Daniel Frygies

Management of a multinational contact centre for 18 countries in Europe (including Scandinavia).
This role requires and excellent knowledge of contact centre environment in order to organise and ensure delivery of required KPIs and standards to the audience (internal and external customers). It is also about constant process improvement and creating a positive, friendly and optimistic environment where employees meet their personal and professional goals sharing satisfaction. This position drives to excellency in work flow, delegation, time management and task orientation.

The position requires to manage teams in order to provide the best service in class to our customers and representatives.
Main tasks are to reach KPI's through resourceful tasks distribution, organising team's activity, assist with scheduling, organising and delivering training, providing coaching and mentoring, handling and assisting to deal with legal complaints, motivating team members, coordinate numerous projects, ensuring development to the team, recruiting team members, administering internal documentation and process flow, conduct performance audits, evaluating team members in terms of quality and quantity of workload.

This position requires handling two areas of business simultaneously: organization and scheduling (Workforce) and alignment to the demand of Customer Service (Operations) in terms of inbound/outbound contacts via phone, chat, email, written correspondence; leading, planning and organization of day-to-day activities as well as additional sessions (overtime on demand); monitoring and forecasting of call volumes in order to prepare and adjust daily activities to achieve KPIs; focal point for systems issues, escalating them properly; adjusting daily activities to unplanned absenteeism, tracking and audit statistical data relating to Call Center service levels; productivity maximizing during non-peek periods and productivity minimizing during peek hours to reduce wait-time.

In this position I was responsible for all communication coming in to the contact centre and released to our customers (in the countries I managed: United Kingdom, Poland, Czech Republic, Hungary).
I was responsible for reaching targets daily/monthly based on needs. Customer focus was crucial in this role.
Major tasks were: managing the team (up to 20 members) providing feedback, mentoring and coaching; achieving given performance standards; creating pleasant, positive, supportive and enthusiastic workplace to ensure low attrition; performance analysis and addressing issues to individuals; determine improvement possibilities.

This were two roles combined: Team Captain responsible for team's quality and Virtual Trainer to business staff.
As a Team Captain my task was to ensure the quality standards are met and constantly improved. It required to evaluate calls and back office against procedures and standards and providing feedback to individuals in terms of their quality and quantity performance. One of the core tasks here was to update existing procedures and create new ones.
As long as Virtual Trainer position is discussed I have been delivering numerous system/procedures and product training to all employees, including new comers. I was responsible to prepare training materials, ensure access to proper systems, organising training facility and time slots for employees in scope. This position required excellent knowledge of all customer-service-related process' in the business as well as perfect knowledge of all systems employees might use.

As a representative my task was to respond to calls and correspondence as well. I have been handling calls from United Kingdom, Ireland and Poland providing the support to our existing customers as well as to potential ones. I have been supporting customers of all our products (fixed line, VOiP, mobile app). As a front line of the business I had to address issues properly and make sure customers are always given a proper solution or alternative if solution is not with us.