Position: Support Manager/PM
Category: Support
English level: fluent
Years of experience: 4

When I have started managing the team we had a lot of difficulties but working closely with the Head of CS gave me the opportunity to be able to increase our team by 50% Furthermore, I was able to decrease staff turnover, which is a very hard thing to get as agents are working 24/7.Also, I was able to help a lot of agents to continue their job carrier within a company.
Mostly my job experience is connected with people management. Currently, I am working closely with the HR department on interviewing, selecting, and hiring the best candidates. Furthermore, I am experienced in identifying risks, decision making, training, motivation, conflict management, team building, conducting PR meetings, giving feedback, project documentation (scripts; KPI matrix). Also, I am working along with the IT department (PM, QA) on a day to day support issues (bug reports, case escalations, customer complaints, daily stand up meetings, etc.
I am not interested in Sales and Lead Generation