Faisal Karim
Strategic Leader: Driving Operational Excellence And Performance Optimization
Doha,Qatar
Summary
Dynamic professional with 15+ years of success in leading, planning, scheduling, and operational management. Proven track record of optimizing resources, improving service levels, and aligning operations with organizational goals. Recognized for driving innovation and delivering exceptional results through data-driven decision-making. Experienced in leading high-impact projects and fostering operational excellence in airline and contact center environments. Excellent leadership, communication, and problem-solving skills.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Manager Operations and Strategy
Qatar Airways
Doha, Qatar
05.2020 - Current
- Responsible for resource optimization and headcount utilization for Contact while balancing service objective across all channels.
- Strategic leader for Resource planning and Analytics team
- Spearheaded improvement of service levels from 30% to 80% across multiple channels in contact centers
- Successfully migrated WFM tool from obsolete Aspect system to Verint WFM
- Introduced and oversaw centralization of operational processes across multiple markets and locations
- Optimized language resources allocation and deployed advanced analytics tools for data-driven decisions
- Accountable for accurate volume forecasting, budget planning, headcount allocation, and volume distribution across contact centers
- Routing strategy planning and implementation, skill group assignment review, and managing call & skill distribution
- Utilized technology solutions to streamline internal processes related to resource allocation, reducing errors while increasing overall efficiency.
- Reduced operational costs through comprehensive process improvement initiatives and resource management
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation
- Mentored team members for career advancement, fostering pipeline of future leaders within organization
Resource Optimization Controller
Emirates Airline
04.2014 - 03.2020
- Managed Network Service Level, resource planning team, and MIS for 1400+ headcount
- Spearheaded cost and volume reduction strategies and facilitated GC+ project implementation
- Controlled shrinkage, occupancy & adherence for all Emirates contact centers
- Prepared yearly budgeted forecast and managed cost
- Liaised with IT, Projects & BT for proper support to all global connect sites.
- Oversaw workforce management planning, volume predictions and capacity planning
- Implemented new software systems to automate manual processes, reducing errors and increasing efficiency
Workforce Specialist - CWFM
Serco
09.2009 - 04.2014
- Managed Team of 12 Planners & Real-time analyst
- Engaged in manpower planning, forecasting & service delivery
- Led projects on long-term & short-term volume forecast, capacity & headcount planning, and service level projection
- Conducted statistical analysis, RCA, and recommendations for process improvement
- Automated reports & MIS building.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Streamlined daily functions for better efficiency, implementing new scheduling software for workforce optimization.
Education
Bachelor of Science - Computer Science
IIITBM
India 08.2006 - 10.2009
High School Diploma -
ST Joseph School
Delhi 04.2004 - 03.2006
Skills
Strategic Planning
undefinedAccomplishments
- Six-time Serco star of the quarter award winner
- Twice Serco Annual award winner
- Consistent performer award winner in 2013 for Serco
Personal Information
- Father's Name: MD. Ainul Hoda
- Date of Birth: 04/03/88
- Nationality: Indian
- Marital Status: Unmarried
Areas Of Knowledge
- Windows & MS-Office
- Planning Tools: Genesys, IEX, CMS, Blue Pumpkin, Verint, RPA
Projects
- Deployment of Verint WFM in Qatar Airways
- Configuration of Avaya Oceana intelligent routing
- Centralisation of WFM team
- Implementation of GC+ in RnCC and configuration
- Transition of UK Rail Customer service department from Mumbai to Delhi under BCP Plan
- Set up forecasting model for Barclays global transaction
Timeline
Manager Operations and Strategy
Qatar Airways
05.2020 - Current
Resource Optimization Controller
Emirates Airline
04.2014 - 03.2020
Workforce Specialist - CWFM
Serco
09.2009 - 04.2014
Bachelor of Science - Computer Science
IIITBM
08.2006 - 10.2009
High School Diploma -
ST Joseph School
04.2004 - 03.2006
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