Waseem Zubair - "Business Development/Client Relations - IT Collaborative Services - IT Collaborative Services Consultant, Pakistan"

o     External Recruitment (for AAJ Technologies):

§      Full recruitment life cycle of technical talent, from harvesting resumes from Job Portals and/or 3rd Party recruiters in accordance with the Statement of Work (SOW) or requirements forwarded by the State of Florida (AAJ Technologies being one of their authorized vendors) and other clients.

·      Includes analysis of SOW

·      Streamlining requirements to be posted on job portals and/or forwarded to 3rd Party Recruiters.

·      Screening resumes from those sent by 3rd party recruiters or direct head hunting through job portals.

·      Phone interviews

·      Scheduling interviews with technical staff if required

·      Initial rate negotiations with recruiters for viable candidates

·      Keeping records of steps taken for all candidates reviewed/submitted.

·      Preparing summaries for viable candidates to be forwarded to top management.

·      Preparing proposals to be submitted to the state/client as required

o     Internal Recruitment:

§      Following full recruitment life cycle for position open within eWorx or AAJ Technologies.

§      Includes analyzing skills sets for the creation and designing of job postings to be uploaded to the available job portals.

§      Direct head hunting through searches within those job portals and screening resumes sent in response to the job postings.

§      Screening resumes and keeping records of all candidates

§      Conducting screening interviews

§      Scheduling interviews

§      Keeping records of all contacted candidates and outcome to be kept in files for future reference.

• Admin Support for AAJ Technologies as part of      outsourcing most of the tasks to eWorx including
     
  • Following up with time-sheets for employees and sub-contractors       forwarding reports to the Accounts Department.
  
         
  • Researching as per required by the US office
  
         
  • Processing travel requests for employees or contractors 
    
  
     

o     Assessing English accent for agents in the voiced applications.

o     Making schedules for sessions of agents on the floor.

o     Training agents on the American English which includes pronunciation, intonation and liaison (word connections)

·      New Hire/ Reserve Pool Training

o     Recruiting, interviewing, assessing potential employees who were rejected during departmental interviews.

o     After assessments qualified candidates are put through a customized training which includes:

§      Accent Reduction

§      Communication Skills

§      Grammar

§      Customer Service Skills

§      Sales Training

o     After graduation, successful trainees are put back in the pool for consideration of hiring after partner specific training preceded by department interviews depending on the requirement.


·      Departmental Trainings:

On the site training for departments requesting training for particular campaigns after assessment with the above topics for training

·      Team management

o     Compilation and sharing of weekly, 6 monthly and yearly reviews with agents, maintenance of agent files, team meetings, follow ups on client complaints and account issues, conflict management, escalations and situation handling for agents in calls  etc.

·      Work force management

o     Controlling call queue as per skill sets of agents, adherence of traffic scheduling and staffing for agents, maintaining daily attendance for employees, Service level and Labor to revenue control, utilization of employees, break maintenance etc.

·      Quality Assurance monitoring and grading

o     Recording calls for agents as per schedule and assignment. Grading calls and sharing feedback with 48 hr turnaround time along with coaching and feedback with agents keeping floor QA above 95%. Coaching and training of employees on probation, calibration with the onshore team for QA.

·      Training

o     Implementation of new accounts, partner specific training for new hire employees, refresher trainings for accounts, rolling out of account updates, following up on accounts errors and complaints including sharing feedback with agents and investigation of the errors.

·      QA POC (point of contact) Alert Communications

o     Responsible for communication with the On-shore team in regards to Quality Assurance, Errors, complaints and compliance.

o     Coordination with TRG Quality Department in QA processes in Alert Communication.

o     Reporting for QA KPI’s for Alert Communication.

Developed overall training process in accordance with COPC, Process and Account Training for New Hire Employees, Point person for Agent Follow-ups/Feedbacks forwarded by the partner after investigation, Account updating, New account trainings etc.

·      Accomplishments:

o     Free Speech Coalition (Project Manager)

§      Training agents on calls for accreditation of individual and small business for accreditation in the entertainment industry with the project duration of 36 hours with 2 hours short notice in which I have worked 24 hours at a time.

o     ViaCord (Project Manager)

§      ViaCord is a company that stores umbilical cord blood of new born babies for use in the future for themselves or family members. Alert communications directed calls to their Clinical experts and took information from callers for information about the procedure and the company.

o     Cross Trainings

Trained all agents of the current floor with specified skill sets on all other skill sets which helped in achieving the goal of having all employees under the same agent skill. 45 agents were comprehensively trained on all accounts within 2 months with a deadline of 6 months without a deep impact on the QA average of the floor.

Trained on all accounts for the partner including all TMS (order entry and customer service) as well as TTAS (Traditional Telephone Answering Service) Accounts

Best CSE’s were trained on TTAS after proven quality and communications skill after entry level TMS accounts.

·      Accomplishments

o     CSE of the year 2004

o     Achieved the highest level of quality within the first year.

o     100% dependability, no tardies no MU’s for the whole year.

o     Maintained a QA average of 97% with a set requirement of 95%.

o     Improved typing speed from 45 WPM to 70 WPM within 2 months.