Open to opportunities

Mohammed shabaz Altaf

@mohammedshabazaltaf

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Experienced Contact Centre Manager with a focus on operational efficiency.

United Kingdom

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth while allowing me to leverage my expertise in workforce planning and operational efficiency.

I am an experienced Contact Centre Manager and Senior Resource Planner with over 6 years of success in workforce planning, HR collaboration, and operations optimisation within customer service environments. My proven ability to lead cross-functional teams and streamline business operations has significantly improved service delivery and operational efficiency.

At Bionical Health, I lead a team of schedulers, effectively planning over 10,000 monthly visits while implementing a new scheduling system that reduced inefficiencies. My analytical skills have allowed me to produce insightful operational and HR reports, enhancing resource utilisation and staff productivity. I am passionate about aligning workforce capability with business objectives and supporting HR initiatives to foster staff development and performance management.

Throughout my career, I have consistently exceeded performance targets and improved service levels by leveraging data insights. I thrive in dynamic environments where I can collaborate with diverse teams to drive business improvements and enhance the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Scheduling

Current

Bionical Health

Mar 2023 - Present (2 years 3 months)

Led a team of schedulers to effectively plan over 10,000+ monthly visits, ensuring service continuity and robust contingency planning. Implemented a new scheduling system that reduced inefficiencies and improved operational efficiency.

Workforce Planning Scheduling Data Analysis Contingency Plan Performance Optimization Reporting Training

Contact Centre Patient Care Team Leader

Bionical Solutions

Dec 2022 - Present (2 years 6 months)

Supervised daily operations of a contact centre handling over 20,000 monthly healthcare appointments, leading a team of 20 agents and supervisors. Partnered with Operations and HR to introduce training materials and deliver tailored coaching, conducting performance reviews and development sessions.

Team Leadership Performance Management Training Coaching KPI Tracking Customer Service Conflict Resolution Data Analysis

Regional Advisor

Atos Medical

Apr 2021 - Present (4 years 2 months)

Cultivated and enhanced customer relationships to foster long-term partnerships and customer loyalty. Consistently exceeded monthly sales targets, achieving sales figures of more than
£100,000.

Customer Relationship Management Sales Needs Analysis Sales Targets Cost Benefit Analysis Sales Strategy Business Development

Supervisor

Robin Hood Energy

Sep 2016 - Present (8 years 9 months)

Led and managed a team responsible for change of tenancy, email, and social media teams, ensuring effective communication and service delivery. Designed and implemented new processes to enhance the customer journey and drive cost efficiencies.

Team Leadership Process Improvement Customer Journey Performance Analysis

Education

Degrees, certifications, and relevant coursework

De Montfort University

BA (hons), Business & Human Resource Management

Studied core principles of business management and human resource practices. Gained knowledge in areas such as resource allocation, workforce planning, and staff development.