OperationalAssess internal operational set-up and forward improvement suggestionsIdentify gaps in worflows and implement/optimize internal processesLiaise with internal and external stakeholdersAssess contractual frames, ensure constant updates and optimizationConfigure employee assessment processIdentify business opportunities and create implementation strategies ReportingAssess internal data and reporting set-upLiaise with relevant stakeholders in order to identify business needs, collect feedback and offer guidance Configure tailored data infrastructureCreate operational and financial reports

Data&ReportingCoordinate system implementations, from data perspective, across multiple accountsCoordinate system migrations from data perspectiveEnsure data alignment and accuracy Oversee report creation and presentationsIdentify business needs and translate them into accurate and insightful reportsCoordinationLiase with operations and other departments to determine data requirementsCollect and offer feedback to and from operations and other departments, on data and reporting mattersEnsure smooth system and process transitions, within established deadlinesPeopleOverseeing employee selection and ensuring new hire onboardingManaging team performance in the course of their respective duties Managing team activities throughout the report development processEnsuring skill development of team members

Data&ReportingMain point of contact for data, reporting and analytics matters both for internal and external stakeholders, covering multiple accounts, spread among multiple sitesCreating and reviewing recurrent and ad-hoc reports to ensure accuracy and monitor account performanceCreating and reviewing presentations to analyze and monitor trends, unearth causes and identify areas of improvementDesigning, developing, and modifying data infrastructure to accelerate the processes of data analysis and reporting (power query, PowerBI, excel)Conducting/participating in business meetings with internal and external stakeholders to understand and ensure needed information is delivered Managing system migrations from data point of view OMDOverseeing compliance with labour law norms on scheduling mattersOverseeing schedule creation and daily attendance configurationOverseeing internal user accounts management PeopleOverseeing employee selection and ensuring new hire onboardingManaging team performance in the course of their respective duties Managing team activities throughout the report development processEnsuring skill development of team membersOrganizingCollaborating with other departments and ensuring the knowledge flow and coherent application of processes (quality department, training department, HR and OMD departments)Ensuring comprehensive documentation of implemented reports and data processing structures

System managementEnsure understanding of system logic and deploy set-up able to respond to operational needsConfiguring processes aimed at smoothening the operations flow and ensure meeting of KPIs Delivering system and adjacent process trainings to relevant parties Coordinating implementations across multiple sitesData&ReportingMain point of contact for data, reporting and analytics matters both for internal and external stakeholdersCreating and reviewing recurrent and ad-hoc reports to ensure accuracy and monitor account performanceCreating and reviewing presentations to analyze and monitor trends, unearth causes and identify areas of improvementDesigning, developing, and modifying data infrastructure to accelerate the processes of data analysis and reporting (power query, PowerBI, excel)Conducting/participating in business meetings with internal and external stakeholders to understand and ensure needed information is delivered Managing system migrations from data point of view OMDOverseeing compliance with labour law norms on scheduling mattersOverseeing schedule creation and daily attendance configurationOverseeing internal accounts management PeopleOverseeing employee selection and ensuring new hire onboardingManaging team performance in the course of their respective duties Managing team activities throughout the report development processEnsuring skill development of team membersOrganizingCollaborating with other departments and ensuring the knowledge flow and coherent application of processes (quality department, training department, HR and OMD departments)Ensuring comprehensive documentation of implemented reports and data processing structuresDelegate as Team Leader of Data&Reporting team in Germany

OperationalMonitoring and ensuring a smooth flow of daily operationsOrganizing the team and ensuring account targets are metInteracting directly with the clientCalibrating processes with the clientConfiguring end-to-end processes ( applicable both internally and across multiple sites, involving multiple tiers of agents and usage of various systems) Addressing critical situations - ex: system failures during operational hoursDelivering trainings and creating coherent, visual friendly and easily absorbable training materialsPeopleOffering feedback to agents and creating personalized action plans aimed at improving or maintaining resultsOrganizing and conducting team meetingsCoaching and creating opportunities of growth for individualsMediating conflictOrganizing activities that would sustain team cohesion Conducting employment interviewsLiaising and calibrating with other departments, such as OMD, HR Other certifications: - Delivering effective feedback- Presentation skills - Practical trainer - Time management - "Medium Level Leader" internal professional development program

Analysis&ReportingAnalyzing cases and identifying causes and trends Configuring reports that would illustrate such causes and trends Offering improvement suggestions Liaising with internal departments Configuring processesAdditional tasksDelivering customer satisfaction trainings to agents, aimed at offering employees a better understanding of their own role and of the business impact they can have Offering feedback to employees Assigned with the role of mentor within an internal professional development program

Main tasks: - offering support to end-customers on specific products and services - registering cases in systems, in accordance with internal processes - ensuring the correct implementation of internal procedures Extra tasks: - tutoring new hires, in the view of a faster absorption of the subjects and integration within the team - helping the subject matter experts with the preparation of specific reports