Žilina, Zilina, Slovakia
• Strategic outlook, Data-driven mindset, Relationship building, Empathy and listening skills, Adaptability • Experienced in Contact center, Technical support, Customer service & experience, Sales and Leadership • Friendly & responsible personality, natural leader • Innovative, conscientious and hardworking • Team player
Planned career break
Operational management of 140+ FTE´s (3 sites in SK&CZ); reporting to CEO; implementing Daktela features to monitor operation, increase productivity, optimization of operation for effective management; gross margin increase; avg. productivity in hour increased by 27%; streamline the operation - cut off time wasting activities; motivation, regularly meeting with all staff, 1on1 mtgs; business plan and forecast, Q updates; responsible for KPI - set up, control, evaluation and keep agreed level; direct communication with clients; ISO27001, ISO9001 certification; strengthen the customer relations & increase customer satisfaction; cooperation with IT, Sales&marketing and HR dpt;
Overall responsibility for omni-channel call center in Žilina; operational management of 130+ FTE´s; reporting directly to CEO and CEMEA director; controlling; business plan and forecast; attendance of Teleperformance Greece Institute in Athens; responsibility for KPI - set up, control, evaluation and keep agreed level; implementing Avaya features to monitor operation, increase productivity, optimization of operation for effective management; motivation; regularly meetings with operators and SVs; direct communication with clients; monthly or bi-monthly business review meetings; managing renewal of call centre equipment - workstations, workplace; cooperation with IT, Sales, Marketing and HR dpt; automation of reporting; increase of employee satisfaction from 8 points in year 2015 to 46 points in year 2016, 45 points in year 2017; Increase NPS score in KSAT - client satisfaction; Certified for TOPS - Teleperformance Operational Processes and Standards in year 2017
Call centre operation management of 60+ FTE´s; scheduling & evaluation KPI´s; motivation; responsibility for job interviews & trainings on technical dpt.; cooperation by implementation of new CRM system; responsibility for update CRM Siebel triplets & reports; member of editorial office; processing payroll for freelancers, part timers and leased employees; responsibility for email communication with customers - Techgroup; cooperation with quality dpt.; leading projects WCR; leading and testing voice biometrics & chatbot base; leading LEAN - technical helpdesk streamlining workflow