muhammad rizwan

business analysis and reporting

About

To get a challenging position in a professional and team oriented organization with career growth opportunities whereby I can utilize my experience of Business Analysis, Reporting and Workforce Management. Specialties: -

Country

pakistan

City

lahore

Industry

telecommunications

Skill

reporting and analysis, resource planning, mis, crm, business analysis, management, analysis, outsourcing, call centers, forecasting, project planning, team leadership, workforce management, data analysis, talent management, budgets, microsoft sql server, contact centers, erp, vendor management, telecommunications, call center, team management

Experience

reporting and analysis, planning and workforce management

ncb

2010-10 - 2011-10 · 1 yr 1 mo

Contact Center Business Analysis, Reporting and Analysis, Workforce Management

assistant manager workforce, analysis and reporting

wateen telecom

2010-2 - 2010-8 · 7 mos

* Direct reporting to General Manager Customer Service Division. * Call Center traffic analysis, forecasting, schedule creation and maintenance. * Management of customer Service staff leaves, medical claims, and hardware equipments. * Provisioning of CS performance scoring module, monthly incentives and extra duty allowances. * Management of analysis and reporting for all businesses of customer service division. * Development of in house portals and applications to make CS environment more efficient, automated and paper free. * Liaison with IT for incident & change requests of CRM. * Management of Customers’ document scanning and availability of documents in CRM against each customer profile. * Management of bill delivery to the customers and availability of monthly bills in CRM against each customer profile.

supervisor workforce

warid telecom

2005-1 - 2010-2 · 5 yrs 2 mos

business analysis and reporting

mobily

2011-10 - 2014-11 · 3 yrs 2 mos

marketing executive and technical consultant

enum computers

1999-1 - 2002-12 · 4 yrs

 Prepared feasibility studies, requirement definition, functional specifications, IT architecture, terms of reference, and requests for proposals and contract documents for IT activities to be outsourced.  Responsible for planning, forecasting, scheduling, estimation and budgeting of resources for stipulated activities of the projects.  Handled all customer problems by providing prompt response, advice, assistance and resolution to the entire satisfaction of the customer.