Naum Duni

Currently I'm manager of Customer support and Troubleshooting departments in call center environment for Telecommunications client.
Below are my main activities :
-Creating, developing and implementation of the work procedures and instructions.
-Evaluating the decisions effects, identifying operational and procedural risk situations.
-Follow-up activities, minimizing and eliminating risks and failures.
departments under administration.
-Coordinating and monitoring team's performance.
-Running pro-actively or upon request KPI reports and analysis in order to understand the team's
performance and takes decisions in accordance with the data.
-Periodical supervisors and team's performance evaluation;Setting actions of improvement when
necessary (monthly);Making sure that the supervisors have the knowledge and know how up to the
requested level.
-Advises when coaching sessions, refreshers or 101s are needed to be completed by the
Trainer/Supervisor and on what topics;Monitors the improvement of agents quality and takes
appropriate actions and decisions.
-Responsible to ensure shift coverage as requested and to create weekly schedules.