Sitel. Nokia department
- Senior Technical manager
2011 - maintenantResponsible for:
- Nokia Care Technical Support in English, French
- Nokia Care Channels – Voice, Email, Chat, Social Media (Twitter, Forums)
- Management Information and Reporting on KPIs
- Maximizing efficiency and ensuring all the functions of a business are running smoothly
- Managing budgets and ensuring financial and service delivery targets are met
- Engaged with Nokia Senior team to deliver their customer care strategy
- Manage all internal relationships stakeholders from Client and Internal teams from IT, HR, Facilities and Finance
- Directly involved in the recruitment process, induction training and ongoing skills development for all Agents and moderators in my team
- Organising team meetings to discuss team targets with a culture of open and honest two-way communication, encouraging feedback and sharing ideas and best practices
