Position: Head of Customer Support
Category: Support
English level: upper
Years of experience: 6

Reduction of personnel recruitment costs due to decresing of turnover of personnel to 45% (from 90% to 45%)
Initiated a change in the script of a telephone interview with candidates, which decresed the rejection rate of candidates in the call interview from 70% to 40% on cold bases
Created group of experts to work with hard, repeated cases. As a result, the level of satisfaction increased by 10% and the number of repeated calls decreased by 5%
Started The Tone of Voice Project - the main thing is to change scripts to friendly communication. As a result C-Sat incresed from 8.8 to 9.3
Launched a website for operators where they can check there kpi`s
Launched Gamification projects that increased efficiency of personnel
Members of my team reached the finals of the "Dzwinner" competition (the best service team and the operator of the year)
%Conversion increased twice in last 2 years
Manage and supervise 9 team leaders and 100+ agents(inbound and outbound)
Providing high availability and service quality of the Call Center (CAR, SL, CSat, NPS, RFT etc.) Improving the commercial efficiency of the Call Center by increasing cross-selling, upsales, sales of equipment
Analysis of current processes and initiate optimisations
Work to reduce the staff retention
Creating kpi`s for employees
Creating and adjusting a training program for retention, sales and customer support
Resource planning according to the call forecast