Operations Manager

Была больше месяца назад

По договорённости

29 лет (родилась 14 января 1996)

Москва

Войковская

Занятость

полная занятость

Гражданство

Россия

Контакты

Почта

Будет доступна после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 10 лет и 5 месяцев

- Август 2020 – работает сейчас
- 5 лет и 4 месяца
Operations Manager
Telus International Europe
https://www.telusinternational.com
Обязанности и достижения:
- Maintaining constant communication with management, staff, and client to ensure proper operations of the organization - Developing, implementing, and maintaining internal organizational processes - Actively pursuing strategic and operational objectives - Tracking staffing requirements, hiring new employees as needed - assisting HR with recruiting when necessary. - Overseeing budgeting, reporting, planning, and auditing.
- Январь 2019 – август 2020
- 1 год и 8 месяцев
Assistant Supervisor
Telus International Europe, Москва
https://www.telusinternational.com
Обязанности и достижения:
- Providing mentorship, guidance and career development to members of my team - Leading a high-performing team through a dynamic environment where constant changes are required (bi-weekly policy changes) - Directly responsible for the establishment and the achievement of team and individual KPIs - Identifying actionable insights, implementing improvements of tools, workflows and how to increase the work efficiency and quality - Processing feedback to/from the client from platform community and operational teams - Supervise team discipline and adherence to company's internal rules and policies - Team leadership through effective and efficient communication within the accounts and with cross-funtional teams within the company - Conducting interviews for new hires and providing feedback - Responsible for administrative tasks like preparation of schedules, managing shift swaps, Paid Time off management, handling transportation schedules and issues, etc.
- Сентябрь 2017 – декабрь 2018
- 1 год и 4 месяца
Subject-Matter Expert
Telus International Europe, Москва
https://www.telusinternational.com
Обязанности и достижения:
- Continued assistance of team members on our queues (both email and phone) - Providing leadership amongst peers in development initiatives such as assisting with nesting of new team members, staffing plan, PTO management - Answering questions and provide floor support to other team members - Handle customer escalations - Assisting/Leading refresher training
- Сентябрь 2016 – сентябрь 2017
- 1 год и 1 месяц
Customer Support Representative
Telus International Europe, Москва
https://www.telusinternational.com
Обязанности и достижения:
- Assisting players (Boom Beach, Hay Day, Clash of Clans & Clash Royale) with any issues they might experience or report via email and chat - Focus on the player and provide the ultimate player experience - Resolving technical issues, collecting and escalating player feedback
- Февраль 2015 – март 2016
- 1 год и 2 месяца
Customer Support Representative
Concentrix
https://www.concentrix.com
Обязанности и достижения:
- Providing direct support to business owners via chat, calls and email - Represent Tripadvisor in all customer interactions displaying company values and focused on member satisfaction - Service booking requests, receiving inbound support calls, and handling cases

Образование

- Высшее образование
- 2018
University of National and World Economy
Факультет: Political science and International Relations
Специальность: Political science

Обо мне

Дополнительные сведения:

Operational manager with years of experience in BPO (customer support and content moderation), performance management, process optimisation and KPI delivery, looking forward to learning, growing and contributing to new projects and opportunities. Оптимизация бизнес процессов, Составление планов по обучению персонала, Подбор персонала, Организаторские навыки, Управление командой, Внутренние коммуникации, Работа в команде, Руководство коллективом, Проведение презентаций, Английский язык, Работа с большим объемом информации