• Responsible for optimizing workforce efficiency and ensuring alignment with organizational goalsand objectives.• Analyze historical and real-time data to forecast workload demand and staffing requirements.• Conduct thorough analysis of processes, systems, and data to identify opportunities forimprovement.• Perform feasibility studies and cost-benefit analysis to evaluate proposed solutions.• Support operation by combining analytical prowess with real-time adaptability,… Show more • Responsible for optimizing workforce efficiency and ensuring alignment with organizational goalsand objectives.• Analyze historical and real-time data to forecast workload demand and staffing requirements.• Conduct thorough analysis of processes, systems, and data to identify opportunities forimprovement.• Perform feasibility studies and cost-benefit analysis to evaluate proposed solutions.• Support operation by combining analytical prowess with real-time adaptability, client-centricity,and cross-functional collaboration to drive organizational success.• Develop and maintain accurate workforce forecasts and schedules to meet service level goalsand operational targets.• Identify trends, patterns, and opportunities for process improvement to enhance workforceperformance.• Generate reports and dashboards to communicate workforce performance and trends tomanagement.• Provide recommendations for staffing adjustments, training initiatives, and resource allocationbased on data analysis.• Monitor key performance indicators (KPIs) related to workforce productivity, efficiency, andservice quality.• Conduct thorough analysis of existing systems, processes, and workflows to identifyopportunities for improvement.• Participate in project planning, estimation, and risk management activities as needed. Show less

• Overseeing the day-to-day operations of the call center, which includes acquiring equipment, strategic resource planning, and implementing effective call center strategies.• Conducting needs assessments, performance evaluations, and cost/benefit analyses.• Establishing and achieving performance targets for speed, efficiency, sales, and quality.• Ensuring the updating and recording of all relevant communications, records, and data.• Collaborating with supervisors, team leaders,… Show more • Overseeing the day-to-day operations of the call center, which includes acquiring equipment, strategic resource planning, and implementing effective call center strategies.• Conducting needs assessments, performance evaluations, and cost/benefit analyses.• Establishing and achieving performance targets for speed, efficiency, sales, and quality.• Ensuring the updating and recording of all relevant communications, records, and data.• Collaborating with supervisors, team leaders, operatives, and third parties to gather information andresolve issues.• Staying informed about industry developments and actively participating in networks.• Monitoring random calls to enhance quality, minimize errors, and track operative performance.• Coordinating staff recruitment, including drafting vacancy advertisements and collaborating with HR staff.• Assessing staff performance, identifying training needs, and planning training sessions.• Recording statistics, user rates, and center performance levels, and preparing comprehensivereports.• Addressing the most complex customer complaints or inquiries.• Organizing staffing logistics, including shift patterns and determining the necessary workforce to meet demand.• Providing coaching, motivation, and retention strategies for staff, along with coordinating bonus,reward, and incentive schemes. Show less

• Lead a team responsible for delivering comprehensive online services across platforms such asFacebook, Email, Online Chat, Online Care, and Service App.• Ensure consistent and timely online customer service on various channels to uphold the brand's value in the digital landscape.• Establish key performance indicators (KPIs) to streamline and expedite customer issue resolution.• Develop action plans for individuals and the team to enhance the organization's online presence and… Show more • Lead a team responsible for delivering comprehensive online services across platforms such asFacebook, Email, Online Chat, Online Care, and Service App.• Ensure consistent and timely online customer service on various channels to uphold the brand's value in the digital landscape.• Establish key performance indicators (KPIs) to streamline and expedite customer issue resolution.• Develop action plans for individuals and the team to enhance the organization's online presence and improve customer service.• Facilitate information escalation to relevant stakeholders.• Strategize and promptly execute plans to address crises or challenging situations in the onlinedomain.• Engage in regular information sharing with the management team, actively contributing toonline and social media action plans while maintaining operational effectiveness.• Participate in the recruitment process, serving as an assessor in interviews, and conducting necessary evaluations.• Provide insights into the development and simplification of service modalities. Show less

•Formulates a comprehensive business plan and sales strategy for the market, ensuring theachievement of company sales objectives and profitability.• Holds accountability for the performance and professional development of the Executives.• Develops action plans at both individual and team levels to enhance the effectiveness in the pursuit of sales leads and prospects.• Initiates and coordinates the development of strategic action plans.• Conducts individualized reviews with… Show more •Formulates a comprehensive business plan and sales strategy for the market, ensuring theachievement of company sales objectives and profitability.• Holds accountability for the performance and professional development of the Executives.• Develops action plans at both individual and team levels to enhance the effectiveness in the pursuit of sales leads and prospects.• Initiates and coordinates the development of strategic action plans.• Conducts individualized reviews with all Executives, fostering improved communication,understanding training and development needs, and providing insights for enhancing the sales andactivity performance of the team.• Offers timely feedback to senior management regarding overall performance.• Executes recruitment processes, inclFormulates a comprehensive business plan and sales strategy for the market, ensuring the achievement of company sales objectives and profitability.• Holds accountability for the performance and professional development of the Executives.• Develops action plans at both individual and team levels to enhance the effectiveness in the pursuit of sales leads and prospects.• Initiates and coordinates the development of strategic action plans.• Conducts individualized reviews with all Executives, fostering improved communication,understanding training and development needs, and providing insights for enhancing the sales andactivity performance of the team.• Offers timely feedback to senior management regarding overall performance.• Executes recruitment processes, including testing and hiring Account Executives based on criteriaestablished by senior management. Show less

• Oversee and maintain the Customer Service database to ensure accuracy and efficiency.• Conduct detailed analysis and generate reports for Recruitment, Attrition, and Performance metrics.• Implement the Performance Recognition Process to acknowledge and reward outstandingperformance.• Manage both planned and ad-hoc events for Customer Service, such as Inform & Involve sessionsand Family Day.• Address employee issues related to compensation management and contract… Show more • Oversee and maintain the Customer Service database to ensure accuracy and efficiency.• Conduct detailed analysis and generate reports for Recruitment, Attrition, and Performance metrics.• Implement the Performance Recognition Process to acknowledge and reward outstandingperformance.• Manage both planned and ad-hoc events for Customer Service, such as Inform & Involve sessionsand Family Day.• Address employee issues related to compensation management and contract administration.• Serve as an assessor for recruitment and selection processes within the Customer Servicedepartment.• Coordinate and facilitate both internal and external recruitment and selection activities. Show less

• Provide one-stop quality Customer Service over phone to ensure positive customer experience.• Proactively aware/inform customers regarding our products/service• Sell through inbound and outbound contacts• Capture customer insights and escalate critical issues / complaints and provide timely feedback• Maintain targeted KPI on a regular basis• Serve customers with helping attitude to play a significant role in customer satisfaction, retention, and acquisition to enhance… Show more • Provide one-stop quality Customer Service over phone to ensure positive customer experience.• Proactively aware/inform customers regarding our products/service• Sell through inbound and outbound contacts• Capture customer insights and escalate critical issues / complaints and provide timely feedback• Maintain targeted KPI on a regular basis• Serve customers with helping attitude to play a significant role in customer satisfaction, retention, and acquisition to enhance Grameenphone's brand image.Beside This I also engaged in different project-1. Participated more than 15 UAT project.2. Data Optimization Project.3. Worked with Product team and Co ordination team regarding new product and Campaign. Show less