Director

• Aug 2022 - Present

Head Of Enabler

• Apr 2022 - Aug 2022

Voice Of Customer Management:Complaint Management: Ensure complaints are solved within SLA Proactive communication to unsolved issues customers Business SLA Health CheckCustomer Voice: NPS Score Improvement - Score/Area and maintain Initiatives to improve and result FGD with Customers Market Visit Ensure Voice of Positive customers shared to LoBCampaign and Communication: FAQs are ready 100% Ensure 100% of stakeholders are communicated in due time Training completed for all relevant stakeholdersProcess Development: Ensure 100% customer journey mapping and documentation for all LOB Ensure 100% customer experience mapping and documentation for all LOB Existing Process Audit, Remove redundant steps and simplify the processReporting & Forecasting:Reporting and Follow-up All Dashboard need to ensure on-time Agent Performance Report needs to ensure on time Recommend changes within 2 hours to achieve ACR, SL Reporting Quality Deliver stakes required report on time Forecasting and Roster Forecast and Plot human resources for optimum efficiency Manage Crisis to maintain SL and ACR for all channels Daily observations regarding Operations, Business KPI & Agent performance Mystery audit for operational health check-up Facilitate agents to get Training and updates Show less

Head Of Voice Of Customer Management (VOCM),CEX

• Jan 2022 - Mar 2022

Complaint Management: Ensure complains are solved within SLAProactive communication to unsolved issue's customersBusiness SLA Health CheckCustomer Voice: NPS Score Improvement - Score/Area and maintainInitiatives to improve and resultFGD with CustomersMarket VisitEnsure Voice of Positive customers shared to LoBCampaign and Communication:FAQs are ready 100%Ensure 100% stakeholders are communicated in due timeTraining completed for all relevant stakeholdersProcess Development:Ensure 100% customer journey mapping and documentation for all LOBEnsure 100% customer experience mapping and documentation for all LOBExisting Process Audit, Remove redundant steps and simplify process Show less

Head of Digital Channels,CEX

• Sep 2020 - Jan 2022

Bringing Positive Customer experience due to stakeholder and system dependency; escalating to concern end on time.Keeping employee morale & motivation high at Customer Experience; by arranging team building, 1to1 session, formal-informal gathering, coaching & guiding.Managing stress due to high call pressure & job pattern; by providing planned & unplanned breaks, counseling & arranging a session on stress managementSet the right SQI target for teams and ensure achievement. Also, proper follow-up and feedback to the agents to improve SQI.Arranging Training for agents to ensure quality standards set by the quality controller.Cross-check daily performance report of last day (adherence, SQI, login-logout, RTC accuracy).Team performance analysis/sharing/follow-up with the team.Information Sharing/Business Feedback/Critical Feedback through ad-hoc, monthly (e.g. one-to-one), quarterly, and annual dialogue session.Maintain & Follow Leave Status of individual as well as a team and also arrange resources for crisis days (like strike, promotional activity, Govt. Holidays).Do necessary approval of different access and requisition request on-time. Communication with stakeholders for different operational issues.Cross-check the calculated monthly salary and send it to the concerned person.Be part of the recruitment process of Customer Experience, act as an assessor in the interview sessions, and also conduct other evaluations as required.Provide necessary administrative supports to the team captains and agents.Involve in the different projects and development initiatives relevant to CS.Training Need Analysis and recommend the training to enhance job knowledge.Involvement in active training sessions for staff development.Giving Inputs on Service modality development and simplification.Floor operation monitoring.Escalate different problems to stakeholders.Circulate different updates and feedback on time. Show less

Director Of Operations

• Jan 2019 - Aug 2020

• Ensure agreed strategies are implemented and compliance with regulatory authorities is maintained • Establish short- and long-term goals for the organization • Advise a company on the impact of long-range planning and new business ventures • Participate in the development of a company or organization’s plans and programs as a strategic partner • Enhance, develop, implement and enforce policies and procedures of the organization that will improve its overall operation and effectiveness • Maintain awareness of the competitive landscapes, opportunities for expansion, customers, markets, and new industry developments and standards • Provide leadership to staff and educate them on business objectives to enhance employee performance • Hire, evaluate and provide professional development opportunities for the company’s senior management team • Monitor the needs of company partners, the board of directors and stakeholders • Remain well-informed about industry trends or changes • Provide strategic financial input and leadership on decision-making issues affecting a company or organization • Provide patrons to a company or organization with effective service • Find strategies to reduce price risk on agricultural commodities • Look at the impact of pests, disease and ecological factors • Use agricultural data and government agency reports • Develop weather forecasts and financial forecasts for farmers • Monitor commodity prices and potential threats to prices • Provide daily or weekly credit and risk reports to clients based on their needs • Conduct market research on best practices, competitive landscape and new hedging tools Show less

Manager, Customer Service, Customer Experience and Service

• Feb 2011 - Dec 2018

Responsibilities• Contribute in delivering core business results of Grameenphone Customer Service in terms of number of answer calls, average waiting time and service quality through a team of 25 members. • Be partly responsible for revenue generation through upselling & cross selling of different solutions to customers (Internet, VAS).• Responsible to manage floor operation in a 24*7 setup call center.• Coach, train, guide and develop team members to achieve their targets• Participate of new recruitment and provide fundamental training for the readiness of new hiring agents. Also provide development training for the onjob agents.Achievement Best Team Leader for two times Best Incremental Sales Team. Show less

Senior Executive, Recruitment & Employee Involvement, People Management

• Dec 2008 - Jan 2011

Responsibilities• Responsible to recruit 300plus call center agents through a gregarious screening process in a year from a pool of 10000plus applicants.• Execute monthly performance recognition process of 1500 employees• Responsible to facilitating internal talent management program• Plan and execute inhouse and external events of 1500 members of customer service team (20 events per year).• Customer Service Database maintain and forecasted manpower analysis• Execution of Employee events for Customer ServiceAchievement Six times best employee Show less

Officer, Work Force Management and Analysis

• Sep 2007 - Dec 2008

Responsibilities • Facilitate employment & contracts, maintain and retain the best • Systematic approach, actions and follow up to improve Internal Value Creation (IVC) and help to maintain a congenial work environment• Organize employee events, energizing sessions, develop employee welfare activities as a ‘voice of employee’, gather insight/pulse and bring Management attention on top concerns• Prepare and analysis Call Trend and Hourly Service Level with Manpower• Developing Comprehensive understanding of call center operationsAchievement Member of 1 cent project Show less

Customer Manager (Contractual), Call Management Center

• Feb 2007 - Aug 2007

Responsibilities Providing all kinds of telecommunication related service to the customers Developing Comprehensive understanding of call center operations Monitoring and supervising the ICMC as Shift Incharge EDGE Expert Team: Give support to ICMC members on critical EDGE problem HelpDesk: Critical problem solving and communicate with other concern units Prepare Roster for large number of employees (more than 450) in ICMC Ensuring regular transport for pick & dropAchievement Member of CMC turn around project , Efficient in Crisis Management Show less

Customer Manager (Part-Time), Call Management Center

• Sep 2005 - Jan 2007

 Providing all kinds of telecommunication related service to the customers Developing Comprehensive understanding of call center operations Monitoring and supervising the ICMC as Shift InchargeAchievement Efficient in Route and Roster Management