Nur-A-Jannat R. Email and Phone Number

“NEXT Ventures”, is a digital business group operating from Bangladesh, with 5 global registered offices in multiple countries including USA, UAE and UK. We aim to build exceptional experiences and futuristic solutions for global audience. Through our multiple products and services, NEXT Ventures is already serving 20,000+ clients from 100+ countries.

• Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs). • Preparing reports for the Line Manager on performance against these KPIs.• Ongoing coaching and development of my team.• Ongoing motivation of my team to ensure a positive mindset and customer-focused attitude remains throughout.• Floor supervision: Answering representatives' questions, guiding them through difficult issues, diffusing angry customers, or managing issues that cannot be fielded by representatives.• RCM: Checking replies of email/Chat and giving feedback to Agents on how they can improve.• Identifying and addressing any people issues, and being a pillar of support for team members.• Attending huddles. Having "huddles" with the agents. Preparing Rosters. Managing overtime.• Completing tasks, assigned by the superiors.• Apart from leading with proper guidance to my entire digital team, I have also played an active role in new agent recruitment.• I have successfully completed my duty as a line manager for new agent recruitment along with ensuring their proper training and learning to be a moderator and helping seniors.• Also, I am good at planning work strategies to achieve the target with a better score.• To prepare test paper & check assessment test of the candidate• Proceed for the interview with the candidates (in the past 2 years, approx 900++)• On-boarding & Off-boarding the employees• On the Job training-assessment-evaluation• Employment performance evaluation for extension or elimination of the job contract duration• Maintaining employee daily attendance-leave-progress track• Conducting meetings with relevant departments & Regional teams to keep track as per the company standard• Daily-Weekly-Monthly-Quarterly employee & team scorecards preparation and assessment. • To maintain and boost a casual formal work environment including employee behavior-etiquettes-culture