hiringonboarding plan developmenttraining of newbiesagents evaluationknowledge gaps identification (initiate improvements)process issues identification (initiate improvements)team metrics analysisrepresenting CS Team needs or product improvement requests to other departments internal knowledge base development

keeping knowledge bases (Confluence) and learning management system (Adobe Captivate Prime) updatedmaking sure that the teams are aware of upcoming changes in working processes, policies and toolsworking on the team evaluation approachespreparing regular assessments on improving average evaluation scoredetecting knowledge gaps and bridging themlearning programs development and implementationmanaging the whole onboarding processinterviewing candidates for CSR, Shift Team Leader and Quality Assurance Team Leader positions​constant cooperation with IT and marketing teams in order to prepare updates and guides according to their plan

developing different approaches to motivate teamgiving contextual and proactive feedbacks to CSRshelping shift attendees with issue resolution throughout the shift developing quality improvement initiatives and running advanced trainings participating in strategic brainstormsmanaging weekly schedule for all positions within the teammaking sure that all technical issues are reported properly and are in work

providing customer service to clients from the UK, the US, Australia and Canada; answering customer inquiries, solving problems (approx. 40 cases per day, 600‐800 per month)selling company’s services to existing customers and contacting potential onesworking with CRM systemtaking orders, determine charges, and oversee billing of payments, handle refunds and complaints