ioana ivan

* Define objectives, tasks and milestones in goal setting - establish clear priorities and schedule activities, tasks and resources optimally to achieve these objectives * Constantly review performance against targets, follow-up and take action when goals are not met * Identify problems/issues proactively and take preventive steps * Identify risks, explore all possible options and come up with innovative solutions * Build credibility through self-example, hands on approach and a drive for consistently high performance * Support team performance by providing feedback and opportunities * Understand client and end customer needs * Advocate change with clear lines of open communications with the team * Identify any skill gaps within the team in conformance with the change and plans for nominating the team for learning and development programs

* Coordinating the Contact Center Team in the daily activities such as providing service to the Field teams via telephone and Email, processing claims and back office activities * Setting, monitoring and evaluating Contact Center KPIs * Acting like an interface between our Representatives, Sales Support, Marketing and other departments * Acting as first point of Field support to ensure highest levels of service * Proactively engage in process improvement projects * Proactively act to drive Representatives satisfaction higher * Ensuring the Contact Center team provides appropriate support for the Field Force * Planning, organizing and monitoring of all subordinates * Leading my team via performance management, motivation, coaching & development * Relocation and transition of the Contact Center from outsourced to in-house and partially outsourced back in Germany

* Coordinates, controls and supports Customer Care Representatives * Effectively deals with conflicts * Monitors and evaluates CC Reps, individual KPI’ s * Identifies and suggests training needs * Holds department meetings, leads and motivates staff * Surveys staff punctuality/ attendance/ discipline/ evidence of holidays/ payments * Elaborates working schedule and allocates desks * Clearly defines tasks and objectives for the team * Monitors progress of objectives to ensure the team stays on course

* Active member of The “Fellow program” – training and feedback for the new employees * Active member of the Support team- offering support to other colleagues with work procedures * The highest qualification in the Performance Appraisal System

* Coordinates, controls and coaches assistants * Sets, monitors and evaluates individual KPI’s * Drives continuous process improvement * Implements, maintains and reviews process related policies and procedures * Ensures team and individual target achievement * Prepares and performs month end financial procedures * Supervise the payments processes and reconciliations through different payment methods (bank transfer, check, direct debit) * Additional Role – Desktop Procedure Specialist - design the process, obtain the buy-in from the stakeholders, roll-out the new Biannual Review Process and coordinate the reviews on all process-related official documentation, act as a first check-up point in SOX compliance in existing and new processes.