Experience

atlantis telecom, atlantis software
• Czechia
• Telecommunications
• 1 - 100 Employee
• Project And Process Manager

  • Oct 2019 - Present


Czech Airlines Handling

• Czechia
• Airlines and Aviation
• 1 - 100 Employee

• Manager of Projects and Contact Centre

  • Jun 2016 - Apr 2019

  - managing outsourced contact center operations for 4 clients from the Airline, Tourism& Wellness Business- leading a team of 70+ employees working in 24/7h/7 languages operations- meeting contact center SLA´s; setting, reviewing and monitoring of KPI´s- analyzing and optimizing contact center processes and performance; identifying and resolving problems; coordinating/conducting regular quality and performance audits- key account management for the outsourcing clients- annual budget planning and forecasting; meeting financial objectives; analyzing and initiating corrective actions; scheduling expenditures- planning and monitoring of HR recruitment- contact center performance reporting and forecasting for the outsourcing clients and the Board- development, implementation and administration of omnichannel contact center technology Show less

• Project and Process Support Specialist

  • Jan 2012 - May 2016

  - development, implementation and administration of omnichannel contact center technology (FrontStage/Atlantis)- monthly shift planning of 24/7, 7 languages contact center operations (WFM System AristoTelos)- development and administration of contact center knowledge base (SharePoint based)- recruitment and training of new employees

• Contact Center Agent

  • Aug 2005 - Dec 2011

  - airline customer specialist with English and Italian- GDS Amadeus proficiency- helpdesk for Travel Agents