Istvan Toth Email and Phone Number

Responsibilities:• Ensure that supervisor and senior ROTA are updated and managed effectively • Ensure agent ROTA is created and available at least 4 weeks advance to the entire team – around 300 agents • Ensure student fix shifts are up to date – new starters and established team as well• Ensure ROTA is in line with the headcount requirement specified in the capacity forecast.• Holiday and absence tracked on a monthly basis• Ensure off events – absence, holiday – all recorded in EMA - HR Database.• Ensure disciplinary, lateness issues are recorded in EMA - HR Database.• Log and report on the reasons employees leave the service / file updated according to the justified answers.• Forecast regularly checked and issues reported toward Service Administrator.• Ensure all the agents are utilized according to their best knowledge, new starter are scheduled on call / chat in the agreed rotation.

Responsibilities:• Responsible for a team of agents. • Ensure that day to day KPIs are met, and also the productivity and quality of the team is meeting the requirements set by SDM / STL. • HR related dutieso Holiday : Monitor yearly holiday balance, and escalate requests to next levelo Absence : Monitor lateness, absence, student cancellations and document every gapo Timesheets : Create and submit employee timesheets on a monthly basis• Quality Assurance – QA 1 call and 1 chat per agent per week• Test calls – Make 10 test calls per week• Organize team meetings on weekly basis on recent updates / main risks / gaps• Skillsets – pro – actively manage skillsets for best answer rate• Agent skill – Always keep the agent skill monitoring grid updated• Logs – Gather info and report on required logs (travel agency, Transfer and Parking)• Escalations – deal with trace calls / escalations for the team

Responsibilities:• Handle up to 120 inbound calls per day• Process flight reservations• Efficiently answer customer queries• Resolve customer complaints• Organize special needs assistance for passengers with reduced mobility• Handle inquiries via chat