Taj Anwar Email & Phone Number

Kolkata, West Bengal, India

India

Customer 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.

Service 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

Kolkata 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

Kolkata 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

Kolkata 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

Digital Marketing, Digital Marketing, Product/Services - Google, Social Media, Analytics Etc

Master Of Business Administration (Mba), Marketing/Marketing Management, General

M.Com, Commerce

B.Com, Business/Commerce, Hons