Operational Leadership - Mohamed Bhimji https://mohamedbhimji.com/category/operational-excellence/operational-leadership/ Innovative Leader in Strategy, Operations, and Scaling Support Functions | Enhancing Customer Experience to Fuel Growth and Optimize Efficiency | Dedicated to People-Centered Leadership, Focused on Coaching, Mentoring, and Team Development Fri, 09 Oct 2026 06:55:04 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.3 https://mohamedbhimji.com/wp-content/uploads/2024/09/cropped-DALL·E-2024-09-12-09.08.32-A-clean-and-minimalist-site-icon-for-a-personal-website-featuring-the-letters-MB-or-RB.-The-design-should-be-simple-modern-and-professional-wi-32x32.webp Operational Leadership - Mohamed Bhimji https://mohamedbhimji.com/category/operational-excellence/operational-leadership/ 32 32 Leading Change Before I Knew What ADKAR Was https://mohamedbhimji.com/leading-change-before-i-knew-what-adkar-was/?utm_source=rss&utm_medium=rss&utm_campaign=leading-change-before-i-knew-what-adkar-was https://mohamedbhimji.com/leading-change-before-i-knew-what-adkar-was/#respond Wed, 14 Oct 2026 12:00:53 +0000 https://mohamedbhimji.com/?p=753 Reading Time: 4 minutesHow three operational changes in a 24/7 contact centre taught me that successful transformation is as much about people as it is about processes. Years ago, while serving as Director of Customer Support & Field Operations at InComm, I led…

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]]> https://mohamedbhimji.com/leading-change-before-i-knew-what-adkar-was/feed/ 0 Buy, Build, or Integrate? Choosing the Right AI Property Maintenance Strategy https://mohamedbhimji.com/buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy/?utm_source=rss&utm_medium=rss&utm_campaign=buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy https://mohamedbhimji.com/buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy/#respond Thu, 03 Sep 2026 12:00:08 +0000 https://mohamedbhimji.com/?p=688 Reading Time: 7 minutesOver the course of this series, I started with a simple question from a property manager: How can AI help manage dozens of maintenance requests across multiple large residential buildings? At first, the problem looked like an email problem.  It wasn’t.…

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]]> https://mohamedbhimji.com/buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy/feed/ 0 Build vs. Buy: What Does AI Property Maintenance Software Actually Cost? https://mohamedbhimji.com/build-vs-buy-what-does-ai-property-maintenance-software-actually-cost/?utm_source=rss&utm_medium=rss&utm_campaign=build-vs-buy-what-does-ai-property-maintenance-software-actually-cost https://mohamedbhimji.com/build-vs-buy-what-does-ai-property-maintenance-software-actually-cost/#respond Mon, 31 Aug 2026 12:00:55 +0000 https://mohamedbhimji.com/?p=678 Reading Time: 10 minutesOver the previous parts of this series, I’ve approached the property-maintenance problem from both directions. First, I looked at existing software.  Then I designed the high-level custom system I would build if an organization decided it didn’t need another full property-management…

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]]> https://mohamedbhimji.com/build-vs-buy-what-does-ai-property-maintenance-software-actually-cost/feed/ 0 From AI Triage to Contractor Dispatch: Designing the Human Approval Layer https://mohamedbhimji.com/from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer/?utm_source=rss&utm_medium=rss&utm_campaign=from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer https://mohamedbhimji.com/from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer/#respond Fri, 28 Aug 2026 12:00:57 +0000 https://mohamedbhimji.com/?p=675 Reading Time: 8 minutesIn the previous part of this series, I designed the front half of a custom AI-powered maintenance system. The system could: Receive requests by email or web form Understand what the resident is reporting Identify the property and location Categorize…

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]]> https://mohamedbhimji.com/from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer/feed/ 0 How I Would Build an AI Property Maintenance Request System https://mohamedbhimji.com/how-i-would-build-an-ai-property-maintenance-request-system/?utm_source=rss&utm_medium=rss&utm_campaign=how-i-would-build-an-ai-property-maintenance-request-system https://mohamedbhimji.com/how-i-would-build-an-ai-property-maintenance-request-system/#respond Wed, 26 Aug 2026 12:00:12 +0000 https://mohamedbhimji.com/?p=672 Reading Time: 8 minutesIn the previous part of this series, I looked at five existing platforms that could help solve the property-maintenance problem: Property Meld, Entrata, AppFolio, Building Engines and Zendesk. There are good reasons to buy rather than build. But let’s suppose the…

