Taj Anwar Email and Phone Number
Taj Anwar work email
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Taj Anwar personal email
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Service Oriented, Business Driven, highly energized and motivated individual with blend of task and people management.18+ years of rich experience in leading various elements of customer servicing at National and regional level, like Contact center, Automated Help services, Email and Chat Bots, RPA, IVR etc. Company wide customer base Complaint management, Process excellence and re-design. Certified Six Sigma Black Belt professional, using Data analytic, Business & service inputs, expertise in driving various process, cost and service improvement projects.Proficient in partner management of Contact Centers, Voice & Non Voice, Field operation spread across multiple partners and locations, in various commercials and SLA Models.Familiar with Digital Tools platforms like Google, Facebook, LinkedIn, E-mail etc for Marketing and Service.Digital Marketing certification from XLRIReceived various Awards and recognition –CX leader of the year, National Best TQM Project, National Award of Driving Customer centricity, Training Manager and Team Nationally Innovation Solution Digitization of E2E SIM exchange via App etc.Passionate to deliver value addition to the organization as most efficient customer service professional with best of my ability, and constant learning & innovation.
Vodafone Idea Limited
View- Website:
- vodafoneidea.com
- Employees:
- 9321
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Vice President Customer Service Operations East ClusterVodafone Idea Limited Apr 2023 - PresentKolkata, West Bengal, India
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Vice President- National Cs Operational Head - Back OfficeVodafone Idea Limited May 2020 - May 2023IndiaCustomer Experience & Partner Operation Management – Social Media, Chat, E-MailsEnsuring delivery of service KPIs – Response time -Service Level, Customer Feedback Scores, First time right %Planning & forecasting for these channels. Partner Management on Technology, People, Governance, Reviews and contracts/invoices. Competition Benchmarking, exploring opportunities and working with Development team/partners for digitization/automation of identified customer journeys and intents to Chat bot and e-mail bots.Problem Solving & Analytics: Complaints ManagementManagements for complaints received across Channels Call center, Retails, Digital MediumsEnsure Timely resolution of Complaint and Request via partners and various functional teams like Marketing, Network Finance and Retail & Field.Administer regular root cause analysis taking timely corrective actions and sharing details recommendations for process improvements to stakeholders thus ensuring complaints per customer is improving, Ensuring compliance on Quality of Service parameters as per regulatory bodies like TRAI/DOT.
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General ManagerVodafone Idea Limited Jan 2014 - Apr 2020Service Operation ManagementContact Centers – Inbound Customer care, Channel Helpline, On boarding Call Center, Outbound call centers Ensuring delivery of various customer care KPIs – Call forecast, Service Level, TNPS, First time right %, Call Quality Differential servicing & Optimization of Serving cost with constant identification of pain areas of customers, working for solutions in liaison with various stake holders, technology teams.Upselling from contact center on right products, capitalizing the transactions to generate revenue.Process improvement, excellence & Managing ChangeDriving Customer Centricity in the region and administer Customer Research and surveys.To drive processes as per ISO & TRAI regulatory norms. Upkeep and utilization of KnowledgeManagement Portal, a front end team encyclopedia for handling customer’s queries.Establish controls, check and balances on 250+ SOPs. Training & Coaching design for new changes and close loop for product correction
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Manager/Sr Mananger - Customer Acquisition Tangent – Field OperationsIdea Cellular Ltd Nov 2012 - Jan 2014Kolkata Area, India*Filed Operation Management*Business Vendor Management & compliance, E2E activation journeyLarge Team Size of 350+ spread across 35 locations, length & breadth of rural and urban market,From rank 18 to Top 3 best among the industry for WBK. CAF Scanning & Central Image Repository & Document Management.*People Management*Checking Productivity and Quality of approvals done by them as final check. Learning and Development of team via training and coaching. Remote monitoring model, redundancy plan etc*Inter personal Skills & Solution Building*Regular Liaison with zonal Sales Team on CAF compliance.Close co-ordination with IT for various location connectivity, CRM and Infra Back bone for operation. Benchmarking with competition in different markets and regular up gradation of process to provide best in class service. Solution/Automation to track pendency, fastest TAT in country, prediction model for bulk/rejection -
Head - Inbound Operation, Customer CommuncatioIdea Cellular Ltd Jul 2009 - Oct 2012Kolkata Area, India*Call Center Operational Management* Call Center defined KPIs – Service Levels, AHT, Capacity planning *Customer Experience* Call Quality Improvement by Super Audits, Benchmarking, Feedback & Review mechanism, and customer journey pain points identifications and corrections with help of other departments.*Cost Control & Revenue* Regular monitoring of cost against budget, planning/implementation of new strategies, process corrections, improvisations for call reductions. Upselling on calls for revenue generation
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Head - Training, Ttsl Project KolkataAegis Bpo Services Limited., (An Essar Enterprise) Sep 2005 - Jul 2009Kolkata Area, India*People Management* a) Managing Team of 12 trainer & 4 SME’s b) Training resource utilization & training efficiency by training audits c) Train the trainer & performance programs*Training Governance*a) Preparing Training Budget & Training calendar b) Identification of Training Needs & Analysis c) Internal and external reviews/presentations*Training Delivery* Managing Training requirements New Hire Training, Refreshers, Assessments, Assisting in Designing of Various Training Modules. Training delivery on various product, process, behavior & Soft skills training
Taj Anwar Skills
Taj Anwar Education Details
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Digital Marketing, Product/Services - Google, Social Media, Analytics Etc -
IcfaiMarketing/Marketing Management, General -
Commerce -
Business/Commerce, Hons
Frequently Asked Questions about Taj Anwar
What company does Taj Anwar work for?
Taj Anwar works for Vodafone Idea Limited
What is Taj Anwar's role at the current company?
Taj Anwar's current role is Vice President Customer Service Operations East Cluster @ Vodafone Idea Limited | Black Belt Six Sigma, Design Thinking.
What is Taj Anwar's email address?
Taj Anwar's email address is ta****@****dea.com
What schools did Taj Anwar attend?
Taj Anwar attended Xlri Jamshedpur, Icfai, Annamalai University, University Of Calcutta.
What skills is Taj Anwar known for?
Taj Anwar has skills like Mis, Bpo, Vendor Management, Team Management, Call Center, Employee Engagement, Sla, Performance Management, Process Management, Telecommunications, Crm, Process Excellence.
Who are Taj Anwar's colleagues?
Taj Anwar's colleagues are Ajay Singh Tomar, Sandeep Gupta, Ved Prakash Mishra, Santu Sahani, Rohan Bhattacharya, Multani Shahrukh, Siddhartha Ghosh.
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