• Accomplishe customer service human resource objectives by recruiting, selecting orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; • Work with colleagues from other departments to meet any Customer Care related objectives;• Communicating job expectations; • Planning, monitoring, appraising, and reviewing job contributions; • Planning and reviewing compensation actions; • Enforcing policies and procedures;• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; • Preparing and completing action plans; • Implementing production, productivity, quality, and customer-service standards; • Resolving problems, escalated customer queries;• Determining system improvements; implementing change; launching new tools for Customer service team (chat and email software, survey tool, quality assurance tool, call integration into customer service tool etc)• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.• Conduct surveys; benchmarking best practices; • Improve customer service quality results by establishing and communicating service metrics; monitoring and analyzing results; implementing changes.• Analyze competitors

Implement a call center solutions, rating and results control programsRate and help maintain call quality and written responsesTo promote the sales / customer loyalty and satisfaction improvementsPrepare reports and statementsDevelop procedures, guides, manualsAdvise employeesTo ensure the flow of information between business unitsRate and improve Optibet website for customers' convenienceParticipate in job interviewsIncrease customer awareness of the new services, offersTo work on more effective, faster and more comfortable internal solutions

Managing a group of Sales specialists (up to 30 people);Hitting sales goals;Employees motivation and development;Ensure Service Level achievment for projects;Group profitability, quality and efficiency control;Managing quality improvment process;Provide coaching sessions to employees;Client relationship management;Resource planning and forecasting.

Managing a group of Sales specialists (up to 14 people);Employees motivation and development;Ensure Service Level achievment for projects;Group profitability, quality and efficiency control;Managing quality improvment process;Provide coaching sessions to employees;Client relationship management;Resource planning and forecasting.

Managing a group of Customer service specialists (up to 12 people);Ensure Service Level (SL) achievment for different projects;Hitting telemarketing sales goalsGroup profitability, quality and efficiency control;Managing quality improvment process;Employees motivation and development;Provide coaching sessions to employees;Client relationship management

Customer service;Developing customer service procedures for "Writing comunication" projects;Managing trainings for employees;Customer service quality control;Ensure customer service quality development;Developed and implemented internal customer service quality audit system;