Stefan Radoničić Email & Phone Number

Belgrade, Rs

Belgrade, Serbia

- Complete workforce management of an international project spanning 3 countries- Ownership and delivery of accurate resource plans- Analyzing data trends to anticipate future workforce needs- Conducting regular workforce assessments to optimize efficiency and productivity- Enhancing the resource planning cycle through strategic support and value addition- Proactively adjusting staffing levels to align with accurate projections, utilizing overtime or downsizing as necessary- Collaborating with operations and cross-functional teams to achieve and analyze KPIs, offering insightful recommendations for improvement- Developing and maintaining a robust Real-Time Monitoring framework in alignment with industry-leading standards- Vigilantly monitoring workflow efficiency and the performance of the international RTM team- Implementing training and development initiatives to enhance team performance- Facilitating seamless communication with clients to accommodate fluctuations in volume and address specific requirements- Ensuring compliance with regulatory requirements and company policies- Leading cross-functional projects to improve workforce planning and resource allocation strategies- Fostering a positive and inclusive work culture through effective leadership and communication strategies- Developing and maintaining documentation and standard operating procedures for workforce management processes to ensure consistency and compliance- Representing the workforce management team in meetings with senior management and stakeholders to provide updates and insights on performance and strategy

Belgrade, Serbia

- Planning employees’ shifts, vacations, dealing with daily administration of working hours, managing replacements of agents schedules, planning and organizing breaks- Making sure that the campaign’s KPIs are met (SLA & IPH, AHT), providing a post mortem analysis if not, and supporting the improvement in services through the in-week short term planning and schedule maintenance- Real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business- Providing substantial and relevant analysis on all reports being published to ensure that call outs and alarms are being raised to support operations- Creating an end of day post mortem analysis for campaign’s failing performance reflecting WFM’s recommendations, operations action and end result on the collaborated move- Ensuring that the campaign is correctly staffed based on actual trending and projections by soliciting overtimes and staff downs- Analyzing and optimizing in-center off phone activities and providing acceptable notice to operations on all changes made- Liaising and collating needed information to escalate outages to the internal IT team and Client team- Coordinating with the clients for increase, decrease of volume and/or requirements- Process improvement and standardization on the project level

Belgrade, Serbia

- Setting up the company for success by building out the organizational and document structure from scratch- Handling data administration for another company of the owner, payroll, document uniforming, etc.- Numerous Ad Hoc analysis and research

Belgrade, Serbia

- Analyzing internal and external processes and suggesting improvements- Reporting results collected through research and employee questioning/shadowing

- Successfully managing two of the company's VIP clients and 25+ people- Working on procedure standardization- Point person for all requests - from supervisors, clients, and employees- Performance tracking- Staffing needs planning- Training of new and existing employees- Mentoring proxies in order to create successors

Belgrade, Serbia

- Performing all recruitment activities (CV grading, phone interviews, personal interviews, etc.)- Point person for process simplification, data organization, and research within the team

Belgrade, Serbia

- Leading, managing and organizing a team of 20 people- Handling performance reviews and documentation maintenance- Planning team vacation- Performing audits on employee's work- Writting daily / weekly / monthly reports- Performing onboarding of new employees

Belgrade, Serbia

- Organization and leading a team of 15+ people- Daily communication with clients- Organization of training for new and existing employees

Belgrade, Serbia

- Endorsement processing specialist

Belgrade, Serbia