Mohammed Shahid Anwar

Business Partner - Comcast Corp :: US Chat and Voice Process

• Spearheading a 14-member Workforce & MIS team (12 RTAs, 2 MIS Executives, and 2 Team Leaders) across Mumbai and Hyderabad, ensuring optimal staffing, real-time efficiency, and reporting for a US ISP account spanning 4 LOBs and 1,200+ employees.
• Design and implement resource models, forecasts, and scheduling strategies to meet client requirements and optimize profitability.
• Align workforce plans with business goals and budget constraints.
• Identify and address behavioral and operational issues (e.g., schedule adherence, utilization, productivity) through continuous improvement initiatives.
• Partner with GMs, Operations Managers, and Clients to ensure contracted service levels are achieved and resolve delivery issues.
• Develop budget assumptions, future resource requirements, and capacity (FTE & space) plans to support training, recruitment, and accurate client billing.
• Provide actionable insights to operations leadership for continuous improvement.

Business Partner - Comcast Corp :: US Chat Process

• Motivating, developing, counseling and appraising team/members so that their individual and team performance meets the required standard of the business.
• Floor walking regularly to supervise, coordinate and monitor the activities of advisors/SMEs to ensure prompt, courteous and accurate response to customers.
• Tracking and analysis of performance metrics to identify trends and address performance gaps by formulating action plans and follow-ups to bridge the shortfall and continuous improvement in underperforming KPIs.
• Providing guidance and support to the team, including training, feedback, coaching, and performance evaluations, empowering employees with the necessary skills and knowledge to perform their roles effectively.

Business Partner - Hewlett Packard :: US Voice Process

• Managed a team of 20 associates, ensuring that they give the right resolution to the customer and provide superlative customer experience on every call.
• Led NPS, FCR, Rev-Gen, AHT, production hours, idle %, and absenteeism on a real-time basis.
• Conducting regular audits to maintain high service quality.
• Organized daily and weekly team meetings to update the associates on any process changes, quality issues and team SLAs.

Business Partner - AT&T Inc :: US Voice Process

• Handled a team of 12 CSAs and motivated them to achieve the team's KPIs (Client Targets and Quality Parameters).
• Monitored team's performance and coached them to enhance their performance.
• Handled any escalation that an advisor was unable to handle, solved process related queries, complex issues and grievances of the customers.
• Managed team's shrinkage and contributed towards low attrition numbers.

Business Partner - British Telecom :: UK Voice Process

Business Partner - Dell Technologies :: US Voice Process

Business Partner - Dell Technologies :: US Voice Process