Raşit Çoma Email & Phone Number

Hamburg, Germany

Istanbul, Turkey

• Manage a global team in 5 different location(freelancers also). Develop, maintain, trend and report KPIs. Giving prompt and accurate information on individual staff member performance and Establish action plans for improvement• Making sure all tasks given to staff are done on time and to the required standard• Performance analysis of the team and creating action plans to improve. Manage team performance and responsible for the overall development of the team. • Manage KPIs/SLAs… Show more • Manage a global team in 5 different location(freelancers also). Develop, maintain, trend and report KPIs. Giving prompt and accurate information on individual staff member performance and Establish action plans for improvement• Making sure all tasks given to staff are done on time and to the required standard• Performance analysis of the team and creating action plans to improve. Manage team performance and responsible for the overall development of the team. • Manage KPIs/SLAs targets.• Ensuring a clean, safe and friendly working environment for all team members and keeping the motivation of team members high• Manage and strengthen Client Relationship• Establishing team and staff targets as a reflection of the company's objectives• Providing accurate information to senior managers on key issues• Manage the recruitment and exit process• QA audits of the large team• Manage adaptation and training process of the new colleagues Show less

Istanbul, Turkey

• Monitoring of real-time agent/queue statistics, raising, tracking, managing and reporting of intraday, daily, weekly and monthly an based locations• FTE+ Headcount calculate and create schedule for over 500+ employees of the company• Preparing KPI/SLAs reports for global organization• Combine data in excel from which ones taken from different sources.• Making the operation aware when thresholds are met regarding adherence, SLA’s and KPI’s through Real Time… Show more • Monitoring of real-time agent/queue statistics, raising, tracking, managing and reporting of intraday, daily, weekly and monthly an based locations• FTE+ Headcount calculate and create schedule for over 500+ employees of the company• Preparing KPI/SLAs reports for global organization• Combine data in excel from which ones taken from different sources.• Making the operation aware when thresholds are met regarding adherence, SLA’s and KPI’s through Real Time alerts• Monitoring staffing levels at each site to ensure planned coverage is met on the interval level• Preparing Monthly Attendance for 5 different location Show less

Istanbul, Turkey

• Providing face-to-face, telephone or e-mail support to customers on IT issues• Providing software and hardware support to customers with their phones, computers and tablets.• Gathering and using customer details before evaluating and analysing the symptoms of the issue.• The installation and configuration of computer systems.• Build a computer: to create a single computer by combining different hardwares. Installing all the software that computer needs. To deliver everything… Show more • Providing face-to-face, telephone or e-mail support to customers on IT issues• Providing software and hardware support to customers with their phones, computers and tablets.• Gathering and using customer details before evaluating and analysing the symptoms of the issue.• The installation and configuration of computer systems.• Build a computer: to create a single computer by combining different hardwares. Installing all the software that computer needs. To deliver everything ready to the customer. Keeping in touch with the customer and providing direct support in case of problems (hardware, software Show less

Bachelor'S Degree, International Relations

High School Diploma, Information Technology

Web Design ( HTML, CSS, PHP, .NET, SQL, VB, Javascript)