Ričardas Riabcovas

• Led daily and mid-term meetings with team leaders and collaborated with the client to identify project drawbacks and create action plans for lacking KPIs.
• Led a team of 18 supervisors while offering coaching and mentoring opportunities and resolved complex internal scenarios.
• Managed project performance indicators based on the annual strategic plan and reported project results to the Site Lead and the client.
• Developed weekly, quarterly, and monthly project reports with business analysts, QA managers, WFM managers, and Wellness managers.
• Conducted data analysis and updated weekly reports on shifting project performance trends.

The business trip took place in Tunis, Tunisia (28.05.2022-27.06-2022)

Responsibilities:

• Provided strategic advice to the Site Lead and shared best business practices with the local management on project development, client relationship, and performance metrics.
• Oversaw personnel training (Trainers, Quality Assurance Specialists, Team Supervisors, Operations Managers) to achieve performance and quality targets.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts.
• Maintained open communication by presenting regular updates on project status to the client.
• Tracked project and staff performance closely to quickly intervene in mistakes or delays.

By the end of the business trip, the launched project exceeded specified targets and allowed the company to grow its market share.

Working as a Team Supervisor on a video content moderation project. Supervising a team of 23 FT employees.

Responsibilities include, but are not limited to:

• Spending 80% of the time managing and monitoring the team daily by providing assistance, guidance, and coaching support as needed.
• Providing fair, constructive, and timely feedback towards performance expectations and goals by setting deadlines and strategic frameworks that comply with the client's targets.
• Preparing and submitting project performance reports to senior management using performance management processes, practices, and tools.
• Identifying and applying career advancement opportunities and professional development plans according to established systems and policies.
• Maintaining timekeeping and personnel records by following GDPR compliance rules.
• Providing real-time support to agents experiencing difficulties with delegated tasks and professionally escalating complex situations raising problems as appropriate.
• Engaging daily with the point of contact to identify challenging areas, procuring weekly reports, and drawing up action plans for unachievable KPIs.
• Ensuring compliance with all company policies and legal procedures, undertaking disciplinary actions if the need arises.
• Interacting with other vital internal departments (Operations, Security, WFM, QA, Payroll/HR, etc.)

• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Answered average of 30 calls and 80 emails per day, addressing customer inquiries, solving problems and providing product information.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
• Used TED application to keep records of customer interactions, customer accounts and file documents.