пропозиції роботи
Jacek Moskwa
Associate Process Manager, HCL Poland Sp. z o. o. , Krakow
Kraków,
małopolskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
Zobacz pełny profil
Umiejętności
Zarządzanie klientami
Zarządzanie wydajnością
Coaching
Rekrutacja konktraktowa
Prawo jazdy
Szkolenia pracowników
Employer Branding
Angielski
Zarządzanie kluczowymi klientami
Prawo pracy
Zarządzanie
Microsoft Excel
Microsoft Office
Negocjacje
Rekrutacja
Raportowanie i analizy
RPO
Screening
zarządzanie talentami
Taleo
Praca w zespole
Szkolenie
Zarządzanie zespołem
Obsługa klienta
Prawo jazdy kategoria B.
MS Office: Word, Excel, PowerPoint
Języki
angielski
biegły
rosyjski
podstawowy
Doświadczenie zawodowe
Associate Process Manager
• Responsible for providing leadership and managing two business lines in EMEA region: Customer Service Support and Technical Support Administration.
• Responsible for Knowledge Transfer and implementation of new processes.
• Support in process expansion, staffing and new hire training
• Lead role in developing and implementing best practices
• Interact with client on regular basis for reporting and performance of SLAs
• Meet Client & Organizational objectives at the team level
• Manage customer escalation
• Manage the floor ensuring consistency, adherence and discipline
• Report Performance and escalate problems
• Responsible for Knowledge Transfer and implementation of new processes.
• Support in process expansion, staffing and new hire training
• Lead role in developing and implementing best practices
• Interact with client on regular basis for reporting and performance of SLAs
• Meet Client & Organizational objectives at the team level
• Manage customer escalation
• Manage the floor ensuring consistency, adherence and discipline
• Report Performance and escalate problems
Team Leader
Manage and supervise the team to deliver high quality, professional day to day HR Administration service to the Client in several EMEA countries
Managing team of 18 Administrators, Specialists and senior Specialists
Manage day to day team’s issues, flag and mitigate them and manage escalations
Keep all required process documentation up to date (process maps and procedures)
Produce and analyze related management reports to observe trends and introduce improvements
Handle regular communication with the Client to build and maintain professional business relationship
Preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
Managing team of 18 Administrators, Specialists and senior Specialists
Manage day to day team’s issues, flag and mitigate them and manage escalations
Keep all required process documentation up to date (process maps and procedures)
Produce and analyze related management reports to observe trends and introduce improvements
Handle regular communication with the Client to build and maintain professional business relationship
Preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
Team Leader
Managing a Team of 18 Administrators and Specialists
Responsible for team objective setting, performance management, team morale, motivation, efficiency, development and succession planning
Monitoring service levels, maintain service consistency and quality
Building and maintaining strong working relationships with internal and external clients
Ensuring required resource levels are in place to ensure service delivery to accounts meets KPIs and SLAs
Identifying opportunities to improve service and processes, implementing of procedures and policies
Acting as a main point for escalations surrounding client, contractor and internal issues
Managing periodic reports for external and internal clients
Providing advice and education to the team around legislative information essential to proper service delivery
Providing coaching sessions to Team members
Responsible for team objective setting, performance management, team morale, motivation, efficiency, development and succession planning
Monitoring service levels, maintain service consistency and quality
Building and maintaining strong working relationships with internal and external clients
Ensuring required resource levels are in place to ensure service delivery to accounts meets KPIs and SLAs
Identifying opportunities to improve service and processes, implementing of procedures and policies
Acting as a main point for escalations surrounding client, contractor and internal issues
Managing periodic reports for external and internal clients
Providing advice and education to the team around legislative information essential to proper service delivery
Providing coaching sessions to Team members
Kierownik Zespołu ds. Telefonicznej Obsługi Klienta w Global Service Centre Europe 1
Supervising up to 35 employees in the Call Centre Department
Managing a Team of 15 Call Centre Assistants and Officers
Providing adequate manning in the department, initiating and conducting recruitment, planning working time and shift changes in the Department
Managing Team work: preparing reports and analysis of current Team work, allocating tasks, supervising subordinates performance and their career progress, conducted periodic assessment process
Aiding Department staff members in resolving of difficult clients issues
Supervising Assistants and Officers in terms of quantity and quality of inbound and outbound call in the area of active sale of the bank products;
Conducting coaching and monitoring sessions of Department staff members telephone conversations with customers
Preparing and conducting test to verify employees knowledge and skills, preparing and updating appropriate training and testing materials
Managing a Team of 15 Call Centre Assistants and Officers
Providing adequate manning in the department, initiating and conducting recruitment, planning working time and shift changes in the Department
Managing Team work: preparing reports and analysis of current Team work, allocating tasks, supervising subordinates performance and their career progress, conducted periodic assessment process
Aiding Department staff members in resolving of difficult clients issues
Supervising Assistants and Officers in terms of quantity and quality of inbound and outbound call in the area of active sale of the bank products;
Conducting coaching and monitoring sessions of Department staff members telephone conversations with customers
Preparing and conducting test to verify employees knowledge and skills, preparing and updating appropriate training and testing materials
wystawiono
Profesjonalny i konsekwentny w osiąganiu zalożonych celów. Zdobył szacunek podwładnych i uznanie wśród współpracowników. Godny polecenia każdemu Pracodawcy.
