Team Leader- MIS
Digicon Technologies Ltd.
Total years of experience :16 years, 4 Months
# Manage all data of different business Processes
# Prepare daily and monthly productivity reports
# Prepare agents roster for duty with respect to incoming calls landing pattern analysis
# Analysis of agent`s performance data and prepare Agent Performance Report
# Analysis of data by various metrics to generate different dashboards
# Design and develop various types of reports as per management's requirement
1.Disseminate information to the staff to ensure correct updates to the customers.
2 .Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved and work towards reduction of repeat calls.
3.Monitor and evaluate the performance of team Agents and provide them with the feedback.
4.Resolve escalated customer issues that are not being solved by the inbound Agents.
5.Conduct monthly job related quiz for the inbound call centre agent, prepare monthly score cards and present it to the call centre management.
6.Audit call and system workflows and submit report to Manager CRM.
7.Suggest innovative ways to improve work processes and technology.
8.Monitor the breaks, log in / logout schedules of staff along with occupancy status.
9.Prepare and submit monthly reports.
Customer Relationship Office ( October 01, 2011 - Continuing)
Digicon Technologies Ltd.
Company Location : Dhaka
Work Station: Dhaka
Department: Customer Care
Duties/Responsibilities:
1.To provide highest quality of service to the customers over the phone;
2.To keep updated with the latest information about the products, policies and procedures of the company in order to handle customer queries and complaints effectively and efficiently;
3.Perform other duties as assigned.
Customer Service Executive ( June 14, 2009 -September 30, 2011)
Airtel Bangladesh Ltd.
Company Location : Dhaka
Work Station: Dhaka
Department: Customer Care
Duties/Responsibilities:
1.To provide highest quality of service to the customers over the phone;
2.To keep updated with the latest information about the products, policies and procedures of the company in order to handle customer queries and complaints effectively and efficiently;
3.Perform other duties as assigned.
Telesales Agent ( January 21, 2008 - May 04, 2009)
City Cell(PBTL)
Company Location : Dhaka
Work Station: Dhaka
Department: Customer Care
Duties/Responsibilities:
Contact with customer over phone, inform about product, package, special offers and to convince to buy product.
Economics is a core subject.Every person's every step deals with economics.I choose economics as my major because i believe i can understood economics and utilizes this at my personal also professional life.