Agata Kowalczyk Email and Phone Number

I deal with workforce management, planning and reporting results on a daily basis. I am responsible for providing key metrics of a 160-person team that processes ~3,500 incoming volumes per day. Swift reaction to changes and reporting incidents to the client are also my responsibilities.

As a Mentor, I was responsible for the team's qualitative indicators. I dealt with audits and training members of a 40-person team. I conducted short weekly meetings that were informative and motivational. I presented the results to the Team Leader and the business client.

As a Specialist, I was responsible for telephone and e-mail customer service in the application in the Salesforce. I helped train new agents. I was also a Content Specialist before I was promoted to the position of Mentor, I dealt with improving content through the Jira.