Muhammad Anees

Experience

• 

  Telenor

  Aug 2006 - Sept 2021

  • In International Direct Dialing business segment overall portfolio management for Calls (IDD) & SMS (A2P), Product Lifecycle, Offers & Promotions, Communication plan's, Customer insights, Financial Forecast, Business case management, provide competitive IDD call rates for end user.• Manage Digital channels rollouts, communications strategies and enablement• Assisting in strategy formulation for and beyond International Segment for Telenor Pakistan• Generate actionable visibility for better decision making by top management to enhance revenue/reduce cost and maintain good P&L of International Direct Dialing in International Business segment. Show less End to end operational and monetary aspects of International business for both Incoming & Outgoing traffic (IDD) for Calls & SMS (A2P) landed at Telenor Pakistan including • Business planning & Financial Forecasting• planning and strategy• daily operations, Reporting & Analysis• staffing and management• sales and marketing• customer service & ExperienceResponsible for monitor and increase Int. incoming traffic for calls & SMS (A2P), working on prevention of Grey Traffic, deals with different LDI’s and cost optimizing capacity planning to increase overall revenue share.End to end business planning, Financial forecast, Reporting & Analysis and Responsible for generating actionable visibility for management on daily, weekly and monthly basis Show less • Working on 5 day sprint model, conducting business analysis and requirements gathering, process documentation & project deliverable creation.• Mediating communication between IT & business users for new product development• Product development on CRM,BSS and Charging and Billing System as per business needs• Responsible for products solution designing and implementation for stakeholders mainly IOT,OTT ,Marketing, S&D, B2B,B2C,Financial services, Digital products involving 3rd party integrations• Responsible for conducting solution validation and conducting BAT/UAT with concerned departments.• Prepaid and postpaid packages launch and implementation of their rate plans in the billing system• Worked as Product manager and closely work on platform used in Telecom sector (HLR, Voice, SMS, and internal/external connectivity with Telecom platforms).• Responsible for post launch analysis and support for any operational issue in product functionality Show less • Developing technical solutions to business problems begins with defining, analyzing and documenting requirements.Product lifecycle management• Find innovative ways to help improve efficiency and speed of projects and daily tasks to ensure swift time to market.• Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.• Construct workflow charts and diagrams; studying system capabilities; writing specifications• Build product network architecture schemes (Peer-To-Peer & Client/Server), traffic flow, LLD, etc.• Improve systems by studying current practices; designing modifications• Recommend controls by identifying problems; writing improved procedures• Responsible for overall usability of New and existing products of Telenor Pakistan.• Maintain user confidence and protect operations by keeping information confidential• Prepare technical reports by collecting, analyzing and summarizing information and trends• worked on projects in which provide services like Software as service, etc.Telenor Self Service Booth - Digital PlatformAs Project Manager Launch of Successful Digital Self Service Booth: Complete use of design thinking to develop state-of-the-art machine equipped with bio-metric verification, Cash Dispenser & Accepter allowing customers to get Telenor & Easypaisa products and services at their own convenience 24/7 and giving benefits in terms of Commission Savings. Worked on digital channels, OTTs and Mobile applications.Closely work with Business team, Technology team and Wavetec team from prototyping, Service Design, Customer based feedback to improve Experience, Development of Software, Hardware QC, UAT and Deployment across Pakistan on all machines.• Comprehensive testing of configurations before roll out; regular reporting and proper record management.• Regularly assess market conditions and innovate proactively. Show less • Worked as Project manager and looking after major deliverable of CCD & Commercial, meet timelines and deliver all deliverable within timelines.• Aligning & updating stakeholders /CFT on the plans on timely basis by Coordination & Collaboration between all CFT & different business owners and update on their deliverable.• As Product manager daily way of work consists conceptualize, manage, and prioritize multiple projects for stakeholders including daily configurations & operations and work as an Interface between commercial teams & technology teams.• All communications to align & update all teams, cross functional team and management on the project plan timely and proactively.• In daily standup of Agile team, Understanding and representing user needs, defining a vision for a product and Aligning stakeholders around the vision for the product.• Prioritizing product features and capabilities based on user needs, project plan and delivery timelines Show less Product lifecycle of Financial services, Payment Platform integration, USSD menu and U! front end interface based on UX (User experience based on Customer feedback)Proficient in data-driven decision-making, leveraging tools such as SQL and MS Excel.Experienced in working within a 5-day Agile sprint model.Workforce Forecasting, Planning & Scheduling for all channels (Voice & Non Voice)Regular audit / evaluation of Forecasting & Scheduling for operational excellence. Operational Delivery on Key Customer Care KPIs (Max. Wait Time, Abandonment, Connectivity & Service Levels) Delivery on Segment’s Must Win Battles & strategy driven projects Managing & developing CCD OPEX Forecast, achieving operational excellence targets Aligning & updating stakeholders on the plans on timely basis Training the new Resources for CC terminologies Volume