Karolina Maria Konarzewska

Responsibilities:
Order to Invoice process and order management
Delivering after-sales service for Business Customers
Generating customer satisfaction
Close cooperation with other departments like Sales, Asset and Logistics
Driving On-Time-Delivery performance in line with customer and company goals
Training for new joiners

Achievements:
Taking part in the unification of part of business process for EMEA

Ensures a high quality of service in accordance with client requirements.
Ensures contractual KPI’s are met month on month.
Pre-plans the working schedule of the team together with WFM team, receives vacation forms, keeps the team updated on current process-related changes,

Monitors current tasks in terms of quality of the operations, performs call quality evaluations and leads feedback sessions with agents as well as refreshers if necessary. Identifies areas for improvement in processes & informs the management to obtain approval to implement change;

Provides process training for new employees and ensures that the staff is properly recruited and trained, so that the KPI’s are met. Ensures Training Needs Identification (TNI) is done regularly for all team members in order to address individual development needs to support business goals and minimize staff attrition; Ensures Training schedules are followed and delivered.

Manages day-to-day planning, operation and problem-solving of a team of agents to meet SLAs. Drives people management, including HR related issues, staff development. (one to one meetings, team meetings, performance management). Manages the floor, ensures adherence to schedules, displays ownership and problem resolution, motivates and develops future leaders, conducts performance appraisals.

Will work with the Human Resources Department and Process Owner on getting the right people with the right skill sets for the job; participate in the selection of and approve agent hiring in conjunction with HR department; Will involve the Human Resources department on attrition related issues and keep attrition levels; Prepares and administers disciplinary cases for agents.

Oversees that process equipment and systems operate properly Ensures that in any emergency situation the Coordinator, IT Department and Global Traffic are informed.

Ensures Reward /Recognition for Top Performers, Significant Contribution; Motivates and build the skills of the team; Encourages and drives Team activities; Builds relationship within his team; Expands team members capability on KPI (Key Performance Indicators), metrics tracked for performance management; Conduct or arrange any coaching identified for each team member to achieve and improve individual targets focusing on key drivers supporting Revenue.

Supports audit activities & requirements.

Wdrażanie nowych agentów.
Wsparcie merytoryczne i produktowe.
Działania jakościowe.

-telefoniczna oraz bezpośrednia rekrutacja personelu
-obowiązki biurowe
-tłumaczenie dokumentacji z języka polskiego na język niemiecki ( i odwrotnie)