Katarzyna Sikora

As a SME and PT I was responsible for:
• Planning and fulfilling process of migration and transitioning from in-house office in Poland to outsource partner in India.
• Working on and supervising process training materials preparation.
• Delivering training at partner’s office in India.
• Reporting any issues and risk factors Participating and contributing weekly leadership meetings.

As a Supervisor I was responsible for:

Leadership team
• Participating and contributing weekly leadership meetings.
• Supporting other teams as and when required.
• Communicating regularly with the SCC leadership team to offer feedback and ideas on enhancing the customer experience, employee motivation and driving operational efficiency.

Quality & Customer Experience
• Ensuring regular quality assessments are completed for the team and fully supporting the European Service Experience team in implementing changes to improve quality across the team and the centre as a whole.
• Ensuring every team member is tracking their learning journey and accomplishments and ensuring ongoing coaching and development.
• Being the main point of escalation for team members (customer or partner contacts)
• Taking ownership for consistently enhancing the customer experience.

People / Team – up to 25 agents
• Building a culture and centre of excellence through the recruitment, motivation, and development of employees who are passionate about customer care.
• Conducting regular one to one sessions with direct reports and identifying, setting & measuring objectives and SLA’s in line with the centre’s objectives.
• Conducting monthly 121’s with all members of the team along with the bi-annual DPM performance management process and following through with actions agreed.
• Assisting in the creation of an environment where people are recognised and rewarded for their positive contribution to the business.
• Co-ordinating the daily workload planning of the team to ensure the SCC KPI’s and SLA’s are achieved.
• Leading and arranging weekly team meetings.

Process / Reporting
• Leading by example representing the values of the business.
• Playing an active part in the companies “closing the loop” initiative and to report to the service experience team any improvements needed.
• Reviewing processes on a regular basis.
• Identifying key contact drivers for the team and working with the relevant department heads to champion through change and process enhancement.

• Assisting the Supervisor in the preparation of daily/weekly reports;
• Handling customer complaints and feedback;
• Building and maintaining good relations with customers and suppliers;
• Being the first point of escalation for contacts from the team members;
• Resolving Executive Escalations;
• Taking ownership of all the enquiries to ensure fast and efficient resolution;
• Ensuring the customer is kept informed of any developments relating to their query until a full resolution is reached;
• Supporting escalated customer contacts from outsource partner SITEL;
• Actively taking part in all additional projects;
• Participating and contributing to daily huddle meetings when required;
• Assisting the Supervisor with the division of workload for the team and monitoring /re-organising throughout the day to ensure SLA targets are met;
• Escalating to the Supervisor any staff performance issues or concerns;