Firoz Noormohammad Khan
Mass Tort Lead Generator, Team Manager and Project Manager
Summary
Flexible and Highly focus Floor Manager who adapts seamlessly to constantly evolving BPO processes and technology. Having 13+ Years of experience in BPO Industry. Proven record of managing and successfully established the designation in a company, Adaptable and Motivated. Continuously developing opportunities that further establish business goals.
Overview
12
12
years of professional experience
Work History
Head Manager
Xcend Media & Marketing LLC
02.2023 - 02.2025
- Head Manager 2023 to 6th Feb 2025 (US Mass Tort Lead Generation Process)
- Head Manager 2021 to 2022 (Domestic Election Process)
- Head Manager 2017 to 2020 (Domestic Club Mahindra Holidays)
- Floor Manager 2014 to 2017 (US Non-Voice (IVR) Process)
- CSR and Assistant Manager Since 2011 till 2014 (US Mass Tort Lead Generation Process)
- (More than 13 years of experience in same company)
- Developing objectives for the call center's day-to-day activities
- Organized schedules for team members and guaranteed that every shift was substantially covered
- Managed + Staff using a targeted approach to training, hiring and employee engagement
- Maintained relevant Qualification and continually updated knowledge for optimized workflow
- Used effective people management and organizational abilities to plan task
- Proficient in MS office, G-docs and Call center equipment program
- Optimized payroll systems and processes to align with business and system change
- Optimized the daily workflow of supervisor, team leaders and Member services team to meet or exceed established metrics
- Prepares call center performance reports by collecting, analyzing and summarizing data and sales
- Planning and Proper execution for high productivity rate
- Increased overall productivity by working to understand the personal goals of team members, raising job satisfaction scores
- Established a robust CRM system that streamlined lead tracking, organization, prioritization, resulting in increased efficiency.
- Contributed to revenue growth by establishing partnerships with complementary businesses, facilitating new client referrals from partner networks.
- Built a high-performing team of lead generation specialists through rigorous recruitment, training, and ongoing development efforts.
Education
B.COM -
Gujarat University
05.2009 - 2011.07
Skills
Effective Team Collaboration
Timeline
Head Manager
Xcend Media & Marketing LLC
02.2023 - 02.2025
B.COM -
Gujarat University
05.2009 - 2011.07
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