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The post How I Would Build an AI Property Maintenance Request System appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/how-i-would-build-an-ai-property-maintenance-request-system/feed/ 0 AI Property Maintenance Software: 5 Platforms Worth Evaluating https://mohamedbhimji.com/ai-property-maintenance-software-5-platforms-worth-evaluating/?utm_source=rss&utm_medium=rss&utm_campaign=ai-property-maintenance-software-5-platforms-worth-evaluating https://mohamedbhimji.com/ai-property-maintenance-software-5-platforms-worth-evaluating/#respond Mon, 24 Aug 2026 12:00:51 +0000 https://mohamedbhimji.com/?p=669 Reading Time: 10 minutesIn the first part of this series, I looked at a question posed by a property manager managing several large residential buildings: How could AI help deal with the dozens of maintenance calls and emails that arrive every day? The…

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The post AI Property Maintenance Software: 5 Platforms Worth Evaluating appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/ai-property-maintenance-software-5-platforms-worth-evaluating/feed/ 0 From Chaos to Clarity: The 5-Step Framework to Fix Broken Customer Operations https://mohamedbhimji.com/from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations/?utm_source=rss&utm_medium=rss&utm_campaign=from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations https://mohamedbhimji.com/from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations/#respond Tue, 30 Jun 2026 19:40:15 +0000 https://mohamedbhimji.com/?p=585 Reading Time: 6 minutesIt’s 8:00 AM on a Monday. You walk into the office, coffee in hand, ready to tackle the week’s strategic priorities. But before you even sit down, your inbox is already flashing red. Dozens of escalations from the weekend. Critical…

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]]> https://mohamedbhimji.com/from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations/feed/ 0 The “Last 30 Days” Trap: How I Learned to Beat Recency Bias in Performance Reviews https://mohamedbhimji.com/the-last-30-days-trap-how-i-learned-to-beat-recency-bias-in-performance-reviews/?utm_source=rss&utm_medium=rss&utm_campaign=the-last-30-days-trap-how-i-learned-to-beat-recency-bias-in-performance-reviews https://mohamedbhimji.com/the-last-30-days-trap-how-i-learned-to-beat-recency-bias-in-performance-reviews/#respond Wed, 24 Jun 2026 07:01:01 +0000 https://mohamedbhimji.com/?p=577 Reading Time: 3 minutesIt’s performance review season, and you’re staring at a blank document trying to evaluate your team.   You know a massive, project-saving win happened about several months ago. But for the life of you, you can’t remember the specifics. Meanwhile,…

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]]> https://mohamedbhimji.com/the-last-30-days-trap-how-i-learned-to-beat-recency-bias-in-performance-reviews/feed/ 0 Beyond the Buzzwords: A Practical Guide to WFM Metrics That Actually Move the Needle https://mohamedbhimji.com/beyond-the-buzzwords-a-practical-guide-to-wfm-metrics-that-actually-move-the-needle/?utm_source=rss&utm_medium=rss&utm_campaign=beyond-the-buzzwords-a-practical-guide-to-wfm-metrics-that-actually-move-the-needle https://mohamedbhimji.com/beyond-the-buzzwords-a-practical-guide-to-wfm-metrics-that-actually-move-the-needle/#respond Thu, 07 May 2026 07:00:32 +0000 https://mohamedbhimji.com/?p=503 Reading Time: 5 minutesWhy Your Contact Center Keeps Missing SLAs (And How Forecasting, Occupancy & Shrinkage Hold the Answer) You’ve hired great people. You’ve invested in the latest CRM. Your team works hard. Yet somehow, you’re still missing SLAs, burning out agents, or…

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The post Beyond the Buzzwords: A Practical Guide to WFM Metrics That Actually Move the Needle appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/beyond-the-buzzwords-a-practical-guide-to-wfm-metrics-that-actually-move-the-needle/feed/ 0 How to Measure Email & Chat Support: The Metrics That Actually Matter https://mohamedbhimji.com/how-to-measure-email-chat-support-the-metrics-that-actually-matter/?utm_source=rss&utm_medium=rss&utm_campaign=how-to-measure-email-chat-support-the-metrics-that-actually-matter https://mohamedbhimji.com/how-to-measure-email-chat-support-the-metrics-that-actually-matter/#respond Tue, 28 Apr 2026 19:33:15 +0000 https://mohamedbhimji.com/?p=448 Reading Time: 4 minutesAbout six-months ago, I was brought in by a mid-market retailer—let’s call them Meridian Commerce—that supported customers across phone, email, and chat. Their support leaders had dashboards. Their agents were busy. And yet, nobody felt the operation was healthy. As…

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The post How to Measure Email & Chat Support: The Metrics That Actually Matter appeared first on Mohamed Bhimji.

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