A B M Sajjad Kabir

Experience

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  Robi Axiata Limited

  May 2010 - Jul 2013

  Customer Service Executive, Market Operations

  Duties & Responsibilities as a Customer Service Executive: # Handled inbound customer queries by maintain quality of service & accuracy of information according to guide line. # Provide customer services which are related to the VAS (Value Added Service), as per management guidance. # Log complains in Complain Management System (CMS) & Keep records & take feedback after solution. # E-mail reply to customer. # SMS reply to customer. # Facebook (Fan page) reply to customer according to customer query. # Highlight critical issue based on situation to Concern Unit. Show less

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  Genex Infosys Limited

  Aug 2013 - Jun 2019

  JD as POC and Operation Lead Of 333.gov.bd Supervise overall call/contact center all call center functions by giving necessary guideline to team. Responsible for managing both inbound and outbound calls so planning for roster based on call trend to ensure manpower operational objectives. Analyze call center metrics, service levels and other performance indicators and recommend initiatives to improve service levels, the work environment and to reduce expenses. Ensure service delivery according to Call Center SOP and update time to time if required. Guide calls center operation team accordingly to ensure First Call Resolution. Coordinate and maintain a good relation with others Team (IT team, HR Team, Admin Team). Maintained and designed reports for various call center metrics. Prepared periodic performance reports and forwarded it to senior management. Maintain a daily operational issues, update supervisors and team members on any incident that may have an impact on overall operations and customer experience. Responsible for the Quality Assurance Department and maintained both internal and client objectives. Ensured continuous training and feedback for designated teams to meet the goal. Coordinate among internal team under Customer Service department for complaint follow up, quality assurance and training issues. Arrange training for the newly recruited associates and guide the training team accordingly.  Setting targets for Team Leaders as well as motivating them to achieve those targets. Introduced NPS within inbound telephony team to assess customer satisfaction.Client Relationship Management: Keep close contact with clients on day-to-day technical and process issue. Escalate technical and support requirements to Concern department and inform management on any unplanned incidents affecting the overall customer experience. Maintain user credentials of 333 high official. Show less JD as Process Lead Of Samsung Bangladesh Ltd:Internal Business Process: Provide necessary guideline to the Team Member to ensure 100% customer satisfaction to all calls. Guide operations team to follow the planned strategies for First Call Resolution. Follow-up on employee attendance. Implementing management strategies for employee motivation and engagement as a operational head. Maintain a daily log of operational issues, update supervisors and team members on any incident that may have an impact on overall operations and customer experience. Ensure service delivery process and procedures are being implemented and followed properly at the operational level. Coordinate among internal teams under Customer Service department for complaint follow up, quality assurance and training issues. Arrange training for the newly recruited associates and guide the training team accordingly. Coordinate with admin & HR for operations.ID Management and Product Updates: Ensure Man power as per roster and take decision based on required man power.MIS/ Work Force Management Activity: Planning Shift timing and work force requirement for individual shifts according to call frequency trend analysis and any other planned operational issues.Financial Related: Meet Service Level, Answer Level, AHT and other business KPI which is related to Business KPI. Take initiative to achieve the target service level of the call center agreed standards.Process Matrix: Quality score, Agent utilization, Real Time Voice Queue Management (SLA), System Tagging Target, Qualitative Email Service, Tracking Overall Service.Client Relationship Management: Keep close contact with clients on day-to-day technical and process issue. Escalate technical and support requirements to Concern department and inform management on any unplanned incidents affecting the overall customer experience. Show less JD as Sr. Team Leader Of Samsung Bangladesh Ltd: Internal Business Process: Provide necessary/guideline to the Supervisor/Team Member to ensure 100% customer satisfaction to all calls.ID Management and Product Updates: Ensure Man power as per roster and take decision based on required man power.Financial Related: Meet Service Level, Answer Level, Average Handle Time and other business KPI which is related to Business KPI.Process Matrix: Quality score, Agent utilization, Real Time Voice Queue Management (SLA), System Tagging Target, Qualitative Email Service, Tracking Overall Service Of Service Center.Client Relationship Management: Keep close contact with clients on day-to-day technical and process issue. Show less JD as Process Team Leader Of Robi Axiata Ltd:  Handle a team. Responsible for day to day functioning/administrative work including floormanagement. Keep a track of agent’s performance & shares the feedback on regularbasis. Weekly review with team Members and draw plans for areas ofopportunity. Meet Average Handling Time (AHT) target as per process of the teamassigned. Roster & Absenteeism Management. Attrition Management. Taking escalated Supervisor’s calls. Meeting all the defined KPI’s for them (Attrition, Productivity, ProcessImprovement, Quality Parameters). Devise individual development plans for the agents for PerformanceEnhancement. Monitoring agent’s calls to provide feedback & Training. Ensure that the assigned targets in accordance with SLA are met. Ensure Attendance, Schedule Adherence and quality of the calls is incompliance with predefined parameters. Compile and provide the relevant process reports on a daily basis. Show less

  • Assistant Manager (Operation Lead)

    Oct 2017 - Jun 2019

  • Assistant Manager (Opeation In Charge)

    Jan 2017 - Oct 2017

  • Sr. Team Leader ( Call Center Operation )

    Sept 2016 - Dec 2016

  • Team Leader ( Call Center Operation )

    Aug 2013 - Aug 2016
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  Sheba.xyz

  Oct 2019 - Mar 2020

  Lead, Contact Experience
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  BKash Limited

  May 2020 - now

  • Customer Care Center In-Charge (Manager)

    May 2023 - now

  • Customer Care Center In-charge

    May 2020 - now