Aleem leads daytime call handling across the UK desks. He handles the account and corporate booking work — the jobs with rules attached, where getting the pickup point or the meet-and-greet wrong costs a contract.

He also runs call quality reviews, listening back to a sample every week and coaching the team on the calls that could have gone better.

What Abdul owns

• Daytime UK call handling
• Corporate and account bookings
• Call quality reviews and coaching
• Booking accuracy and repeat-call reduction