Igor Špoljar Email & Phone Number

Zagreb, Croatia

Zagreb

Leading projects in area of customer experience, customer journey and customer facing process (voice of customer technical journey, authorization of customer in sales channels, optimization and improvement of tools and process).Overall project management for implementation of GDPR in main company process and systems (ensuring data minimization principals.

Zagreb

- creating functional specification which contains necessary sets of new business process, systems controls, upgrades of existing process,- define business requirements,- define project scope,- responsibility for planning, implementation of the project/process to sales channels,- manage cross functional teams,- business process management, analysis of.

- initiating and planning projects,- arranging the necessary resources for the project,- coordinating, managing and supervising the work of the project team,- management of project progress,- monitoring and eliminating risks,- preparation of project documentation and reports.

Zagreb

- implementation of projects and services in the Call Centre,- project management and participation in projects,- presentation & sales of call center services,- development of new business processes,- business process monitoring.

- assignment targets and tasks to employees,- coordinating and directing the activities of agents,- ensuring working conditions,- participation in the development of employee, motivating employees,- monitoring the results of employee, and evaluation of agents,- monitoring of performance, productivity, quality.

- reporting faults, complaints on bills,- written reply to a customer’s inquiry,- proactively monitoring the status of received errors,- production of monthly SLA reports,- informing users about the planned works.

- information about products and services,- resolving customer complaints and claims,- sales and presentation of products and services,- outgoing telesales campaigns.