Senior team lead with supervisor functions• Leading a team of 20-40 agents and BAs in a constantly changing,multicultural environment•Supporting the hiring process and conducting (technical) interviews•Creating and maintaining the schedules for the team and also sharing it with payroll (salaries are being transferred based on thedata I am adding into the Codebase system, I am also a superuser of the system, raising most of its issues with its support teams)•Creating… Show more Senior team lead with supervisor functions• Leading a team of 20-40 agents and BAs in a constantly changing,multicultural environment•Supporting the hiring process and conducting (technical) interviews•Creating and maintaining the schedules for the team and also sharing it with payroll (salaries are being transferred based on thedata I am adding into the Codebase system, I am also a superuser of the system, raising most of its issues with its support teams)•Creating BA timesheets and making sure their billing is right•Coordinating the work of the agents and supporting them in solving arising issues in a multicultural environment• Providing input for internal knowledge & content building• Providing qualitative and quantitative feedback on personal and teamlevel which is based on analysing phone calls and chat conversations of our agents in order to improve individualand overall performance• Providing feedback to L2-L3 teams if (their)failure is identified• Supporting the development of the team whilst identifying training needs and train/coach agents as per their needs• Providing technical and procedural support on different channels toagents (Teams, google chat, call, e-mail, and also personally)• Being responsible for team buildings• Solving unexpected situations and reporting, escalating the ones, whichneed further investigation• Managing work conflicts, treating dissatisfied customers in a propermanner• Taking over calls from advocates in case they are dealing with a difficult situation• Providing reports and evaluation plans to the SDM in order to reach the goals set by the management• Analysing performance results and being responsible for reaching thedaily, weekly and monthly goals set by the SSC’s management•Incident management and resolution• Attending regular leadership and partner/ vendor calls• Helping with improving our chatbot, SAM to enhance service quality and customer experience Show less

• Supporting the hiring process and participating in interviews• Coordinating the work of the advocates in the language team and supporting them in solving arising issues in a multicultural environment• Providing input for internal knowledge & content building• Providing feedback on personal and team level which is based on analyzing of phone calls and chat conversations of our advocates in order to improve individual and overall performance• Supporting the development of the… Show more • Supporting the hiring process and participating in interviews• Coordinating the work of the advocates in the language team and supporting them in solving arising issues in a multicultural environment• Providing input for internal knowledge & content building• Providing feedback on personal and team level which is based on analyzing of phone calls and chat conversations of our advocates in order to improve individual and overall performance• Supporting the development of the team whilst identifying training needs and train/coach advocates as per their needs• Providing technical and procedural support on different channels to advocates (Slack, call, e-mail, and also personally)• Being responsible for teambuilding whilst making sure, that advocates are feeling welcome in our “Disneyland”• Solving unexpected situations and reporting, escalating the ones, which need further investigation• Managing work conflicts, treating dissatisfied customers in a proper manner• Taking calls, chats if needed in order to maintain high-level team performance• Taking over calls from advocates in case they are dealing with a difficult situation• Providing reports and evaluation plans to the Supervisor in order to reach the goals set by the management• Analyzing performance results and being responsible for reaching the daily, weekly and monthly goals set by the Call Center’s management• Attending regular (leadership) calls Show less

• Client facing role, resolving and managing normal, high and critical severity incidents end to end during their lifecycle by providing timely responses, excellent service • Proactively identify and suggest possible solutions and also workarounds • Ensuring communication and coordination with clients, resolvers (escalation engineers, technical support) • Ensuring SLAs are not breached for the issues within my responsibility • Attending regular calls with… Show more • Client facing role, resolving and managing normal, high and critical severity incidents end to end during their lifecycle by providing timely responses, excellent service • Proactively identify and suggest possible solutions and also workarounds • Ensuring communication and coordination with clients, resolvers (escalation engineers, technical support) • Ensuring SLAs are not breached for the issues within my responsibility • Attending regular calls with clients • Component based coaching of fellow colleagues • Creating knowledge articles • QA Lead of the biggest internal and international project "GROW" Show less

• Managing a team of approx. 15 L1 and L2 analysts supporting multiple clients in a 24/7 environment • Handling operation related issues (staffing, trainings, transitions, etc.) • People management (Feedbacking the analysts on regular basis to improve individual and overall performance by having monthly and quarterly reviews, setting up individual and team goals, identify training needs etc.) • Providing technical and procedural support • Helping analysts to… Show more • Managing a team of approx. 15 L1 and L2 analysts supporting multiple clients in a 24/7 environment • Handling operation related issues (staffing, trainings, transitions, etc.) • People management (Feedbacking the analysts on regular basis to improve individual and overall performance by having monthly and quarterly reviews, setting up individual and team goals, identify training needs etc.) • Providing technical and procedural support • Helping analysts to identify major incidents and initiate the required protocols • Escalation (internal and external) and queue management • Agent training (on the job coaching / refreshment trainings / account specific trainings) • Reporting against SLA/KPI, providing statistics and analysis on volumes • Managing work conflicts, dissatisfied customers • Perform troubleshooting on calls which are outside an agent’s technical abilities or support boundaries • Providing input for knowledge content building (HelpFile, Knowledge Base, Training Materials) Show less

• To perform analysis and determine client problems, and document these issues issues in English and German • To provide solutions for network and system related issues, and to provide detailed documentation along with it • To perform a cause analysis and communicate it. • To assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software • To assist customers… Show more • To perform analysis and determine client problems, and document these issues issues in English and German • To provide solutions for network and system related issues, and to provide detailed documentation along with it • To perform a cause analysis and communicate it. • To assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software • To assist customers for the purpose of improving processes related to system issues • To maintain error logs in coordination with IT departments, and to maintain resolution reports, too • To offer recommendations — based on various metrics — on how to improve the support process in its entirety Show less