. Responsible for hiring decisions, approving time off, developing performance appraisals and corrective action/ termination request for approval, and developing/coaching subordinates. Implementing the rules & regulations laid down by the management in assigning shifts & job responsibilities for Team Leader's. Show less

• 

  Lionbridge

  Nov 2016 - now

   Managing the Team of 10 Project coordinator coaching and guiding them. Cross-functionally collaborate with Marketing, Creative, Engineering, etc. deliver high quality localization on multiple platforms. Responsible for all aspects of the projects managed, including project planning, content management, quality, booking resources and provision of status reports. Troubleshoots issues and escalate as necessary. Manages Localization Program Manager’s needs and expectations, responding as necessary in a timely manner.  Responsible for documenting all project-specific processes and guidelines, ensuring that they are updated on a regular basis and are available to all relevant stakeholders.  Identifies areas in the localization project workflow that could be improved and escalates as appropriate.  Supports the Localization/Translation Program Manager in the daily management of localization projects and tasks from beginning to end, working closely with development, testing, product management, internal reviewers and external Language Service Providers (LSPs) Leads development and enhancements efforts for the Localization Community on the Freeway, including the successful implementation of the Project Submission Form and Project Status Dashboard using MS SharePoint. Develops project plans, managing milestones for a successful delivery, coordinating activities to ensure effective communication within project teams. Facilitates project scoping, ensuring that issues are raised, necessary input is obtained and project work is outlined. Manages and obtains scope approvals and changes as required. Provides regular reports and status updates to management, stakeholders and others. Highlights successes, concerns, milestones, resolved issues and other important information. Show less As an accomplished Project Manager with 18 years of experience and a recently completed MBA in Marketing, I have consistently excelled in driving project success through strategic leadership and meticulous execution. My expertise lies in overseeing all facets of managed projects, including project planning, content management, quality assurance, resource allocation, and comprehensive status reporting. I am skilled in troubleshooting issues, swiftly resolving challenges, and escalating matters when warranted.Key Responsibilities:Orchestrating end-to-end project management encompassing project planning, content management, quality control, resource allocation, and timely status reporting.Proactively identifying and resolving issues that arise during project lifecycles, ensuring seamless execution and maintaining project momentum.Collaborating closely with Localization Program Managers to understand their requirements and expectations, promptly responding to their needs to foster effective communication and alignment.Methodically documenting project-specific processes and guidelines, regularly updating them to reflect evolving best practices, and making them accessible to all pertinent stakeholders.With a results-driven approach and a passion for achieving excellence, I am dedicated to optimizing project outcomes and contributing to the success of the organization."Feel free to modify and adapt this job profile to suit your specific experiences and accomplishments. Show less

  • Project Manager

    Nov 2016 - now

  • Project Manager

    Nov 2016 - now