Ivan Delev Email and Phone Number

·  Develop objectives for the call center’s day-to-day activities·  Conduct effective resource planning to maximize the productivity of resources·  Collect and analyze call-center statistics·  Hire, coach and provide training to personnel to maintain high customer service standards·  Monitor and improve ordering, telephone handling and other procedures·  Evaluate performance with key metrics·  Prepare reports for different departments or upper management·  Bank’s Chatbot integration and development

▪ Managing the daily running of the call centre, effective resource planning and implementing call centre strategies and operations;▪ Carrying out needs assessments, performance reviews and cost/benefit analyses;▪ Setting and meeting performance targets for speed, efficiency, sales and quality;▪ Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;▪ Coordinating staff recruitment▪ Reviewing the performance of staff, identifying training needs and planning training sessions;▪ Recording statistics and the performance levels of the centre and preparing reports;▪ Organising staffing, including shift patterns and the number of staff required to meet demand;▪ Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;▪ Forecasting and analysing data against budget figures on a weekly and monthly basis.

▪ Organizing and monitoring the daily activities in the section ▪ Controlling the proper distribution of the incoming calls between the different agents. ▪ Coordinating the actions inside the section and between the section and other bank sections and departments.▪ Assisting in solving customer cases. ▪ Preparing different reports and statistics for the units and the section. ▪ Participating in and conducting trainings of bank employees. ▪ Making annual appraisals of the Customer service section employees. ▪ Participating in interviews of applicants for the section

▪ Coordinating the actions and processes in the Branch Service Unit. ▪ Preparing reports and statistics of the unit. ▪ Participating in educational courses of the employees from the bank branches. ▪ Assisting the colleagues from Branch Service in their training and their work as a whole. ▪ Making annual appraisals of Branch Service unit employees.

▪ Assisting employees from the branches of the bank regarding different issues, including: new products of the bank, problems and ambiguities regarding existing products of the bank.

▪ Contacting customers regarding missed payments (over the phone).