Mir Askar Ali Khan

Experience

• 

  Mahindra Satyam BPO

  May 2004 - Aug 2005

  Sr. Tech Support

  Worked as Senior Tech Analyst supporting to all technical issues for an ISP provider.• Handled technical support queries for ISP (BellSouth)• Providing troubleshooting on calls to customers for ISP connection issues.• Providing excellent service to customers through telephone.• Maintaining all KPI’s (CSAT Quality, etc.)

• 

  Deloitte

  Sept 2005 - now

  • Managing Service desk team of 35 members, direct reports include Team leads (3), each team leads has a team size of 8 -10 members• Core responsibilities are Performance Management, Attrition Control, Team member’s annual compensation, and Identifying Performance gaps in the team. • Daily monitoring of staffing, maintaining Sla’s.• Monitor performance reports daily to identify any poor surveys or escalations and ensuring feedback is delivered to respective members. • BCP (Business Continuity Plan) SPOC for the Call Center team. • Weekly Meeting with US leadership team to discuss issues and process across both the regions ( US & India)• Determine team members rating during annual and mid year performance review. • Recommends financial rewards and recognition throughout the year to top performers • Working with team leads to identify bottom performers within the team, based on the observation creating action plan for members who are at the bottom• Following up with team leads to ensure Monthly 1x1, coaching and feedback sessions are conducted for team members on time. • Constantly coordinating with acquisition to conduct interviews and onboard new people in the team.• Determines the annual compensation for the team.• Conduct weekly meetings with team leads to monitor team performance. • Monitor outages and ensure they are communicated in a timely manner by the team and to the appropriate referral resource.• Monitor schedule adherence which would impact the Sla• Helping associates in mapping their career paths and help them to move within the firm.• Coordinate with other support groups to ensure CallCenter staff has needed services (transport, facilities, security).• Coordinates local CallCenter team's role in Firm Disaster Recovery role that includes all US offices, with monthly emergency drills.• Performance Management, coaching and feedback, counseling of Team Leads and Associates Show less Independently handled a team of 9- 12 analysts. This includes taking care of all the core responsibilities like conducting regular bi-weekly quality Coaching sessions, Monthly 1x1 's , Year-End discussions.• Conducted Goal Setting sessions every year for all team members.• Identifying performance gaps in the team, based on the analysis working closely with team members who had challenges with performance. • Created action & performance improvement plans for team members who struggled with performance metrics• Ensured a proper career path for analysts who were more than a year old and had an excellent track record. Identifying opportunities for members through internal Mobility within the organization or through an IJP promotion.• Managing leaves for the team, working with workforce management team for shift schedules, arranging shift swaps & trainings. Show less

  • Sr Manager

    Jun 2024 - now

  • Executive Manager

    Sept 2017 - Nov 2024

  • Manager

    Sept 2014 - Aug 2017

  • Assistant Manager

    Sept 2010 - Aug 2014

  • Team Lead

    Aug 2008 - Aug 2010

  • Analyst

    Sept 2005 - Aug 2008