Mohd Farhan

About Mohd Farhan

With over 13 years of experience in customer service, project management, and team leadership, I am a Customer support Manager at Justdial, one of India\'s leading local search engines. I manage the inbound and outbound tech support and quality operations for Justdial\'s JD Omni product, a cloud-based solution for small and medium businesses. I monitor and present key metrics such as abandonment, FCR, quality scores, agent utilization, and TAT, and implement strategies to improve them. I also manage agent performance, recruitment, training, and feedback, and ensure compliance with quality and industry standards. In addition, I collaborate with other trainers, managers, and executives to assess the impact of each training program and communicate the training needs and online resources. I have a Master of Business Administration degree in Information Technology, which enables me to leverage technology to enhance customer satisfaction and business outcomes.

Experience

1. Manager - Cs Technical

   Justdial

   Jun 2024 — Present · Noida, IN

   I am responsible for managing the Inbound & Outbound Tech support (which includes Email,Whatsapp, Payments) and its Quality Operations for Justdial\'s JD Omni product.I monitor metrics such as Abandonment, FCR, Quality Scores, Agent Utilization, TAT, for all the team members under technical support function.I Manage agent performance with incentives programs based on customer feedback and overall performance. Recruitment, Training, T2T quality feedback to the agents are some of my major responsibilities.I am responsible for managing operations of the Inbound & Outbound Tech support and its quality. I present the metrics and plans, in the executive management meetings, which is expected to support with detailed data analysis. I have hands on experience to handle complex situations keeping customer satisfaction as the main motive.I have strong collaboration skills and manage the interface with all business heads, providing insights from contact center and quality data, as well as implementing effective response from contact center for new product introductions.I am responsible for establishing and executing quality scorecards, call calibrations and automated audits. I set up quality related reporting, drive continuous reduction of common errors and fatal, and mentor the quality analysts for sessions on the floors and for individual agent feedback.

Education

• Guru Gobind Singh Indraprastha University

  Bachelor of Business Administration - BBA

  2007 — 2010

• Institute of Management Technology, Ghaziabad

  Master of Business Administration - MBA