współpracownik
wystawiono
Odpowiedzialny, kompetentny i profesjonalny w najmniejszym calu. Zdobył szacunek podwładnych i uznanie wśród współpracowników. Godny polecenia każdemu Pracodawcy, który chce osiągnąć sukces na rynku międzynarodowym.
Specjalista ds. Reklamacji i Obsługi Klienta
Supervising Claims and Customer Service Department
Treating customers claims
Supervising compliance with the Board of Electronic Communication and the Office of Competition and Consumer Protection regulations
Supervising the Info line
Conducting recruitment process and training for new employees as well as additional internal trainings
Participation in the development and testing of the company’s CRM systems
Treating customers claims
Supervising compliance with the Board of Electronic Communication and the Office of Competition and Consumer Protection regulations
Supervising the Info line
Conducting recruitment process and training for new employees as well as additional internal trainings
Participation in the development and testing of the company’s CRM systems
Specjalista ds. Obsługi Klienta
VNV, firma telekomunikacyjna
Telephone customer service
Coordination of the Sales Representatives Team work
Preparing reports and analyzes of the teams work
Coordination of the Sales Representatives Team work
Preparing reports and analyzes of the teams work
Pracownik Działu Reklamy i Promocji
Tarqa, firma handlowa
Customer service
Recruitment and training of new employees
Recruitment and training of new employees
Szkolenia i kursy
"Nastawienia, motywacje i coaching"
Szkolenia pracownicze dotyczące technik sprzedaży i obsługi klienta
Państwowe uprawnienia instruktora rekreacji ruchowej o specjalności samoobrona
Szkolenia pracownicze dotyczące technik sprzedaży i obsługi klienta
Państwowe uprawnienia instruktora rekreacji ruchowej o specjalności samoobrona
Edukacja
Socjologia, magisterskie
Uniwersytet Jagielloński w Krakowie
Specjalizacje
Human Resources/Zasoby ludzkie
Kadry i płace
Human Resources/Zasoby ludzkie
Rekrutacja/Employer Branding
Human Resources/Zasoby ludzkie
Zarządzanie HR
Organizacje
Członek założyciel Polskiej Federacji Aiki Ju-Jutsu
Inne
Sprawna obsługa komputera oraz popularnych aplikacji
Znajomość pakietów MS Office i Open Office
Znajomość obsługi rekrutacyjnych baz danych : Talent Link, SkillStream
Znajomość obsługi bankowych systemów operacyjnych: CBS, EzApp, Caesar, CMS
Znajomość obsługi programu Lotus Notes
Znajomość pakietów MS Office i Open Office
Znajomość obsługi rekrutacyjnych baz danych : Talent Link, SkillStream
Znajomość obsługi bankowych systemów operacyjnych: CBS, EzApp, Caesar, CMS
Znajomość obsługi programu Lotus Notes
Grupy
Alexander Mann Solutions laureatem programu Inwestor w Kapital Ludzki
Firma Alexander Mann Solutions Poland została laureatem programu INWESTOR W KAPITAŁ LUDZKI, który wyróżnia najlepszych pracodawców na rynku polskim.
Alexander Mann Solutions - Polska
Alexander Mann Solutions, jest firmą międzynarodową, która swoją pionierską działalność w zakresie Outsourcingu Procesów Rekrutacyjnych (ang. RPO - Recruitment Process Outsourcing) rozpoczęła w 1996 r
Kraków
Dla osób mieszkających, studiujących, pracujących lub zamierzających pracować/mieszkać/studiować*) w Krakowie lub okolicach
*)niepotrzebne skreśl
Outsourcing - Call/Contact Center
Outsourcing procesów biznesowych ze szczególnym uwzględnieniem obszarów związanych z kontaktem z klientem.
RPG Fans
Grupa zrzeszająca wszystkich miłośników gier RPG, paragrafowych i tych którzy zachwycają się fantasy :) Zapraszam!
Shared Services Centers in Poland
Grupa przeznaczona dla obecnych, byłych i przyszłych pracowników Centrów Finansowo - Księgowych, Centrów Usług Wspólnych i BPO w Polsce