offloading to Digital Channelworked on Contact center is a service (CCaaS) with OSP partners.Overall Planning, Execution, Staffing and Scheduling for all Voice & Non Voice Channels. Show less • Workforce Management & Capacity Planning of Financial Service Helpline 3737• Increase operational efficiency on Financial Services Helpline by optimizing cost & Optimum utilization of resources• Product lifecycle of Financial services, Payment Platform integration, USSD menu and U! front end interface based on UX (User experience based on Customer feedback)• CFT Member for Project Phoenix. Migration of products from current financial platform to new platform• Devising processes for upcoming features for various stakeholder• Process Re-engineering for top Processes under System & Processes team• Generate actionable visibility for Easy paisa management, project status and update to Easy paisa management Show less Regular audit / evaluation of Forecasting & Scheduling for operational excellence. Operational Delivery on Key Customer Care KPIs • Service Levels • Max. Wait Time• Abandonment• Overall Connectivity Delivery on Segment’s Must Win Battles & strategy drive projects Managing & developing CCD OPEX Forecast, achieving operational excellence targets Aligning & updating stakeholders on the plans on timely basis • Training of new Resources for Contact center terminologies • Volume offloading to Digital Channel• Business Planning • Capacity Planning• Staffing and Scheduling• End to end Execution• Reporting & Trend Analysis• Actual Vs Forecasting Analysisfor all Voice & Digital Channels of Telenor Pakistan Contact centerProject Manager & Business Owner -Project Contact Center Modernization End to End responsible for • RFP/ RFQ process for vender election Huawei select as Vendor• FRS Writing as per business requirements • Test cases preparation & validation • UAT - User accept testing with Technology & business team • End to End Testing, • Final Deployment With both vendor's Huawei & TeleOpti for end to end Workforce Solutions deployment. Show less • Manage Overall Team, Generate Visibility, Provide Analysis, and Reporting overall Contact Center.• 20+ Real Time Queue Management manually Routing Overall Call Centre Traffic, managing Service Level and update Management through Hourly stats SMS after Every Hour.• Overall CCD Employees Employee Records Scanning and manage Employee Announcements and maintain in Database.• Manage overall Team operations along with Contact Center execution.• Working on different projects like Resource Movement to KLP Office, Business team movement.• Working for overall Scheduling of Telenor Pakistan i.e. Customer 5 Hour, etc.• Responsible to Manage Workforce of Entire Contact Center across Telenor Pakistan.• Responsible for All Rosters/schedule for Voice/Non Voice Units.• Responsible for developing schedules based on the forecast on periodic bases.• Responsible for achieving all targets/KPI's set by the department• Day to Day summaries and Call Center reporting.• Weekly and monthly call center visibility of all queues including FS.• Overall Call Center (Queue) , Agent level visibility & Reporting.• Providing analytical skills to build future prospective and manage daily operations.• Responsible for contributing to manage team objectives through team work & participating in all team meetings and team building/Motivational exercises on daily/weekly/monthly basis. Show less • Responsible for developing schedules based on the forecast on periodic bases.• Responsible to Manage Workforce of Entire Contact Center across Telenor Pakistan.• Overall Employee record Keeping & Maintain overall history of employees. Salary Deduction process for overall CCD, CCD Employee record history.• Provide Data support to HR, Health Care and HRSS i.e. Leave record management, Employee annual leave clearance for resigned employees etc.• Working on different projects like Resource Movement to KLP Office, Business team movement.• Responsible for achieving all targets/KPI's set by the department• Responsible for All Daily Rosters/schedule for Voice/Non Voice Units.• Responsible for overall Scheduling of Resources Across Telenor Pakistan Contact Center & Sales and Service Centers for different Training, Coaching sessions, Employee Forums etc.• Responsible for contributing to manage team objectives through team work & participating in all team meetings and team building/Motivational exercises on daily/weekly/monthly basis. Show less • Real Time Queue Management through Genesys Supervisor & CCPulse.• 20 Real Time Queue Management manually Routing Overall Call Centre Traffic & managing Service Level & update Management through Hourly stats SMS after Every Hour.• Responsible for making Daily, Weekly, monthly, quarterly and yearly reports related to Service levels, Attendance & AHT.• Working on different Real time & historical reports through Hyperion and present to Management on different levels.• Responsible for developing break plan & Seating plan on daily basis.• Responsible for amendments in the schedule if required• Responsible for achieving all targets/KPI's set by the department• Responsible for contributing to manage team objectives through team work & participating in all team meetings and team building/Motivational exercises on daily/weekly/monthly basis. Show less • Ensure that customer queries generated by him/her should be resolved in the specified Turnaround time (TAT) by following up on services requests.• Feedback/escalate any urgent /critical issues or problems to management on a timely basis.• Maintain confidentiality of the organization's customers and data.• A strict adherence to shift and break schedule as communicated by the operations department• A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.• Participate in all team meetings and team building/Motivational exercises on periodic basis.• Contribute to manage team objectives through team work• Responsible for a hygienic & a clean overall work environment• Participate in all team meetings and team building/Motivational exercises on periodic basis Show less

