Hungary, Romania, Slovakia, Turkey, Middle East, Greece, Bulgaria, Croatia, North Africa, Malaysia

Hungary, Slovakia, Turkey, Greece, Middle East, North Africa, Malaysia

Responsibility for overall company activities on Hungarian, Slovakian, Greek and Turkish markets.

Outsourcing, project management, innovativeness, professional experience especially in Banking and Contact Centers areas. Lean Six Sigma metodology (certificated Green Belt title) merged with creativity, analytic skills, involvement and experience.Planning, preparation and manage telemarketing campaigns using outsourced resources. Coordination of cooperation and current control of external companies. Actual market research and gaining new contact centers for the partnership.Searching for new areas of cooperation and implementation of innovative tools to expand the scope of activities of partners in the telemarketing campaigns.Design and optimization of processes, creation of procedures, methods of settlements, reporting and quality control tools, agreed punishment etc.Creating, evaluating and control of framework agreements and each campaigns contracts.

Project management. Projects initiatives and planning. Coordination of work Projects Team, Support, Development, Suppliers, Business Units and IT Departaments. Negotiations with suppliers and stakeholders. Building and maintaining relationships with market leaders.The best and latest references are available at web page below. It is the first project with such broad scope - in Poland and central Europe. Scope: PBX, IVR, ACD, call recording, screen recording, predictive dialer, WFM, skype, e-mails, chat, advanced reporting system, quality control and coaching support systems and more. Also integration with front office Banks system. Detailed references:http://www.inin.com/resources/CaseStudies/ING-Banku-Slaskim_case-study.pdfhttp://www.inin.com/resources/CaseStudies/INGBank%C5%9Al%C4%85ski_eng.pdfExclusive responsibility for managing over one and half year long project in terms of implementation and integration of Interaction Intelligence Contact Center solution in eight different Bank Units (scope - several hundreds of users) instead of recent systems.

Preparing and realisation of projects related to Call Center development. Banks and telecommunications systems monitoring and control. Planning and realisation of reporting system. Exploration, analysis and implementation of new IT solutions. Selection and cooperation with technology suppliers. Responsibility for integrating the predictive dialer system project (Avaya PDS) with front office prescoring system. Participation and implementation of the call recording system project (Nice Perform)

Administration of Call Centers and Banks’ systems users. Realisation of some internal Departament projects. Call Centers operators support and maintenance. Call Center activity reporting.

Customer’s telephone and email service. Creation and co-creation of banking procedures and standards for quality of service. Processes optimisation. New employees training.