USMAN AHMED

Personal

Details

Profile

Expertise

Experience

Address: House # C-151 Block 6 Federal B Area, Karachi Email: adi4nq@r.postjobfree.com

Cell #: +92-333-*******

Languages: English/ Urdu

D.O.B: 14th March, 1984

Nationality: Pakistani

Marital Status: Married

In a Nutshell: I’m dedicated, versatile, determined and result driven with a strong track record in economic modeling, strategic planning, operational improvement, decision making and customer experience. Specifically over 13 years of experience in WFM functions & Finance across 3 industries, consumer goods, business process outsourcing and eCommerce. I love to share and discuss ideas/best practices and enjoy working with others.

Contact Projections & Analysis

Microsoft tools (Excel, Word and Power Point)

SQL

Power BI & Tableau

Financial Projections & Analysis

Relationship Management

Daraz PK – AliBaba Company

Leading Ecommerce Company in Pakistan.

Workforce Project Manager Oct 2017 – To Date

Monitoring Service Levels to maximize service efficiency.

Responsible for overall management and direction of the workforce team.

Long term /short-term workload forecasts include headcount projections.

Gathering and analyzing data that serves as the foundation of the forecasting process.

Designs and implements SOPs for smooth operation.

Ensuring effective Intraday operational processes.

Define Reporting and Communications processes.

Historical contact volumes, forecasting & staffing methodologies.

Develop employee growth plan.

Actively involved in resource planning and recruitment projection.

Develop and implementing the on-boarding plan for new employees.

Ensure timely correspondence between different in-house departments.

Involved in payroll process for different organization programs.

Workforce schedule for different organizational levels.

Highlighting leakages and tools to fix them for business optimization.

Identify the elements of managing efficient adherence. Achievements:

Actively participated in implementing Ding Attendance system of customer services department and now managing it on day to day basis.

Involved in implementation of workforce management feature in Xspace for all ventures and now maintaining it on daily basis.

Involved in establishing workforce management department in all Daraz ventures with necessary processes from economic modelling, forecasting, scheduling to business continuance plan.

USMAN AHMED

IBEX Global – A TRG Company

Leading business process outsourcing (BPO) services provider of comprehensive capabilities. Executive (Work Force Management) Jul 2013 – Oct 2017

Scheduling 500+ Employees based on call trend.

Ensure Develop both long and short-term workload forecasts include headcount projection.

Workforce Schedules for different programs.

Ensure timely correspondence between different in-house departments & Client.

Ensure availability of all required resources in place.

Workforce Management Support to Operations and all other departments.

Resource planning and Recruitment Projection.

Exceptionally skilled in Forecasting the volume of CC to manage service level, and Call abandonment rate

Capacity Planning/Seat Utilization.

Detailed Attrition Report in order to analyze root causes for attrition.

Closely working with development team for call center systematic reporting.

Expert in handle floor issues in order to manage smooth operation.

Real time monitoring of Domestic, Telco’s and International Programs

Implementations & Follow-ups for day to day operational processes. Achievements:

Actively involved and played a key vital role in movement of BPO facility while keeping the 24/7 operations programs on its go.

General Traders & Ammunition Manufacturers Ltd.

The only Private Sector Business Entity in Pakistan to Manufacture Non-Prohibited Bore Ammunition

Deputy Manager Finance & Accounts October 2010 – May 2013

Preparation & analysis of financial projections

Preparation & analysis of yearly budget.

Preparation & handling of leasing account.

Submission of monthly reports.

Evaluate product cost.

Liaison with the financial institutions related to financial facilities.

Financial reporting.

Achievements:

Involved in preparing financial projections and analyzing the key operational, business & market risk analysis of the shooting club that comprises of state of the art shooting range i.e. clay shooting, trap shooting, skeet shoot sporting shooting, and various other facilities like gymnasium, golf course, athletic stadium, race track, club house & restaurants etc. USMAN AHMED

New Allied Electronics Industries (Pvt.) Ltd (LGE, ELECTROLUX, GALANZ, SG) The only Assemblers & Manufacturers of top four brands in electronics industry of Pakistan Assistant & Deputy Manager Finance August 2007– September 2010

Preparation & Analysis of Financial Projections

Prepared & analyze monthly sales, sales return, stock movement, dead stock and submit it to top management.

Liaison with the Financial Institutions related to Funded / Non Funded Facilities.

Prepared and analyzed overall group consolidated accounts. Achievements:

Actively participated in the issuance of debt securities like Sukuk, TFC, including coordination with the syndicate agent in reviewing legal documentation, finalizing the Information Memorandum and deployment of funds

Involved in planning demand analysis, operational, business & market risk analysis, scenario analysis, coordinate with regulatory authorities to obtain necessary approvals, preparing financial projections of the Company’s three main projects i.e. G-4, F-99 & F/14-16 that comprises of state of the art shopping mall, offices and apartments while ensuring the compliance with real estate investment trust regulations.

Involved in sales of entire shareholding of IDBL that includes coordination with the legal authorities in getting necessary approvals for merger, arrangement and reviewing of necessary documents to execute the transaction.

Education Masters of Business Administration (Finance) Bahria Institute of Computer and Management Sciences, Karachi, Pakistan 2007 Bachelors’ of Business Administration (Finance)

Bahria Institute of Computer and Management Sciences, Karachi, Pakistan 2006 Activities

Certificate of Completion of Microsoft Advance Excel by Pakistan Society Training and Development.

Proficient in Oracle Financial Software.

Proficient in salesforce.com.

Proficient in Verint workforce management solution.

Proficient in Calabrio workforce management solution.

Proficient in Teleopti workforce management solution.

Proficient in Genesys workforce management solution.

Proven track record of a quick learner with great interpersonal and leadership skills.

Team sports like basketball, football and cricket and different strategic computer games.

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