What you will enjoy doing
You will be leading the transfer and centralization of processes/tasksAdditionally, you will be responsible for the team management, focus audit on agents' performance, 1:1 conversations and follow-upsMoreover you will do KPI's analysis and reporting of resultsYou will do daily preparation of reports based on KPI's: daily, weekly, monthly, quarterly and annualYou will be able to create and maintain internal work instructions and support materialsyou will select personnel, initial training for new hires and continuous trainingEnsure compliance with operational standards, quality and GDPRMaintenance and update of internal procedures of the DepartmentCoordination with different business areas to ensure alignment of processes/procedures and continuous improvements, support Agents and solving doubts regarding proceduresYou will actively participate in digitalization and task automa...