nicoleta dobre

* Provide advice to management on daily employee relations and performance management issues * Support in implementing initiatives for better employee experience * Identify ways to improve policies and procedures * Conduct local Employees and Pulse Survey, facilitate workshops on this topic and contribute to the organizational focus on increase the employee's engagement and health * Facilitate workshops on various topics * customer focus, culture, recruitment) * Represent the company in various Employer branding interventions * Train and provide support to HR team members.

* Performance management: * Responsability on the performance management process. * Learning and development: * Identify and assess training needs through job analysis, career paths, annual performance appraisals and consultation with line managers * Draw an overall or individualized training and development plan that addresses needs and expectations * Deploy and promote a variety of learning methods * Monitor and evaluate training program’s effectiveness * Manage training budget * Designing and coordinating a variety of development programs for both staff and managerial population * Delivering training sessions * Identifying and evaluating external training vendors for delivering training on specific needs & terms.

* gt * Handle escalated calls, complaints, questions and queries, as required. * gt * Monitoring, organizing and coaching team on a daily basis. * gt * Recognise individual accomplishments and exceptional performance. * gt * Identify new ways to increase the opportunities of sales. * gt * Understand the evolution of customer needs and offer suggestions to develop or improve products and services. * gt * Coordinate Customer Care projects. * gt * Conducting workshops for better customer experience with proven impact on quality. * gt * Provide the team with a vision of the project objectives. * gt * Deliver soft skills & hard skills training for new employees with focus on customer needs, sales, applications, product and services. * gt * Follow-up, retraining and coaching.

* gt * Answer a high volume of calls and maintain a rapid response rate according to agreed standards. * gt * Explain products or services and prices, and answer questions from customers. * gt * Optimise quality of service, business growth and customer satisfaction through appropriate propositions.

* gt * Identifying organizational needs for teams & individual and developing yearly training strategy. * gt * Coordinate projects like Stress Management and Personal Positive Impact, recruiting and train the associate trainers for these topics * pilot, implementation, evaluation & delivery. * gt * Provide feedback for the associate trainers during and after the training delivery. * gt * Permanent monitoring and developing the associate trainers performance. * gt * Identifying and evaluating external training vendors for delivering Telekom Romania training on specific needs & terms. * gt * Designing and delivering internal soft-skills training: * Stress Management * Change Mangement * Coaching & Feedback * Effective Communication * Customer Care * Complaint as a gift * Communication & Retention * Personal Positive Impact * Team development workshops