Candidates 2
$2000 / mo
≈ $24000 / year net
Customer Support Manager
Ukraine · Dnipro · 4 years of experience · Advanced/Fluent ·Published 17 April
Ukraine · Dnipro · 4 years of experience · Advanced/Fluent ·Published 17 April
Foster an environment of open and honest communication, encouraging team members to express their thoughts and concerns at any time.
Conduct regular team meetings to ensure everyone is on the same page and informed about team goals and progress.
Individualized Development Plans:
Tailor Personal Improvement Plans not just for low performers but for all team members. Recognize their unique strengths and weaknesses to create more personalized development plans.
Well-being Programs:
Go beyond quarterly Employee Performance Reviews by implementing ongoing well-being programs. Consider wellness challenges, mental health resources, and flexible work arrangements to support your team's holistic well-being.
Performance Reviews:
Implement a systematic process for tracking and monitoring KPIs. Use technology and tools to make this process efficient and transparent.
Balance the KPIs by having a combination of individual and team-based KPIs. This ensures that team members understand how their individual contributions impact the collective success.
Team Management
Set clear, specific, and measurable goals for the team. Ensure that team members understand their individual roles in achieving these objectives.
Define key performance indicators (KPIs) and use them to measure and manage the team's performance. Regularly review progress and make data-driven decisions.
Help the team manage their time effectively. Prioritize tasks, set deadlines, and use time management tools to enhance productivity.
Feedback resolution:
Use client feedback as a learning tool to identify areas where services can be enhanced
Follow up with the client after the issue has been resolved to ensure they are satisfied with the outcome.
If necessary, involve relevant team members or departments to investigate and resolve the issue.
Successfully implemented the Zendesk platform for the entire department, improving customer support capabilities.
Specialty Requests Team:
Established and led a dedicated 10-member team to handle specialized client requests, ensuring efficient and high-quality service.
Promotions and Growth:
Mentored and guided 15 team members to attain promotions to middle and senior roles, and facilitated the advancement of two individuals into Team Leader positions.
Cross-Departmental Collaboration:
Actively communicated with other departments to gather insights and ideas for enhancing the app's design and user-friendliness, resulting in a more effective and user-centric application.
$2500 / mo
≈ $30000 / year net
HR Business Partner / HR Lead
Ukraine · 5 years of experience · Advanced/Fluent ·Published 16 April · In passive search
Ukraine · 5 years of experience · Advanced/Fluent ·Published 16 April · In passive search
My practical experience encompasses the following areas:
- developing performance review process;
- creating and implementing HR satisfaction survey, further work with it;
- gathering and analyzing HR data (ESAT, attrition rate, etc.) in the department;
- coaching middle management on team composition and development as well as junior HR-managers mentorship;
- retention case management.
Besides I have experience in standard HR activities as:
- onboarding & adaptation meetings during the trial period;
- conducting 1:1, working with individual requests and issues;
- facilitating performance review process;
- exit interview.
- implemented soft skills matrix in close cooperation with TOP management in order to evaluate contractors' skills and have an opportunity to create PDP for them;
- adapted performance review flow for increasing employees engagement and decreasing the level of bureaucracy;
- managed cases of career consulting, based on which employees switched their positions and, as a result, stayed with the company.