Isa SAHA

• Leading and coaching a team of 14 Spanish and Portuguese speakers moderators to keep the platform safe
• Working closely with the advisors (SME) on strategies to manage the KPI's
• Recruiting, managing, coaching, improving the wellness and developing direct reports
• Designing strategic plans for Moderators development practices to support the success of the market
• Ensuring that the team has the skills, resources & support to perform at a high standard and looking at ways to improve efficiency, quality and team success
• Reviewing the Schedule and coverage to secure a good management of the SLA
• Helping in the implementation of new projects
• Ensuring that all services are delivered within the framework of company core values and in line with existing policies & procedures
• Identifying and exploring ways to continuously improve and provide timely feedback to cross-departmental stakeholders (QA, Policy etc.)
• Contributing to new internal SOP’s (e.g. absence and lateness management)
• Coaching the new TLs on HR topics

Key achievements

Improved the SLA to 7% over business target during the last yearly circle

Managed 4 successful Action Plans allowing direct reports to improve their Accuracy and AHT and reach the business target

Implemented new Accuracy strategy for the Spanish market

Nominated to work on an internal recognition program for EMEA offices

• Supervised 18 language advisors offering a multi-channels service
• Coached and developed the team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
• Ensured everyone had resources to meet their targets
• Conducted monthly and quarterly performance reviews
• Detected talents and motivated their progress
• Reported issues, challenges, improvement to the Customer Service Manager
• Worked closely with IT and escalated issues
• Managed holidays, sickness and lateness
• Ensured policies health and safety guidelines are respected
• Conducted first stage disciplinary meetings with HR support as necessary but focused on regular quality intervention to minimize the need.

Key achievements

Improved the NPS by 9%

Implemented WFH process during pandemic

• Supervised 10 language advisors offering a multi-channels service
• Coached and developed the team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
• Ensured each individual had resources to meet their targets
• Detected talents and motivated their progress
• Reported issues, challenges, improvement to the Performance Manager
• Worked closely with IT and escalated issue to have a quick solution
• Managed holidays, sickness and lateness
• Ensured policies health and safety guidelines are respected
• Conducted first stage disciplinary meetings with People Team (HR) support as necessary but focused on regular quality intervention to minimize the need.

• Managed the transfer of services offered by a multi-lingual and multi-channels customer organization based in London and offering services in 27 languages to new teams of a total of 41 heads in Pune and Sofia, including agents, SME, quality-assessors, team-leaders and managers
• Oriented the transfer in term of quality so that customers would not be impacted
• Helped in the transfer of existing services incorporating voice, email, live chat and social media to a new developing team
• Coached, trained and assisted new advisors
• Trained, assisted and advised team leaders, SME and team managers in Pune and Sofia in order to maintain same quality and service level that were achieved in London
• Developed a structure to help team leaders offshore to communicate with the technical teams and the management in London and Paris
• Identified gaps, risks and issues that occurred during the transfer and worked with technical team to quickly solve the issues and not impact customers
• Set new processes and enriched old processes
• Documented existing and new processes in an internal work instruction board that would help the team after the finalisation of the transfer
• Analysed issues and challenges, reported them to the Head of Operations, the Project Manager and the Customer Services Managers in London and discussed solutions
• Met all agreed-upon turnaround times for deliverables, deliverable reviews, or deliverable sign-off.

• Supervised 2 teams of 12 customer service representatives and 4 administrative agents offering services in 4 languages in a multi-channel and multi-lingual Customer Service operation
• Coached staff to ensure targets were met
• Ensured everyone had resources to meet targets defined in their Personal Development Plan
• Tracked global performances on daily basis
• Detected talents and motivated their progress
• Structured improvement plans and follow-up for outliers
• Reviewed resources to ensure a full coverage of 4 channels from 8am to 8pm in 4 languages
• Liaised with HR for absences, maternity, paternity and disciplinary management
• Liaised with Workforce management team for absences, lateness and special requests
• Worked closely with IT and escalated issue to have a quick solution
• Reported issues, challenges, improvement to the Senior Manager
• Analyzed issues, drivers and setting projects with the executive manager to offer solutions and improve services
• Recruited new agents
• Trained new agents, trained senior advisors on new products or new skills
• Ensured policies health and safety guidelines are respected.

• Responsible for dealing with customer’s queries on the non-voice channels, dealt with police authorities queries and in charge of SIM card replacements
• Handled emails, chat, Social Media to answer customers' complaints and enquiries
• Answered French police authorities requisition
• SIM cards replacement
• Punctual translation tasks
• Checked the website contents to avoid legal issues
• Assisted colleagues and supervisors solving difficult cases
• Identified technical issues proactively and reported them to the technical team and supervisors.