Maciej Domaradzki

Middle East | UAE, Bahrain, Saudi Arabia

- Actively participate in the transition process of Middle East countries
- Manage the Middle East Customer Contact Specialists team of 10 Arabic speakers
- Quality monitoring implementation for Kraków Global Contact Centre

- Supervise the team to deliver high quality, professional and proactive day to day service to the client, with agreed SLA's
- Manage day to day team's issues, flag and manage escalations
- Keep all required process documentation up to date (process maps and procedures)
- Prepare the HR related reports on workload management, SLA achievement and process efficiency
- Analyse the related management reports to observe trends and introduce improvements
- Manage process according to Capgemini methodology
- Provide feedback to the HR Admin team performance

- Work closely with the teams (OPS, training, quality) to achieve quantitative and qualitative targets specified by the Client.
- Responsible for managing workload of QAs.
- Responsible for QA Team attendance.
- Provide feedback to the QA performance.
- Assure quality training and certification for new Quality Team members.
- Responsible for Quality Team reporting.
- Monitor calls, chats and emails.
- Provide feedback to the team on the basis of their performance.
- Conduct regular calibrations within the team.
- Carry out trend analysis.
- Conduct batch-wise presentations to OPS with a plan of action for improving performance.
- Ensure regular meetings with OPS to keep them informed of any developments relating to the training processes and updates received from Client.
- Ensure product updates for the process are cascaded among Customer Service Executives.
- Attend calibration calls with clients and cover all quality related topics.

- Responsible for maintaining excellent level of service delivered to customers
- Responsible for quality reporting
- Monitor calls, e-mails and chats.
- Provide feedback to teams on the basis of their performance.
- Conduct briefings for teams.
- Ensure regular meetings with Team Managers, Team Leaders and Team Coordinators to keep them informed of any developments relating to the performance of the team and updates received.
- Ensure product updates for the process are cascaded among Customer Service Executives in every team.
- Attend calibration calls with clients.
- Identify process gaps and collaborate with the respective TL and TC to formulate solutions.
- Participate in recruitment - voice and accent, written skills assessment (french language), OPS interviews.
- Responsible for process improvement.

- Monitor calls, e-mails and chats.
- Provide feedback to teams on the basis of their performance.
- Conduct briefings for teams.
- Ensure regular meetings with Quality Analysts and Team Leaders to keep them informed of any developments relating to the performance of the team and updates received.
- Ensure product updates for the process are cascaded among Customer Service Executives in every team.
- Attend calibration calls with clients.
- Identify process gaps and collaborate with the respective QA and TL to formulate solutions.

- Responsible for handling calls, emails and chat requests from customers,
providing customer pre and post-sales support and service.
- Ensure to provide customer satisfaction by helping them plan & book
their travel arrangements and also by helping them resolve their issues in
a manner that will result in the highest levels of customer care, prompt
issue resolution, and cost effectiveness.