Bulgaria
As an experienced executive I'm passionate about driving growth, innovation, and positive change within the organizations I’m managing. With a deep understanding of business operations, finance, people management, marketing and strategy, I bring a unique perspective and a proven track record of success to the set of projects I have taken on. Throughout my career, I've honed my skills in strategic planning, market analysis, and project management, and I am proficient at cultivating strong relationships with clients, stakeholders, and team members. More than anything, I'm focused on people. I believe that an organization's greatest asset is its people, and as a leader, it's my responsibility to empower and inspire my team members to achieve their full potential and contribute to our collective success. As Managing Director, I'm also deeply committed to fostering a culture of collaboration and continuous learning within my organization. Whether through investing in employee training and development, creating cross-functional teams, or encouraging open communication and idea sharing, I believe in empowering my team members to achieve their full potential and contribute to our collective success.
• Develop and execute business strategies to achieve short and long-term company goals. • Oversee the company's business operations, financial performance and investments. • Research and implement new initiatives to drive revenue, lower operating costs while maintain quality products that are competitive • Continuous monitoring of the annual budget and ensure that revenue/sales targets are met. • Maintain positive and trust-based relations with business partners, key stakeholders, authorities and external service suppliers • Promote employee wellbeing initiatives and foster a diverse and positive working environment. • Keep all relevant stakeholders informed and inline with the company strategy and objectives. • Preparation of annual reports and attending/presenting at board meetings and company webinars.
▪ Support the local account owners in driving initiatives in their respective accounts on productivity, customer satisfaction, people development, quality control, etc. ▪ Support in building strong relationships among the functional teams and ensure they align with the business objectives of the Geo ▪ Develop a management structure that is ready to handle people and business growth, account and site level financial responsibilities and equipped for constant change ▪ Ensure all Site Operations follow a consistent management approach in line with Global Standards ▪ Nurture home grown talent across all functions at various levels of leadership to support growth of the site and the Geo ▪ Engage and develop a high quality relationship with the stakeholders in the site ▪ Implement Global initiatives, practices and policies and ensure the site complies with global standards on all aspects related to people, process and operational excellence ▪ Drive direct cost and indirect costs so as to ensure the site stays competitive for growth and expansion
• Manage Availability and Utilization of resources • Manage staff in preparing work schedules and assigning specific duties. • Maintain good Partner relationship with their local office representatives • Establish and implement departmental policies, goals, objectives, and procedures • Resolve employee issues as primary escalation point in the site hierarchy • Play a significant role in long-term planning, including an initiative geared toward operational excellence. • Take ownership of one or more Excellence Project/s and follow through to completion • Develop and implement initiatives that positively impact operational efficiency • Escalate any relevant related issues to respective higher management members • Lead regular operational meetings • Communicate organizational updates, and new information to all employees • Regularly conduct performance management and reviews of direct reports • Ensure KPI and CSI targets are met • Headcount management and monitoring of recruitment process
• Participate in HD Analyst recruiting • Identify staffing requirements based on forecasted volumes • Own People management functions for all staff managed (performance reviews, etc.) • Scheduling – build and adjust schedule across all functions • React to short term staffing issues (people out, holidays, call spikes, etc.) • Ensure Help Desk Analysts staff meet efficiency requirements • Continuously monitor all SLAs and take corrective actions when necessary • Ensure reporting on all relevant Operational data • Analyze Ops Data and take corrective actions where necessary
• Manage staff to ensure service levels are protected across all service bands • Conduct performance appraisals and create performance incentive programs. • Determine staffing requirements based on changing support environment • Coordinate with Acct Team to forecast call volume based on trends so far and upcoming events. • Mentoring of all account SMEs and Supervisors • Participate in recruiting of Help Desk staff as needed and provide input/feedback to Operations Manager on potential candidates. • Build and adjust schedule across all functions • Ensure Help Desk Analysts meet efficiency requirements, as laid out by management
• Act as account’s highest global escalation point for all technical issues dealt with by the helpdesk team. • Monitor all escalations from Level I / Level II technicians throughout the day each day, and consistently resolve, de-escalate, or further escalate within the required SLA’s • Proactively seek to identify trends based on calls received / AR’s created by the Help Desk team • Assist Account Team personnel with the preparation of all reports • Ensure that Knowledge Management system is up to date and identify need of new knowledge objects