Robert Busch Email & Phone Number

Helsinki, Uusimaa, Finland

Cork

• Provide both tactical and strategic direction to customer service management teams.• Play a significant role in long term planning including initiatives aimed at improving operational excellence.• Responsible for multi-level talent assessment and career development within the department.• Assist with headcount forecast, budget, and travel requirements, and manage operational expenses.• Provide regular feedback to managers, both formally and informally.• Encourage and train managers in coaching their groups.• Manage team performance in all key performance areas including but not limited to; Service Levels, Productivity, First Contact Resolution, Attendance, Adherence, and Customer Satisfaction as measured by survey results to meet or exceed departmental goals, and define emerging customer needs based on player and employee feedback.• Manage integrity of customer experience.• Drive development, improvement, and global consistency of employee education practices.• Participate in the interview, selection, training, and developmental process of employees.• Proactively communicate performance issues and conduct disciplinary actions.• Lead by example and foster leadership, management, and motivational skills.

Manager of the regional CS Live Operations teamThis includes operational leadership as well as staff management of the following teams:• The regional Live Operations Incident Manager team• The regional Workforce Management team• The regional Learning and Development team• The regional Knowledge base and Curation team• The regional Customer Service Insights teamMy duties for those teams include• Developing the vision and long term strategy for the above teams• Communication and providing accountability for the vision and strategy• Improve processes and procedures of the department as a whole• Managing the day-to day work and communication within the teams• Day to day and ongoing performance, adherence and attendance management• Provide regular performance reviews• Provide upper management and Executive Leadership with regular updates in regards to performance and progress towards milestones and agreed up metrics for success

Managing a team of data analysts focussed on analyzing customer insights and evaluating customer service data to resolve and/or anticipate customer needs. This including managing the local team in Cork, Ireland as well as the team in Paris, France.Duties include:Performance management and HR related actions when neededPersonal development of employeesMentoring, Coaching and Motivation of the teamManaging the day-to day work and communication of the teamRegularly informing upper management about performance and projects of the team.

Cork, County Cork, Ireland

Temporary assignment as direct manager for a team of Customer Service representatives.Duties included:Day to day management of the teamContinued coaching based on KPIsIdentifying areas of opportunity for personal growth and areas for improvement Building and maintaining development plans to address performance issuesDealing with disciplinary as well as other HR related issues Escalation point for customer related incidents including calling local authorities for follow up issues.

Cork

Managing the team of internal fraud prevention analyst in Cork, Ireland.Duties include:Personal development of employeesPerformance management and HR related actions when neededMentoring, Coaching and Motivation of the teamManaging the day-to day work and communication of the teamRegularly informing upper management about performance and projects of the team.

Ensuring the preservation of privileged information through internal auditing. Providing ad-hoc reports and investigation on external and internal risks.Additional duties: Monitoring the task adherence of the agents in the teamQuality control on external reportsSupporting the Team Manager with ongoing reporting about team performance

Ensuring the preservation of privileged information through internal auditing. Providing ad-hoc reports and investigation on external and internal risks.

Bachelor'S Degree, Business Management

Diploma Of Education, Leadership And Management

Training To It Sales Professional (It System Kaufmann)

A-Levels / High School Certificate