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Philippines
Work Background
MajorelTeam Manager
Jun. 2022Braşov, Romania · HybridProtector: Disciplinary responsible of the agents' actions.
Evaluator: Following and monitoring the performance of my team members in the areas of:
Productivity, Process Adherence, customer satisfaction, schedule adherence and employee
development/happiness.
Mentor: to guide, teach and help agents by providing individual coaching feedback that focuses on improving the workflow as well as the communication and quality result of the customer support representative.
Informant: Providing reports to both, the Team and Management regarding the team's performance.
Responsible of reaching the quality targets as well as to communicate them to the team.
Traffic controller: Taking accordingly to the flow within the department (to manage inbound volume, to meet clients handling targets, as well as to provide breaks, or ask for overtime)
Coordinator: Driving and holding regular meetings with the team.
Develops and controls Team Members through weekly meetings and especially designed action plans
Collects and extracts data to coordinate outliers improvement
Together with WFM and OPS, executes planning and scheduling to grant the best coverage for the
team
Identifies gaps on scheduling and tests best solutions to ensure coverage
Ensures that schedules are aligned with real coverage
Participates to client meetings and develops improvement plans and innovative solutions to drive excellence
MajorelRamp Supervisor
Dec. 2021 - Oct. 2022Braşov, Romania · HybridRamp-Up Coordinator's responsibilities:
- Keeps the Headcount File up-to-date to make sure we are aware of the current situation
- Keeps track of present and future attrition that is announced and also of internal transfers to ensure an optimal flow of FTEs for all the Backfill needed
- Keeps close communication with HR Department, SDM, OPS Managers, TQC, WFM and client’s POC, as well as IT Department POC on the project to ensure on-boarding and off-boarding are managed in a timely and efficient manner.
- Creates the Ramp-Up WBR/MBR slide and participates in WBR/MBR Meetings
MajorelCorporate Trainer
Mar. 2021 - Jun. 2022Braşov, Romania · HybridI was responsible for training new waves of new hires for multiple LOBs (Lines of Business) of the project. As a pioneer for all these LOBs I had to temporarily fulfill other roles' tasks until the team was complete (Team Manager & Quality Analyst tasks). During this time I was also back-up for TQC (Training & Quality Coordinator). For this role I was responsible for: - doing the WoW report, Weekly Meeting Minutes, WBR/MBR for the training side
- ensuring training waves are well organized and that there are enough trainers available for each batch
- T&Q crew scheduling.
BB AVE LIFE SRLDance Teacher
Aug. 2016 - Jun. 2022Braşov, Romania · On-site- Teaching dance classes to a various age range (3 years old & above). - Organizing the dance groups based on age and level of proficiency
- Creating schedules
- Organizing dance events (competitions & shows).
BULGARU BIANCA PFADance Teacher
Oct. 2008 - Aug. 2015Braşov, Romania · On-site
MajorelTeam Manager
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