MD Khalid Azizi

• Strategic Operations Management:
  Oversee daily operations for the entire East region, ensuring seamless execution across multiple functions, including workforce management, client communication, and performance monitoring.
  Manage service delivery in line with contractual obligations and consistently surpass client expectations.
• Workforce Optimization & Planning:
  Developed robust workforce models to tackle workforce shrinkage while maintaining service levels and answering levels.
  Anticipated and addressed attrition trends by formulating targeted retention strategies.
• Sales Leadership Across India:
  Directed and managed sales operations, achieving significant revenue growth through effective planning and team collaboration.
  Identified opportunities for cross-selling and up-selling, driving additional value for the organization.
• Business Continuity During Crisis:
  Effectively executed BCP strategies, covering areas like people management, resource allocation, cabs, and facilities to ensure operational stability during crises.
• Quality Assurance & Process Improvement:
  Enhanced call quality by implementing feedback loops and performance review systems for team leaders and agents.
  Maintained exceptional AHT standards through regular monitoring, coaching, and process optimization.
• Leadership & Mentorship:
  Mentored team leaders, senior team leaders, and deputy managers to foster a culture of growth, accountability, and high performance.
  Led by example to create a motivated and engaged workforce that consistently met organizational goals.

Projects Undertaken

• Attrition Management Program:
  Conceptualized and implemented strategies to reduce attrition, resulting in a 10% decrease in turnover rates within one year.
• AHT Optimization Project:
  Identified and resolved bottlenecks in call handling processes, leading to a 15% improvement in AHT.
• Business Continuity Planning:
  Designed and executed a comprehensive BCP framework during a major crisis, ensuring uninterrupted operations and achieving client satisfaction.
• Sales Excellence Program:
  Spearheaded initiatives to improve sales productivity, resulting in a year-over-year revenue increase of 25%.

Personal Attributes

• Leadership-Oriented: A natural leader with the ability to inspire, mentor, and guide diverse teams.
• Resilient & Proactive: Demonstrates exceptional problem-solving capabilities under high-pressure situations.
• Result-Driven: Consistently focused on achieving and exceeding business objectives.
• Collaborative: Builds strong relationships with stakeholders, teams, and clients to drive mutual success.