Taha Ahmed
Front Line Manager
Summary
Being a front-line manager means overseeing daily operations, leading a team to deliver quality products/services, and fostering a supportive work environment. I communicate goals clearly, develop my team's skills, and address challenges to ensure our success and contribute to organizational growth.
Overview
8
8
years of professional experience
Work History
Front Line Manager
Genpact
12.2022 - Current
- Directly supervise and lead a team of 20 employees, ensuring they perform their roles effectively and efficiently.
- Provide training to new hires and ongoing development opportunities to existing team members to enhance their skills and productivity.
- Monitor and evaluate the performance of team members, providing feedback, addressing issues, and recognizing achievements.
- Ensure smooth day-to-day operations by coordinating tasks, SLA monitoring, scheduling shifts, and resolving operational challenges as they arise.
- Act as a liaison between upper management and front-line employees, communicating goals, expectations, and changes in policies or procedures.
- Maintain a safe working environment and ensure that products or services meet quality standards and customer expectations.
Process Trainer
Genpact
9 2021 - 12.2022
- Facilitated training sessions for new hires in various formats (e.g., workshops, classroom training, virtual training, one-on-one coaching) to accommodate different learning styles and preferences.
- Conducted thorough assessments to identify training needs within the organization or specific departments.
- Collaborating with managers,SMEs,QAs and stakeholders to understand business goals and align training objectives accordingly.
- Conducting PKT and giving feedbacks, Preparing Assessment for IJP.
Process Associate
Genpact
11.2018 - 09.2021
- Content Moderation, Maintaining parameters (SLA, AHT, ART) Generating Insight and Lean Ideation, helping team with ambiguous tickets, taking huddle in absence of SME.
Teacher
Sana Mission High School
04.2016 - 07.2018
- Worked as a mathematics teacher for higher classes and helped them to achieve good results.
Education
Bachelor of Technology - Electronics And Communication Engineering
Greenfort Engineering College
Hyderabad, India 05.2011 - 05.2015
Skills
People Management
Strong Communication
Training & Development Specialist
Business process Improvement
SLA Monitoring
Decision making
Time management
Coaching and Mentoring
Innovation and Creativity
Staff Development
Customer service focus
Conflict Management
Accomplishments
- Worked for 3 projects and helped in hiring, training and supervising
- Got five awards for back to back quarters for best performer
- Improved accuracy and AHT of the process by giving ideas which improved the process and got award for best Ideation 2022
Languages
English
Hindi
Hindi
Hindi
Hindi
Timeline
Front Line Manager
Genpact
12.2022 - Current
Process Associate
Genpact
11.2018 - 09.2021
Teacher
Sana Mission High School
04.2016 - 07.2018
Bachelor of Technology - Electronics And Communication Engineering
Greenfort Engineering College
05.2011 - 05.2015
Process Trainer
Genpact
9 2021 - 12.2022