Łukasz Kamil Kolasa

Managing the systems and resources responsible for monitoring, tracking and producing effective call center forecasts and schedules to ensure the achievement of operating objectives.

• Provide leadership, direction, and training to staff who will use the call center application to effectively meet service objective
• Be a subject matter expert on the applications functionality and to ensure it is successfully deployed to meet requirements
• To effectively develop forecasts of anticipated workload for both the customer and reps
• Develop resource models to effectively plan hiring and training timelines to optimize service delivery performance; provide critical input to support the annual planning process providing
recommendations for viable and innovative staffing plans
• Perform ongoing research to benchmark service delivery goals and initiate recommendations for any changes or improvements
• Establish and maintain interfaces across departments to evaluate and assess their impacts to call center workloads
• Direct the development and deployment of appropriate reporting to share critical operating data in a timely and effective manner; develop and communicate explanation for variance of workload and resource availability
• Develop and deploy effective staffing administrative activity to optimize the use of available
resources, ex. Vacation schedules
• Develop and communicate clear process documentation to support all and any resourcing and forecasting methodology
• Establish and maintain strong working relationship with key operating vendor(s) to ensure that
applications are upgraded and perform optimally
• Participate as a membership of the Call Center leadership team in working to ensure that service
goals are achieved across call center operations; facilitating the review and analysis of factors impacting service delivery performance
• To continuously review data to provide insight and to develop strategies to optimize performance

• Direct responsibility for human and infrastructural resources in Contact Centre (200 workstations in the inbound and outbound traffic)
• Preparation of organizational, customer-oriented procedures in the Contact Centre

• Supervising the work of the Real Time Management team, responsible for overseeing the work and performance of contact center 

• Designing of call distribution structure and reporting

• Contact Centre performance analysis, including the service of e-mail traffic

• IVR designing and optimization in aspects of technological processes, sales and customers retention

• Forecasting of inbound and outbound contact traffic

• Short and long-term forecasting of employment and hardware requirements, for ensuring the implementation of sales plans and set of indicators (SL and NPS)

• Support in coordination of call center outsourcing services, including direct collaboration with external contact centers in the settlement indicators and technology

• Monitoring of compliance with employment and infrastructure budget

• Motivating and inspiring the team to surpass their potential.
• Encouraging, supporting, and motivating actively one’s peer team.
• Monitoring, organizing, and coaching team on a day-to-day basis.
• Communicating the company’s purpose, core values, vision to the front employees.
• Striving for new ways continually, to increase the opportunities of sales.
• Handling escalated calls, complaints, questions, and queries as necessary.
• Facilitating cross-functional communication within employees for improved working condition.
• Creating a conductive work environment for all the call center’s employees.
• Carrying out team meetings and actively participating in the monthly and weekly meetings.
• Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.

• Striving for new ways continually, to increase the opportunities of sales.
• Handling escalated calls, complaints, questions, and queries as necessary.
• Ensuring that the employees follow their schedules properly as designed.
• Facilitating cross-functional communication within employees for improved working condition.

• Deal directly with customers by telephone
• Handle and resolve customer complaints
• Process orders, forms, applications and requests
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken

• Investigate and resolve complaints regarding food quality, service, or accommodations
• Schedule and receive food and beverage deliveries, checking delivery contents in order to verify product quality and quantity
• Monitor food preparation methods, portion sizes, and garnishing and presentation of food in order to ensure that food is prepared and presented in an acceptable manner.
• Schedule staff hours and assign duties
• Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities
• Coordinate assignments of cooking personnel in order to ensure economical use of food and timely preparation
• Keep records required by government agencies regarding 
sanitation, and food subsidies when appropriate
• Establish standards for personnel performance and customer service
• Estimate food, liquor, wine, and other beverage consumption in order to anticipate amounts to be purchased or requisitioned
• Review work procedures and operational problems in order to determine ways to improve service, performance, and/or safety
• Maintain food and equipment inventories, and keep inventory records
• Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance in dining and lodging facilities
• Order and purchase equipment and supplies