  • Product Manager - Assistant Manager iVAS - Segment & Products

    Jan 2021 - Sept 2021

  • Business Owner - International Business Segment ( IDD, A2P and International Incoming business)

    Oct 2019 - Jan 2021

  • Product Manager - Agile Business Analyst

    May 2019 - Oct 2019

  • Product Manager - Design Experience Specialist

    Nov 2017 - Apr 2019

  • Product Manager - Digital Services & Change Management Specialist

    May 2017 - Oct 2017

  • Product Manager - Channel Planning Specialist (Financial Services)

    Aug 2016 - Apr 2017

  • Product Manager - System & Processes- Telenor Financial Services(Easypaisa)

    Feb 2016 - Aug 2016

  • Channel Planning Executive

    Feb 2015 - Jan 2016

  • Team Leader Workforce Management Team

    Nov 2013 - Feb 2015

  • Workforce planning & Scheduling Office

    Mar 2013 - Oct 2013

  • Command Center Officer - Traffic Control

    Nov 2009 - Feb 2013

  • Customer Relation Officer

    Aug 2006 - Oct 2009
• 

  Pakistan Television Corporation Limited

  May 2008 - Jul 2008

  Intern

  Overall responsible and work in following domains.• News Production• News Reporting• Managing Script• Regional News (Punjabi) Bulletin Preparation

• 

  Freelance

  Jan 2013 - Oct 2018

  Freelance Digital Media Management

  Working on You Tube channel, managing Video creating/editing, Keyword, Monetization and analytic and run different campaigns for promotions on Social media, etc. Digital Customer experience through Searching, shopping and service experience.Managing Facebook pages, Groups, Content Writing, Facebook and Twitter Campaigns, Marketing through Social Media. Enhancing Customer Experience in terms of Products Visibility and to Increase Sales/Fan base i.e. www.facebook.com/desireofficialpage with 7K Fans, FB Group Oriflame Exchange Shop with 3K members and Website: www.Shugal.pk. Show less

• 

  FM 95 Punjab Rung

  Apr 2014 - Jun 2015

  Radio Jockey

  Host a Evening Drive time weekly show of 2 hours, in which complete Script Writing, Production and end to end program preparation done by myself.

