- Monitor SLA progress- Monitor adherence to schedule and adjust weekly schedule according to preferences- Assign Task and Responsibilities and adjust in accordance to project needs- Assign one-time tasks to suitable agents- Backlog management- Conflict management- 1:1 monthly meetings with direct reports- Call and ticket audits- Analyze and identify quality issues and make individual agent improvement plans when necessary- Identify potential for promotion within direct reports and make relevant recommendations to other internal projects and departments- Facilitate training opportunities for direct reports and constantly check training progress- Proactive retention for direct reports- Ad hoc project management

- Monitor SLA progress- Monitor adherence to schedule and adjust weekly schedule according to preferences- Assign Task and Responsibilities and adjust in accordance to project needs- Assign one-time tasks to suitable agents- Backlog management- Conflict management - 1:1 monthly meetings with direct reports- Call and ticket audits- Liaise with the project`s QA Specialist and Trainer in order to identify quality issues and make individual agent improvement plans when necessary - Identify potential for promotion within direct reports and make relevant recommendations to other internal projects and departments- Facilitate training opportunities for direct reports and constantly check training progress - Proactive retention for direct reports- Lead a front line Service Desk team of 15 – 20 direct reports on a 24/7 schedule, as part of a global team

- Draft employment contracts, terminations and ad-hoc personnel documents, maintain personnel files- Treat all the assigned cases following the work instructions and procedures- Perform all transactions as per the TAT in agreement with the HR Calendar- Data entry in various Human Resources systems and tracking tools- Identify process gaps / procedures improvement / supporting documentation updates- Training delivery to new joiners- 3 months business trip to Timisoara in order to help the local team during a reconstruction period- 3 weeks knowledge transfer in Casablanca, Morocco (Service Matter Expert and Global Process Owner after)

- Order and reservation processing- Complaint handling- Technical support- Inbound telesales