Magdalena Weiner's Email Addresses & Phone Numbers

📖 Summary

Contact Centre Manager @ - Responsible for the daily running and management of the Contact Centre through the effective planning and utilization of resources. - Responsible for achieving KPIs in areas of productivity, cost efficiency, quality and sales conversion. - Providing leadership and guidance to all staff, in order to create and maintain a working environment of commitment and passion for excellent customer service, consistent with the 5 star brand of Qatar Airways From October 2013 to Present (2 years 3 months) Wroclaw, Lower Silesian District, PolandCustomer Services Manager @ • Overall responsibility for the service delivery of a multilingual Contact Centre serving 9 markets in 7 languages • Managing the Team Leaders’ performance and development • Responsibility for revenue generation by developing team / individual sales targets • Responsibility for the Service Levels for all services • Addressing the underperformance of the team members, including appropriate disciplinary actions • Preparing and implementing the monthly scorecards for the CS Agents and Team Leaders to measure and improve the individual performance results From August 2013 to April 2014 (9 months) Wroclaw, Lower Silesian District, PolandOperations Manager for Easy Jet contact center @ SERVICE DELIVERY • Managing the contact center of over 260 employees in 4 European languages: French, Italian, German and Spanish, accountability for the achieved results • Running the day to day operations : ensure all the KPI’s are met/exceeded on a daily/weekly/monthly basis • Monitoring and analyzing the results with identifying the areas for improvement (training needs, processes change) • Preparing weekly, monthly, quarterly reports (internal and for the Client), including the trend analysis, realistic action plans and measurable objectives to increase the efficiency TEAM MANAGEMENT, RELATION MANAGEMET • Ensuring smooth and effective communication: driving alignment between individuals, teams and departments with the different perspectives and approaches • Coaching and mentoring, developing team members, maintaining discipline/integrity/work ethics • Building a positive relation with the Client, based on the mutual respect and win-win model From July 2012 to August 2013 (1 year 2 months) Kraków Area, PolandAsst. Manager - Training Leader @ • Managing the Training Team of 12-15 Trainers • Developing the team members to ensure all the KPIs are met or exceeded • Managing the training team performance (KPIs, attrition, motivation, work distribution and planning) • Overall responsability for the training results to ensure the high quality of the resources handed over to the production environment • Development of training plans to identify, analyze and effectively respond to the company training needs, with ensuring the best practices in training delivery • Creating the career planning strategies; sharing the best practices; setting the individual short and long term goals • Managing the monthly and annual appraisals / incentives program From November 2009 to August 2012 (2 years 10 months) Regional Marketing Manager @ • Overall responsibility of the outdoor marketing for the South East Region • Working with external providers, creating and coordinating events, preparing regional campaigns • Managing marketing costs and developing the cost-killing initiatives, based on creative, out of the box approach From June 2007 to September 2008 (1 year 4 months) Asst. Manager / Training Coordinator @ • Internal trainings management for South-East Region; working on training needs analyzis, training quality, modules and reporting • Managing hypermarket’s administration (internal and external communication, reports, contacts with the clients, City Council, responsability of all the necessary licences / authorisations • Managing the various regional and local charity programs • Involvement in opening of new hypermarkets in South-East region: participation in negotiations, creating the opening campaings and events, involvement in the recruitment of the managers From February 2005 to June 2007 (2 years 5 months) Art and Science of Coaching @ Erickson College From 2012 to 2012 Master, French Philology @ Jagiellonian University From 1997 to 2002 Magdalena Weiner is skilled in: Coaching, Training, Team Management, Management, BPO, Performance Management, Call Center, Outsourcing, Employee Engagement, Operations Management, Transition Management, Change Management, Talent Management, Training Delivery, Team Leadership