Nikolay Penev Email & Phone Number

Sofia, Sofia City, Bulgaria

Sofia, Sofia City Province, Bulgaria

Sofia, Sofia City Province, Bulgaria

▪ Managing a multi-disciplined team of Solutions/Business Analysts and Implementation/DevOps Engineers covering the Decisioning Analytics and Fraud Detection & Prevention software products. ▪ Participate in demand management, supply management and estimating as well as staffing and resourcing decisions for projects and programs ▪ Collaborate on evaluation of vendors and development of new systems requirements related to business analysis function and/or BA steps in the SDLC (Waterfall and Agile) ▪ Managing software design, build, implementation and test activities mainly with Tier-1 customers from different vertical markets (Banking, Telecommunication, Insurance, Retail, etc.) ▪ Coach, hold 1 to 1s, set and review objectives, appraise performance, and assist with career development, ensuring effective performance management ▪ Serve as liaison between delivery team and key stakeholder(s) ▪ Execute, plan and manage changes as appropriate to meet changing needs and requirements ▪ Provide direction for design, development, testing and deployment from definition phase through planning, implementation and maintenance ▪ Drive and manage initiatives and programs

Sofia

• Ensuring customer incidents, requests and programs are managed to the highest standard possible and that customer expectations are always met and regularly exceeded. ​• Managing a team of UCOMM(Unified Communications) and UCONN(Unified Connectivity) Shift Managers and Service Assurance Engineers responsible for:- Incident Management- Request Fulfillment- Event Management​• Service level management, including quality monitoring and management of the key performance indicators (KPIs) of a product or service. ​• Driving consistent performance, behavior and response by ensuring key areas of assurance are performing to maximum capabilities and agreeing improvement plans if not. ​• Escalation management - internal and external escalation point (M2)• Providing input, experience and guidance to drive development of systems and tools to enhance customer experience and ensure optimization of support resource.• Reporting on a daily, weekly, monthly & quarterly basis to VP Executive level key performance indicators that demonstrate in-depth understanding of the support environment and can be used to drive change across the entire support organisation• Providing leadership in a high pressure results oriented environment• Carrying out performance reviews for direct reports• Ensuring compliance to the security management controls• Taking an active role in recruitment of staff as required and ensure their personal development is properly managed• Developing and maintaining reports to monitor department productivity and performance• Managing general programs geared towards continual service improvement• Ensuring an efficient and productive interaction between other Interoute departments and the Customer Assurance organization• Ensuring Engineers are aware and adhere to the business processes, procedures and customer service levels committed by Interoute.

Sofia

▪ Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements▪ Project management▪ Responsible for maximizing efficiency and occupancy while meeting service objectives▪ Oversee analysis and reporting of employee performance including schedule adherence▪ Oversee proactive scheduling of discretionary activities such as training meetings, overtime and undertime▪ Generate long-term and short-term forecasts▪ Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings▪ Generate new forecast when current day forecast has high deviation from actual▪ Analyze and report historical data and trends and develop forecast models▪ Increase staffing levels or modify call routing to increase service levels▪ Manage call-in line▪ Approve discretionary activities to increase occupancy▪ Communicate identified intraday risks to management▪ Manage scheduling process

Bulgaria

▪ Мanage, monitor, develop, motivate, influence and support а team of 18-22 agents▪ Ensures team objectives are met according to requirements - technical and sales▪ Reviewing agent results and performance on a daily, weekly and monthly basis▪ Holds regular team meetings to identify priorities for the team and/or specific associates▪ Prepare regular, ad-hoc and annual reporting on team performance▪ Acts as the key point of escalation▪ Identifies development opportunities within the team and provide appropriate training and mentoring resulting in improved performance.▪ Provides updates and direction to team regarding results versus objectives to ensure continual focus in maintained to achieve desired performance levels▪ Give advice and guidance on the handling of different cases to the team▪ Involved in recruitment process, initial and ongoing trainings of the team▪ Perform Quality Assurance and document results▪ Participate in Quality Assurance and Quality Check calibration sessions

Sofia

Sofia

Master'S Degree, Telecommunications Engineering

Bachelor'S Degree, Telecommunications Engineering