Operations Manager

• Sep 2021 - Present

• Operational and executive responsibility for the implementation of the optimal SL and procedures• Planning the staffing of the Contact Center taking into account the assumed profitability, SL and forecast traffic• Preparation of reports, analyzes and forecasts for the needs of Contact Center Area and Controlling Departament• Optimization of operating costs, maintaining the profitability of the service• Maintaing positive relation with Customer• Operational management of a team of Team Managers and Consultants• Monitoring the development of competences, planning and conducting periodic assessments the work of subordinate team, planning career paths togehter with HR Department Show less

Business Line Manager

• Apr 2019 - Sep 2021

Senior Team Manager

• Apr 2018 - Apr 2019

• Managing a subordinate team to maintain the operational parameters required by the Client,• Responsibility for the implementation of optimal operational and quality results and procedures agreed for the project,• Managing internal call center projects along with support of the main business line,• Real time management and planning the staffing of subordinate team• Preparation of quality and efficiency reports according to the Customer's requirements• Training and development of subordinate team members Show less

Project Coordinator

• May 2017 - Apr 2018

• Managing a subordinate team to maintain operational parameters required by the client• Responsibility for the delivery of optimal operational and quality results and procedures agreed for the project• Planning call center staffing, taking into account assumed parameters and forecasted traffic• Preparation of quality and efficiency reports according to the client's requirements and for internal company needs• Training and development of subordinate staff: conducting trainings, feedbacks and coachings Show less

Team Manager

• Aug 2015 - May 2017

• Responsibility for the performance of subordinate team members with particular emphasis on quality, productivity, customer service standards and work discipline• Supervision of Teammates' work through call assessment and individual presentation of monitoring results• Participation in the onboarding process of new Teammates and monitoring their work progress• Evaluating the work of the team and making personnel decisions within the group• Coordinating and supervising the work of the team responsible for social media customer service,• Real time management (attendance, breaks, discipline, task allocation) Show less

Customer Service Representative

• Sep 2012 - Jul 2015

• Communicating with customers on phone channel,• Acknowledging and resolving customer complaints,• Taking part of new hired Employees onboarding process,• Supporting colleagues in solving more complex cases.