- Setting rules for the implementation of internal regulation,- documentation of organization and business system,- technical and substantive management of the internal regulatory framework.

- Documentation of the business system,- definition of processes,- participation in current processes,- evaluation of the operation of the business information system,- the organizational design of business system,- training for work on computerized procedures.

My current Key Responsibilities as a Head of Department for customer's communication are:- providing customer service, technical and helpline support,- controling over the information line of insurance company,- monitoring emails and phone calls to verify that the call center is working in accordance with rules of the company,- handling and resolving customer complaints,- keeping call centre staff and clients up to date with organisational news,- performing a variety of duties which helps the call center operate at an optimal efficiency,- producing call centre reports, - measuring all the activities of the call center,- preparing plans of organizational units,- communicating with internal departments on daily basis to improve external communication.

As a Call Center Organiser I am responsible for the day to day operation of the call center which includes:- scheduling staff to ensure adequate phone coverage;- supervising call center employees;- making sure equipment is in good working order;- recommending software and equipment appropriate for the call center and keeping the call center running smoothly;- preparing marketing campaigns;- tracking campaigns, preparing performance analysis reports of post campaign and making recommendations to concurrent programs for corrective modifications;- training and hiring the call center staff;- creating materials such as call scripts, standard response emails, policies and training materials for the staff;- obtaining and reviewing call statistics on an hourly, daily, weekly, monthly, quarterly and annual basis and reporting this data to Sales and Marketing Director;- measuring specific employee and overall call center effectiveness;- preparing the recommendations for changes in staffing an procedures;- ensuring that employees have the required tools, knowledge, and skills to perform their jobs;- working closely and efficiently with all other departments, particularly with Marketing Department.