Syed Baseer

Experience

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  Minacs

  Apr 2007 - Jul 2012

  • Managed a Group of 60 associates including 5 Team Leaders.• Ensured that the performance and the revenue targets of the program are met in terms of sales and C-SAT.• Regularly interacted with the clients and participate in service reviews regarding SLA performance, quality of the service and process improvements.• Conducted monthly performance reviews and performance appraisals.• Drafted the KRA’s for the associates and Team leaders• Implemented the Employee incentive plan for the process, ensuring that all the agents helping us meet our SLA’s are rewarded appropriately.• Involved in the development of the Ramp Up plan for the process closely keeping track of capacity planner and send inputs to WFM and recruitment.• Ensured that MBR & QBR timelines are followed. • ensured to manage attrition at agent and Team leader level & enhanced employee satisfaction • Took quality improvement initiative for the process by doing quality audits of Associates to check process compliance and maintain the set quality standards Show less • Managed, coached, and developed a staff of Banking Customer support and Technical support representatives for an inbound process and Academic counselors for a Non Voice Sales Process.• Ensured attainment of service level targets which included:Primary Metrics (CSAT score, Up sell, Average Handled Time, SPD, CPD, Quality Scores)Process Metrics (Process Tool Usage, Daily and weekly Service level)• Constantly and efficiently monitored the queue and the status of the support professionals. • Provided operational floor management by monitoring service levels, making appropriate decisions, monitored the quality and production of the inbound status group.• Assessed the needs for training to enhance job performance of team members. Coordinated with the Training department to schedule individual as well as group training sessions• Managed monthly scorecards and growth action plan and doing Annual Performance Appraisals of team members• Took quality improvement initiative for the process by doing quality audits of Associates to check process compliance and maintain the set quality standards• Was Part of Transition and helped the process go live at different center.• Prepared Rosters on Weekly basis for the entire process, based on the Client requirement and forecasting FTE required as per Volumes.• Did Recruitment at Associate level as per operational requirement. Show less

  • Assistant Manager operations

    Jun 2011 - Jul 2012

  • Team Leader

    Jan 2008 - Jun 2011

  • Quality Analyst

    Apr 2007 - Dec 2008
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  Repucom

  May 2012 - Sept 2014

  Assistant Manager Production

  • Handled multiple projects for Sports and Branded content for a global leader in sports marketing Research Company.• Handled Markets and Clients for projects of USA Region.• Handled Operations strength of 150+ members Team Leads, Senior analyst and Sports analyst.• Standardized KPIs and KRAs for all levels including Team Leaders and below.• Regularly prepared and followed timelines of QBRs and MBRs.• Took measures for process improvement and employee satisfaction.• Was part of business research Team and provided insights to improve remuneration of 30 different stadiums in United States in terms of getting right sponsorship and value of expenditure. Show less

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  Nielsen

  Sept 2014 - Jun 2018

  Manager Production

  • Managing a team of Assistant Manager, Team Leaders, Senior analyst, Briefers and associates• Managed Projects related to Movies, Sports, TV Commercials, esports and TV Shows• Handled end to end deliveries of multiple projects related to Media analytics, Brand insights and insights simultaneously• Handled various projects from US, UK, Germany, Netherlands and Japan• Handled Yearly Budgeting, Monthly Forecast and weekly pipelines effectively• Regularly interacted with the clients and participate in service reviews regarding SLA performance, quality of the service and process improvements.• Responsible for monthly performance reviews and performance appraisals.• Drafted the KRAs for the associates and Team leaders• Played a key role in drafting and implementing all the processes which were to be followed as a requirement from the client.• Involved in the development of the Ramp Up plan for the process closely keeping track of capacity planner and send inputs to WFM and recruitment.• Ensured that MBR & QBR timelines are followed. • Responsible for delivering target % GM-driving high Employee Utilization/Seat utilization• Took quality improvement initiative for the process by doing audits to check process compliance and maintain the set quality standards• Worked on skill Matrix system to efficiently handle dynamic situations• Managed appraisal process across levels of all subordinates Show less

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  Ernst & Young GDS

  Jul 2018 - now

  Global Industry Centre
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  EY

  Jun 2023 - now

  Assistant Director