Bucharest, Romania
With over nine years of experience in the contact center industry, I am a seasoned Operations Manager who excels at leading high-performing teams, delivering exceptional customer experiences, and driving operational excellence. My core competencies include operational planning, operations management, people management, customer experience, and process improvement. I have a master's degree in IT&C Security - Cyber Security and a bachelor's degree in Business Administration and Management. I am passionate about finding innovative solutions to complex challenges, empowering my team to achieve their full potential, and fostering a collaborative and supportive work environment. My mission is to elevate the overall performance of the contact center and ensure the satisfaction of our clients and customers.
Responsible for overall leadership and operations of the contact center in Bucharest through: - Oversight and day-to-day operations, direction, management and evaluation of the site performance. - Strong leadership for success of direct reports in meeting business goals - Decisions on administrative or operational topics to ensure Operations' effective achievement of objectives - Direction of function-related activities within the scope of the operations - Balancing strategy and business objectives with customer experience requirements - Resolution of escalated client/customer problems - Developing and implementing internal Standard Operating Procedures (SOPs) for the project, streamlining processes and ensuring consistency in service delivery. - Conducting Security Risk Assessments (SRAs) to identify potential vulnerabilities and proactively mitigate security risks. - Resolving compliance reviews submitted by GRC, ensuring adherence to industry regulations and data protection requirements.