Position: Junior Project Manager
Category: Project Manager
English level: upper
Years of experience: 0.5

Working as Call Monitoring Agent was promoted to Shift Leader Manager.
IT Project Manager at Catch the Moment (non-commercial) (January 2023 - Present)

Responsibilities:

- Coordination team members.
- Recruiting new members to the project team. 
- Onboarding new team members.
- Arranging meetings with mentors. 
- Preparing presentation of the project.
Determination and definition of the project scope, requirements, and objectives.
- Developing key project goals and collaboratively working with teams to meet those goals.
- Creating project documentation.
- Managing team schedules and team meetings.
- Conducting team meetings.
- Communication with designers and approving the platform's design.



Shift Lead Manager at Richdayfull (November 2020 - January 2023)

Responsibilities:

- Leading a team of 6 people.
- Tracking team performance.
- Monitoring team performance.
- Interviewing newcomers and proving their level of German.
- Onboarding new team members.
- Preparing educational materials, creating presentations for training courses, and conducting training courses for team members.
- Solving problems and conflicts within the team.
- Conducting One-o-One meetings.
- Organizing corporate meetings with the team.
- Administration daily operations to ensure policies were adhered to by the team.
- Dividing and delivering tasks through team members.
- Translating reports from German into English.
- Keeping records of quality reports.
- Working with CRM systems Panda, Fino and NGBO, and CDR systems Voiso and VoiceSpin.
- Investigating requests from Complaints, Compliance, Directors, and Customer Support.


Call Monitoring Agent at Richdayfull (July 2019 - November 2020) 

Responsibilities:

- Monitoring calls with clients to make sure that the Account Manager is following all the instructions and including all the necessary information.
- Filling the form on the ticketing system with the details of the call monitored.
- Making a separate report about the problematic case, if the Account Manager went against the instructions given and behaved inappropriately.
- Investigating customer complaints and non-conformance issues.
- Investigating requests from Complaints, Compliance, Directors, and Customer Support.
- Working with CRM systems Panda, Fino, and NGBO, and CDR systems Voiso and VoiceSpin.