Aliya Mulla

• Team Management:

Supervise and lead two production teams: ) Presales (15 officers) and Post-sales (10 officers).Oversee the OJT (On-the-Job Training) team, including managing all new certified batches and preparing them for the production floor with the support of 2 Team Coaches

• Performance Management:

Track & Overlook performance of OJT (On job training) team coaches and production officers; prepare EOD, weekly, and MTD performance reports

Conduct reviews and provide feedback to meet performance targets

• Training &Development:

Conduct system training for new batches; train on processes and products

Enhance team skills in selling, communication, and productivity through regular feedback and monitoring

• Review & Feedback:

Perform weekly and monthly reviews of OJT coaches and their teams. Monitor dashboards and APR (Agent Performance Reports) reports, providing feedback to improve performance and productivity.

• Call Audit:

Auditing & Live call barging of random calls of the advisors

Sharing immediate Feedback on observation and Area of improvement

Also, Arrange training session if required

• Volunteer Responsibility:

# preparing Weekly Roster for the entire Sales Officer

# preparing Weekly Roster for the sales Team Leader

# maintaining Team Leader wise Attendance Sheet of the entire sales Team

# keeping track of Shrinkage and Attrition for the month Team Wise.

• Conduct surveys and reviews to gather feedback from international clients, ensuring their concerns and needs are addressed
• Timely solutions to enhance Resolve grievances efficiently by analyzing issues, coordinating with relevant departments, and providing client satisfaction
• Identify recurring issues from client feedback to propose and implement strategies that enhance service delivery and improve overall client satisfaction.