- Managing and implementation of ramp up process for Nearshore Client (Paymants):6 different markets, EMEA, CRMAgents 300 FTEOH Team 38 FTE (including Business Line Managers, Q&T Managers, WFM Trainsers Quality Specialists)- Implementation of the project structure (creating a team of OH and Agents)- Creating a full implementation schedule - Creating and implementations bonus systems for Agents and OH Team- Creating and implementations new quality and operations process adjusted to Work from home- Implementation Work from Home solution (300 FTE)- Responsibility for realization of budget- POC for Business Partner Managers (EMEA)- Cooperation with local and global managment

- Responsibility for 6 lines of business in 3 locations in different cities: Inbound (Call Center, Front Office, Back Office, Claims) and Outbound (Upselling, customer retention), Telco, Domestic marketAgents 250-300 FTE,OH Team 30 FTE (Business Line Managers, Q&T Manager, WFM Manager, Team Managers, Trainers, Quality Specialists)- Responsibility for realization of budget - Creating and implementations bonus systems for Agents and OH Team- Creating and implementations new quality and operations process- Contact with the Client (on Manager/Director level)- Process optimization (Blending), increasing business profitability (improving business efficiency)- Negotiations with the client (price indexation)- Implementation internal raporting in Power BI in 6 different lines of business- Direct cooperation with Country Head- Supporting Sales Team in cases with potential new Clients- Administrative responsibility for the location

- Contact center project management for the client (Telco, Domestic market): Agents 140 FTE, Team Managers 8 FTE,WFM 3 FTEQuality&Training specialist 3 FTE - Responsibility for delivering the operations and quality results- Responsibility for realization of budget- Contact with the Client (on Manager/Director level)- Process optimization, increasing business profitability - Negotiations with the client (price indexation)- Implementation internal raporting in Power BI- Building positive relations with the client

- Contact center project management for business client (Payment, Domestic market), Agents 40 FTE, Team Managers 3 FTE.- Responsibility for delivering the operations and quality results- Responsibility for realization of budget- Contact with the Client (on Manager/Director level)- Implementation of new processes- Project development (Acquiring new processes from the client, Revenue increase of 25%)- Negotiations with the client (price indexation)- Implementation internal raporting in Power BI- Building positive relations with the client

- Supporting Project Manager during implementation of new project (30-40 FTE)- Managing team of agents in Call Center dedicated for business client (Payment) - 20 FTE- Implementation operations and quality processes adjusted to Client's requirements.- Realization of coachings, FB.- Quality monitoring

- Managing team of agents in Call Center dedicated for individual and business client (Telco) - 20-25 FTE- Responsible for quality and operation results of a team- Realization FB, Coaching sessions- Shift managment