Руководитель контакт-центра / Call Center Quality Manager / WFM manager

Был больше месяца назад

160 000 ₽

61 год (родился 14 августа 1964)

Москва

Занятость

не указано

Гражданство

не указано

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 15 лет и 2 месяца

- Декабрь 2008 – февраль 2016
- 7 лет и 3 месяца
WFM consultant, project manager
Teleopti AB, Москва
Обязанности и достижения:
Teleopti AB. Since 11/2008 till February 2016. WFM/WFO consulting, deployment, implementation. Project management and presale. Training of customer persons on customer sites. Analysis and changing customer business process. More 20 successful projects in Russia, Ukraine, Belorussia, Kirgizstan and Kazakhstan. Call Centers Megafon (8 sites), MTS (8 sites), Rostelecom, Tele2, Alfa Bank... Integration WFM and SAP
- Май 2005 – ноябрь 2008
- 3 года и 7 месяцев
Chief architect, presale, project manager
Sitronix, Москва
Обязанности и достижения:
Project management of MTS call centre deployment. In 8 macroregions in Russia. Genesys. Manager of Call Centres and Corporate Telephone technology. Architecture Deployment and Support Call Centers, IVR systems, Quality Monitoring, Outbound, corporate telephone systems. Call Centers consulting and presale. Training of customers persons and sales persons. Call Centre Kvazar-Micro in Kiev (Nortel CCM6, Call Pilot, Vocord), Call Centre Kuda.Ru company (Genesys, GVP). Integration Call Centre MTS (Genesys) with Siebel CRM. Telephone system of Emerson company (Nortel CS 1000).
- Январь 2001 – май 2005
- 4 года и 5 месяцев
Call Center and elecom enjineer
AVON, Москва
Обязанности и достижения:
Administrator of Contact Center and Telephones systems. Support, development and design of corporate Contact Center. Management of Contact Center and telecom projects. Training of supervisor and agents persons, KPI control, scripts formation, Call Center standards formation. Implementation standards of quality. Nortel Symposium, Call Pilot, Meridian1 PBXs, IVR, Quality Monitoring, Outbound.

Образование

- Высшее образование
- Дневная/Очная
- 1988
МГТУ МИРЭА
Факультет: Кибенетики
Специальность: Конструирование ЭВА

Обо мне

Дополнительные сведения:

WFM/WFO, Call Centers, QM. 18 years of experience in Corporate Telephony, Call Centers and WFM/WFO consulting, training, presale, implementation and support. Projects management. WFM/WFO expert. Working with big Call Centers. Manage distributed international project teams. Hardware and software deployment/support of Call Center Suite of Genesys and Nortel.