Belgrade, Serbia• Managing 2 teams at the same time - Call management and Escalation management team within the largest helpdesk in the world • Creating new, more productive work processes and procedures and implementing them into the team
• Monitoring agent performance and making sure KPIs and goals are met
• Handling agents monthly schedule, daily duties, vacations / sick leaves
• Development of individual...
Belgrade, Serbia• Serving as the single point of contact for Walmarts upper management escalations • Working on critical escalations with high visibility
• Reviewing, accepting and monitoring tickets that have been escalated • Updating customer via email about the ticket progress
• Engaging internal and external concerned teams or field services in order to get the issue resolved as soon as possible
Belgrade, Serbia• Serving as a point of contact for NCR technicians over the phone, as well as the customer when required
• Handling customer's critical requests and very demanding escalations over the phone
•Taking ownership and responsibility of an issue from start through to a successful resolution
• Involving NOC, FS and other vendors whenever required in order to resolve issues as quickly as possible
• ...