• 

  FM 100 Pakistan

  Jul 2019 - now

  FM Radio Presenter

  Hosting a Evening Drive time Every Saturday from 5pm - 8pm only on FM 100 Pakistan.

• 

  Zigron

  Apr 2021 - Sept 2021

  Product Manager -Customer Success Unit (Workforce Management)

  • Look after overall Financial planning & Forecasting, Business Planning, Workforce management, Staffing & Scheduling of all channels (Digital & Voice IB & OB) at optimal level to manage on day to day operations.• Looking after overall customer service & monitoring department management in terms of creating policies and procedures that optimize the customer experience by providing exceptional customer services.• Establish policies and procedure the entire staff can adhere to so all customers receive the same quality of service in order to sustain business growth and profitability by maximizing value.• Employee Motivation, Employees Growth & development, Rewards & Retention.• Identify areas of improvement in all processes and execute improvements in coordination with various stakeholders in order to further enhance processes positioned to provide maximum facilitation to customers Show less

• 

  Daraz

  Sept 2021 - now

  Track & Manage overall WFM (Digital & non-Digital Channels) including overall planning, financial forecasting, capacity planning, accuracy and Budget management for all Ventures while maintaining maximum efficiency and cost-efficient modelProvide insights for senior management on multiple business areas like capacity planning, Budgeting, Financial comparison, forecast accuracy, trend analysis etc.Drive CCO team performance towards KPI target which has been setAssist Local WFM Managers to Oversee day-to-day operation of venture performance and MetrixDiscover training needs and provide coaching for Local WFM TeamsIdentify gaps between ventures and share best practices to improve performance and enhance business Assume responsibility of budgeting and tracking customer & seller cost per orderPredict and optimize performance and identifying risksProvide visibility on performance during campaigns, including run-time forecast recalibrations based on business needWork with S&P Manager to develop detailed targets, forecasts, and business models to ensure strategic and business targets are compiled and shared timely with relevant business teams across all venturesLiaise with business units to recommend and drive implementation of new productivity and cost saving initiatives, and prepare business models to support business decisions Assist local teams in comparison of forecasts to actual performance, identifying reasons behind department performance and resultsCustomer need identification by using different techniques (use story building, personas, driving the execution, requirement management, product testing, and verification)Coordinate with local teams for best practices and knowledge sharing Show less • Manage the overall WFM (Digital & non-Digital Channels) including overall planning, financial forecasting, capacity planning, accuracy and Budget management for all Ventures (Pakistan, Bangladesh, Sri Lanka, Nepal & Myanmar) while maintaining maximum efficiency and cost-efficient model• Provide insights for senior management on multiple business areas like capacity planning, Budgeting, Financial comparison, forecast accuracy, trend analysis etc.• Extract, deep-dive into, & manipulate data such that can conduct analysis and derive insights to business stakeholders in tight deadlines.• Predict and optimize performance and identifying risks• Liaise with business units to recommend and drive implementation of new productivity and cost saving initiatives, and prepare business models to support business decisions • Work with S&P Manager to develop detailed targets, forecasts, and business models to ensure strategic and business targets are compiled and shared timely with relevant business teams• Provide visibility on daily performance during campaigns, including run-time forecast recalibrations based on need• Worked on Outsource Projects (contact center as service) with different vendors IBex, Abacus & Sybrid• Assist local teams in comparison of forecasts to actual performance, identifying reasons behind department performance and results• Competitive advantage, customer need identification, and pure innovation based on customer experience with proactive approach• Define and articulate product vision and strategy as per requirements and company vision• Coordinate with regional teams for best practices and knowledge sharing Show less

  • Regional Manager - Workforce ((South Asia) ) - CXP at Daraz (Alibaba Group)

    Apr 2022 - now

  • Regional Product Manager (South Asia) - Workforce Management at Daraz (Alibaba Group)

    Sept 2021 - Mar 2022